KEA Campers
Training for Excellence in Customer Service
Since its launch in 1995, KEA has grown to become a multi award-winning luxury campervan, motorhome and 4WD company with a fleet of over 1,200 vehicles in Australia, New Zealand and Southern Africa.
Tamara Schuerlein, New Zealand Operations Manager at KEA, says that assisting staff in their personal development is key to the success of the business.
“We believe that training is essential to grow staff skills and confidence; it keeps our people motivated and gives them a sense of achievement. Providing training for staff also gives them confidence that the company cares about their personal growth,” she says.
KEA staff are currently involved in ATTTO Modern Apprenticeships, National Certificates in Travel, National Certificates in Business (First Line Management), as well as customer service training.
So far, 14 KEA staff have attended the ATTTO Customer Experience Award Workshop, designed to help employees gain a better understanding of their role in customer service, and how they can exceed customer expectations within their workplace.
“Consistently outstanding customer service is paramount to our business. We were very happy with the Customer Experience course. All participants agreed that they learned a great deal; even those with prior training in customer service felt that it was a good refresher. The facilitator was knowledgeable and entertaining and kept it really interesting,” she says.
Tamara frequently meets with her ATTTO Business Development Advisor (BDA) to work on how they can improve on the job training.
“Learning on the job means that staff can see firsthand how to apply their learned skills in their daily work. This is a great motivator, and prompts staff to constantly question what we can do better and how we can improve the day-to-day running of our business,” she says.
“Our external and internal customer service skills have improved in all departments of KEA. We look forward to continuing to use ATTTO courses to ensure we’re providing the best service possible.” she says.
The team at KEA who completed the ATTTO Customer Experience Workshop in June, 2009.
Third from the right is facilitator Andy Corson.
KEA staff member Friederike Kloss with CEO Grant Brady, receiving her National Certificate in Travel, Core Level 3 in June 2009.