Pontin’s Holiday Parks lead the way in customer service

Nov. 5, 2010 - PRLog -- Pontin’s (http://www.pontins.com/), one of the UK’s top holiday park operators, is leading the way in customer service for the future as the first National tourism industry business to have committed to the Welcome Host Gold training course.  

The course, which was introduced this year, is practical and interactive covering the fundamentals of customer service and applying it to day to day situations.  Taking the best of Welcome Host and Welcome Host Plus courses, it meets national occupational standards and can lead to a City and Guilds qualification.

Pontin’s started their programme by selecting four key managers, Lindsay Wright, Brian Howe and Emma Guthrie from the HR and training departments, together with Christine Burns, Contact Centre Manager, who took part in the “Train the trainer” course delivered by a Welcome Host Gold trainer. They are now rolling out the training to frontline staff across the business with over 80 staff already taking part. The company is looking at ways in which it can continually develop the programme to integrate specific product knowledge with best practice customer service skills.

Pontin’s Operations Director, George Edwards is committed to staff development and customer service.  He initiated an internal Guest Services programme on the holiday parks in 2009 and now says that the company’s commitment to the Welcome Host programme will take customer service to a new level in an industry that continually needs to raise its game.

Sue Gill, Head of Training and Skills, Tourism South East, which manages the course nationally, said: “We’re delighted that such a major UK brand is committing to raising the bar in customer service standards. By investing in this leading edge training, Pontin’s is recognising the impact outstanding customer service can have on its millions of customers, and its bottom line.”
Welcome Host Gold is the new addition to the Welcome to Excellence range of training courses, taken by more than 310,000 people across the UK.