Million held mystery visits at a selection of hostels and also held focus groups with key people from YHA’s National Office and also a selection of Hostel Managers, to understand the needs and culture of the business.
As a result of this Million developed a one day pilot customer service programme for staff and managers to attend across the network. The busiest part of their business operated from April to October, so 30 sessions were held between February and April to ensure that the participants were inspired for the season ahead. Overall 361 employees were developed from the estate.
The key aim of the programme was to really focus on the needs of the customers, but also to treat approaching internal customers in the same way as external customers. The day concluded with understanding the importance of being part of a customer focused winning team.
We found Million Training to be professional, business focused and committed to helping the YHA, as a result of this they are one of our approved training suppliers and have had the opportunity to work with some of our other departments
Lawrence Crammer, Head of Learning & Development