2013 News - Flights - Monarch Group takes off with Olympics-inspired customer service
21 10 2013
The Monarch Group today announces that it will be the first European travel group and airline to roll-out Olympics-inspired customer service training.
The UK’s leading independent travel group has joined forces with the People 1st Training Company to roll-out the WorldHost training programme - one that thousands of volunteers and staff underwent for the London 2012 Olympic Games and Paralympics.
The programme is designed to strengthen the Group’s core commitment to customer service by ensuring that its employees consistently deliver superior experience at every stage of the customer journey.
The course will be delivered across The Monarch Group, with tailored programmes for differing roles - from cabin crew to call centre staff, resort representatives to aircraft engineers.
Every member of Monarch Group’s 3,000+ staff will be invited to participate in the training programme.
Already, over one hundred Monarch employees have been accredited as WorldHost trainers in preparation for the roll-out over the next six months. This will ensure that all employees, including senior management, are trained by the start of the Summer 2014 holiday season.
Iain Rawlinson, Executive Chairman of The Monarch Group, said:
“Customer service is at the heart of everything we do at The Monarch Group, but we recognise that there is always room for us to improve.
“We are determined to build on this core part of our strength and heritage, and this programme reinforces why we are here - for our customers. That must be uppermost in our thinking at all times.
“Service is so integral to what we do that everyone across the Group will undergo this training – whether they have direct contact with our customers or not.
“By training all of our staff to the incredibly high standards set by the volunteers of London 2012, we are demonstrating our commitment to deliver superior customer service and at a competitive price.
“This Olympics-inspired programme will enable our staff to build on the fantastic work they already do, and we plan to introduce further innovations to improve the customer experience in the months ahead.”
Sharon Glancy, managing director at the People 1st Training Company commented:
“Airlines are often the first point of contact for both domestic and international visitors, and it’s great to see that The Monarch Group is committed to offering an excellent experience to its customers. We are proud to be working with them to help achieve this through WorldHost training. “
“London 2012 proved what a great impact the right customer service training can have on the visitor experience. Over 100,000 staff across the UK have now been trained using WorldHost and its having a real impact on the national standard of customer service. Following the 2012 Games, the UK was ranked as one of the world’s top 10 most welcoming nations for the first time ever.”
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