Prestige Scotland, a division of Sodexo Prestige, has announced plans to introduce regionalised customer training programmes to ensure staff are knowledgeable about the areas in which they work so that they can advise customers.
The move follows a successful pilot scheme at The Open at St Andrews, when 42 members of staff were put through a customer service excellence course which involved them learning about the tourism and leisure amenities in the town. The course was designed to enhance the experience of guests from "first greeting through to farewell".
Staff had to answer 25 questions about St Andrews town centre and its attractions. They were also required to make a series of pledges to improve their performance following the course.
Prestige Scotland plans to roll out this training to its businesses throughout Scotland.
Robin Ozog, Prestige Scotland general manager, said: "The staff enjoyed their training experience and also the research that they had to do online for the local knowledge aspects.
"This all contributed to their being 100% focused on the event and greatly helped their confidence and performance. The expansion of the standard throughout our business is an exciting challenge and will provide a win-win situation for our clients and ourselves."
Prestige Scotland operates in a number of venues across Scotland, including Hampden Park, the Royal Botanic Garden Edinburgh, and Aberdeen Football Club.
By Janie Stamford
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