Operating out of Tenerife with English speaking call centres, Monster Rewards and Monster Group (Travel) are committed to the continuous professional development of their staff because they consider them to be central to the customer experience and they are constantly striving to be ahead of the competition.
They decided to offer staff the opportunity to participate in customer service training that was approved and accredited because it gave them a reference point to ensure they were working to a consistent standard. This led them to the Welcome to Excellence suite of training and we focused on the one day Delivering Service Excellence.
‘Finding out that this course had City and Guilds approval was the deciding factor’ said Jodi Beard, Marketing Director for Monster Rewards and Monster Group (Travel), ‘and our staff were able to gain a Level 2 Customer Service Award, which we felt would help reinforce their existing skills and professionalism. The trainer was also able to tailor the training to our business and deliver a course that suited our specific needs.’
From an overall management viewpoint, the training helped Monster Rewards and Monster Group (Travel) review all of their processes and systems in particular the way they communicate to clients and staff. It also made them look at individual staff training needs. ‘The Delivering Service Excellence training has been hugely beneficial to our business internally, as it provided a huge motivational boost to the staff and on an external basis this will ultimately be of benefit to our customers.’Back to case studies