Evolving training practices to provide the best experience for our customers

Using innovative training to improve customer experience

Delivering an enjoyable experience is critical to the success of a destination venue, so OCS has created bespoke customer service training for our colleagues to add value to the services we provide.

Our new EVOLVE Guest Services Certificate Programme covers topics ranging from engaging with customers to overcoming difficult situations. Created internally by our Learning & Development team, the course was designed specifically with our shopping centre, leisure destination and airport customers in mind and is accredited by Corndel Business School.

“The programme is tailored to the environments we work in and takes into consideration the customer profiles we would come across, with actual scenarios of situations that might happen in those environments.

We were keen for it to be accredited as this gives us a unique selling point; no internal programme has been accredited before.”

Nicole Thake

Strategic Bid Manager, Aviation & Gateways

David Wheeler, Head of Learning and Development, adds: “The EVOLVE Guest Services Certificate Programme demonstrates our continued investment in our people and our ability to capitalise on the expertise we have in the business.”

The programme was piloted with a ‘train the trainer’ course and is now being rolled out across the business, delivered by operational colleagues to team members on site.

Sean Williams, Corndel’s Chief Executive, says: “We believe the programme will make a positive difference to participants and the customers they serve.”