Regent Holidays:
Sales & Customer Service Training

Regent Holidays, the specialist tour operator, was a member of the Western & Oriental Group. Unlike other acquisitions by the group, Regent continued to operate independently from their base in Bristol. As part of the group they did, however, need to improve both their conversion rates and levels of repeat business.

Capela were appointed to train all telephone sales staff in customer service, sales and general telephone technique. 2 days each were earmarked for 2 groups of around 5 staff.

In advance of the busy January period, Capela spent 4 days training the whole sales team at Regent’s Bristol offices.

There was some initial resistance to new ideas from some more conservative staff. Over the 2 days (with each group) these issues had to be worked through with patience by the tutor. Ultimately the feedback was excellent, new common service standards were established and a record-breaking sales season followed.