Villas to Go
telephone training



Background
Villas to Go, the vacation properties specialist, had become a victim of their own success. The business had grown so rapidly that it became necessary to recruit several new members for their reservations team. These new employees and existing customer-facing staff needed a training course to enable them to work as a new team and deliver the high level of customer service that is expected at Villas to Go.

Decision
Capela were appointed to train both new and existing staff in telephone and general customer service skills. 2 days of intensive training were planned for the first week in January.

Training
2 days training for all customer-facing staff took place in the first week in January just before the busiest time of the year.

Conclusion
This was as much a team-building exercise as a training session. Common standards were established for new and existing team members in terms of service and procedures. They got to know each other well and left feeling confident in themselves and each other when the inevitable flood of enquiries started the following week.

'The team found the training given by Capela extremely useful both in terms of team- building and in acquiring new techniques for improving their own customer service skills. It provided an extremely positive launch pad for the team into our busiest period of the year.'
Kathleen O'Brien, Villas to Go Managing Director

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