Cordia, catering providers at Glasgow’s civic museums and many of the Glasgow 2014 Commonwealth Games venues, has received outstanding feedback from many thousands of customers served in the days running up to and including the Glasgow 2014 Commonwealth Games.
In preparation for the Games, Cordia provided Glasgow Welcomes workshops to 1000 frontline staff and rolled out the Glasgow Welcomes-Online training to over 400 temporary members of staff, recruited specifically for the duration of the Games.
Wendy Stewart, Training, Health and Food Safety Manager at Cordia said:
“Our venues received over 650,000 customers in the days running up to and during the Games and we did not receive a single complaint, which speaks volumes.
“We strived to create a fun, welcoming environment for our customers and to achieve consistent and exceptional customer service through our employees’ attitude and behaviour.
“We are champions of Glasgow Welcomes and believe the blended approach was the right model for our preparation for the Games and to create a legacy of excellent customer service. So we delivered a mix of Glasgow Welcomes workshops and also the online module to our teams. We want to build on the momentum we have gained from the success of the Games and ensure that service delivery is at the top of our agenda.”
Jacqui Johnston is Learning and Development Facilitator at Cordia and one of five fully licensed Glasgow Welcomes in-house trainers within the organisation. She commented:
“The quality of the Glasgow Welcomes: Service Excellence programme is exceptional. It’s packed full of great material and practical exercises for the delegates to participate in. It makes our job so much easier because of the level of thought and attention to detail that has gone into putting the course together.
“The Glasgow Welcomes training offered all our people a great opportunity to gain the tools and skills to deliver outstanding customer service, and has helped us to identify where we can improve and get even better at providing a fantastic customer experience.”
The Glasgow Welcomes initiative is an Official Legacy 2014 project, which aims to create a lasting legacy of excellent customer service standards across all touch points of the visitor experience in Glasgow.