As the company marks its 25th Anniversary in 2012, Red Sail Sports will undertake a training programme to enhance customer service and re-iterate the company’s commitment towards valued customers.
A series of training sessions are being conducted to train and encourage employees to serve at a higher level, and to accommodate schedules the sessions are held both in the Seven Mile Beach area and East End. The two-hour sessions, conducted by new Training Manager Beth Hiryok, include a video presentation and debrief of the company’s operation. Employees also participate in a discussion of inter-departmental cooperation and appreciation, and they learn cross-selling techniques between departments.
Customer benefit
Red Sail Sports operates numerous beach water sports concessions, dive shops, a catamaran fleet and retail shops across the island. Company staff and new employees will now be thoroughly versed on all aspects of the company, and this will benefit customers who have decided to vacation in the Cayman Islands, the company said.
“Our front line employees are our first contact with the customer,” Rod McDowall said. “They are the ones who can make sure the customer enjoys an outstanding experience in the Cayman Islands. This training programme is a way to give our staff the tools to do their jobs at a higher level: to be able to answer all questions, offer all opportunities and do it with a smile.”
Programmes support the training going forward
A Staff Experience Program encourages employees to schedule an activity from each company area – Dive, Catamaran, and Beach Watersports – and go experience it on company time. Even though this is already a company benefit, some employees have not taken advantage of Red Sail’s offerings, they said. This personal experience will help them share what they know with the customer who is looking for something to do.
Incentive program
A Monthly Sales Incentive Programme will reward the staff member for superior sales and customer service efforts. Through these initiatives Red Sail Sports aims to set new benchmarks in customer service.
“We want to re-energise our staff with the required skills for exceptional customer service and make sure that they are totally focused and engaged with Red Sail Sports and our customer service mission,” Mr. McDowall said.
“How you treat your customers has a significant impact on their whole vacation experience, and we want them to become a Red Sail Sports customer for life.”
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