Monarch plans to put all staff through London Olympics-style customer service training in a move “to set us apart from others”.
The Monarch Group announced today it has joined forces with training company People 1st to roll out the WorldHost Training programme which thousands of volunteers and staff underwent ahead of the 2012 Olympic and Paralympic Games.
The group introduced the programme to staff on Friday. It will be deployed across the group with training tailored to different roles.
All 3,000 employees, from board members to cabin crew, aircraft engineers, call centre staff and resort reps will take part.
Monarch Group executive chairman Iain Rawlinson has already undertaken the training and more than 100 staff have been accredited as WorldHost trainers.
Rawlinson said: “Customer service is at the heart of everything we do but we recognise there is room to improve. We believe that service will set us apart.
“Everyone across the group will undergo this training whether they have direct contact with customers or not.”
He added: “We plan to introduce further innovations to improve the customer experience in the months ahead.”
Rawlinson told Travel Weekly: “We are giving tangible structure to delivering on customer experience. It is not just an aspiration. We believe this will set us apart.”
Monarch Airlines customer service and marketing director Tim Williamson said: “We’re taking the tour operator culture into the airline. We want to raise the bar for the whole group.”
People 1st Training Company managing director Sharon Glancy said: “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 it’s having a real impact on the national standard of customer service.”
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