| Journal: TWUK | Section: |
| Title: | Issue Date: 01/05/00 |
| Author: | Page Number: 20 |
| Copyright: Other |
Ayscough staff gain from new training course
Report by JANE ARCHER
BUSINESS travel management company Ayscough Travel has introduced a telephone techniques course as part of its in-house training programme.All travel managers and staff at the company’s 10 regional offices will take the one-day course, which will form part of their individual development programmes.
Personnel and training manager Alex Webb said: “Previously, staff in our offices were trained in-branch by their managers but as the company is expanding we wanted to take that responsibility away from them so they can concentrate on their clients.
“A large part of a travel booker’s day is spent on the telephone, so it is important they have the skills to be able to complete their work efficiently and offer our customers a high level of service,” she added. “We are reinforcing existing techniques and introducing new ones. It is good to have a standard.”
The new course is running over the next few months at the company’s training centre in Great Dover Street in London.
Staff will learn various techniques such as using positive and negative language; developing listening skills; how to ask the right questions; dealing with complaints and with difficult situations.
“We are doing the training in a fun way as we do not want it to be a chore,” said Webb.
“Agents will be taking part in role plays and dealing with difficult situations, and they receive a workbook for continuous reference.”
Webb said agents who have been on the course will be evaluated after three months, using client and staff feedback, to assess their efficiency.