Good Gatwick … investing in staff training
Gatwick Airport has revealed that the number of passenger compliments it has received is up by 94 per cent, while complaints have decreased by 15 per cent.
It attributes the increased customer satisfaction partly to its ongoing customer service training and reports that more than half of its 1,500 front line staff have now achieved a City & Guild Level 2 Award in Delivering Excellent Customer Service.
The remainder of the airport’s customer-facing staff will finish their training by this October, so we can all expect a higher level of service next time we fly out of Gatwick.
The pass rate of Gatwick staff was also found to be 98 per cent, well above the national average of 78 per cent.
The bespoke customer service programme has been designed by Tourism South East Training and Skills and aims to help staff understand their key role in improving the travel experience of the 32 million customers that Gatwick serves each year.
Stewart Wingate, CEO of Gatwick Airport, said: “Passengers will judge their experience of Gatwick not just on the quality of the airport facilities but also on the friendliness and helpfulness of our staff. That is why we are investing in the training and development of our people at the same time as we invest to improve the physical environment of the airport.”
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