Page and Moy
The Page and Moy Travel Group, based in Market Harborough, have 50 years' experience building three travel brands aimed at discerning travellers - predominantly couples and professional singles. They have around 300 staff and are based in Market Harborough.
The challenge
Page and Moy is renowned for delivering excellent value for money holidays in a highly competitive market, with high levels of repeat business. The challenge was to ensure that customers and prospects enjoyed a comparable level of service when they contacted the company.
The solution
After a comprehensive diagnostic process, University of Derby Corporate (UDC) delivered a one day programme led by an expert in customer service to customer service centre staff and managers. The staff then embarked on a management development programme, tailor-made by UDC to meet their needs. The emphasis was on understanding and delighting the customer. Much of the programme was delivered online, supported by coaching sessions and a series of half day workshops.
On completion of the programme the staff achieved a Certificate in Applied Professional Development from the University of Derby.
The result
Increased levels of motivation, improvements in customer satisfaction scores and a host of new initiatives were just some of the outcomes of the programme.
Chief Executive William Burton commented "we believe that a tour operators' greatest asset is in
the skills, abilities and knowledge of its staff at all levels throughout the organisation. This is what distinguishes a quality tour operator from all the rest. This development programme is a tangible demonstration to this commitment and we are very excited to be working with University of Derby Corporate on this scheme."
