Sales take off at Midlands Co-operative Travel: X-Factor training boosts customer service

摘要

Purpose – The purpose of this paper is to describe two training programs at Midlands Co-operative Society – one for employees in its travel agency and the other for its food-retailing employees. nnDesign/methodology/approach – The paper explains the reasons for the programs, the form they took and the results they have achieved. nnFindings – It is found that improvements in customer service have resulted from the X-Factor training for travel-agency employees, and the food-safety training for employees of the food-retailing business. nnPractical implications – The paper reveals that within a year of delivering the X-Factor training to travel-agency employees, the number of passengers booking flights increased by 5 percent and revenue rose by 9 percent. The food-safety training has helped to ensure that the organization's relationship with local authorities continues to develop by showing its adherence to the law. It proves to customers that the organization is willing to go above the legal requirements to ensure the food customers buy is protected from harm. nnOriginality/value – The paper reveals the benefits to Midlands Co-operative Society of two award-winning training programs.