Member Article

Continuum set new service benchmark for visitor attractions

Continuum Attractions has become the first visitor attractions group in the UK to achieve WorldHost Recognised Business status - a national recognition for commitment to customer service - across all of its attractions.

WorldHost Recognised Business status is awarded to organisations that train over 50% of their front- line staff using the WorldHost customer service training programmes.

After training over 70% of staff through the world-renowned WorldHost customer service programmes, all seven Continuum attractions – which include Coronation Street The Tour, Portsmouth’s Spinnaker Tower and The Real Mary King’s Close in Edinburgh – have been awarded the recognition badge.

Staff were trained in the essentials of customer service, including using and remembering names, empathetic listening and going the extra mile for customers.

WorldHost programmes have already been used to train over 150,000 people in the UK, including tens of thousands of staff and volunteers for the London 2012 Olympic and Paralympic Games. Over 1,000 businesses have achieved WorldHost recognition throughout the UK, and Continuum is the first visitor attractions operator to gain the status for all of its sites.

Catherine Wallace, group HR manager at Continuum Attractions said:) “We want all our visitors to have an outstanding experience, and our staff play a critical role in delivering that experience. That’s why we invested in WorldHost customer service training and we’re thrilled to be the first visitor attractions group to receive Recognised Business status. We’re already seeing a positive impact from the training measured through our guest satisfaction scores and the numbers of excellent TripAdvisor reviews since the introduction of WorldHost. Happy and satisfied guests mean more essential word of mouth recommendation; it’s critical to our business success and growth.”

The WorldHost Recognised Business status was awarded by workforce development charity People 1st, which manages the WorldHost training programmes across the UK.

People 1st’s executive director, Sharon Glancy, commented: “Visitor attractions play such a crucial role in how both international and domestic visitors view the UK as a destination, so it’s encouraging to see a company like Continuum leading the way and embracing the importance of customer service across its whole business. Congratulations to all involved!”

More information about WorldHost customer service training can be found at www.worldhost.co.uk

This was posted in Bdaily's Members' News section by People 1st Training Company .