Chartridge realises training dividend

Chartridge Conference Company reports a
dramatic improvement in both customer satisfaction ratings and sales conversion
rates.

“Since we introduced additional sales
training, our conversion rates have risen from 34 per cent to 41 per cent in
just six months” says general manager of CCC’s The Beeches centre in Birmingham, Debra
Fenton-Neale. “This increase has played a significant part in helping us
achieve our targets in a highly competitive market.”

MD Peter Darnell says, despite the
recession, the figures “clearly demonstrate the benefits of increasing staff
training programmes”.

Customer satisfaction ratings across the
Chartridge chain of training centres in the Midlands
and South East are up from 84 per cent to 94 per cent, the company claims.

“I have never understood why companies cut
their staff training the minute times get tough,” says Darnell. “It’s an easy
option and less traumatic than cutting staff, but the long term effects put a
company at a distinct disadvantage.”

Since January 2009, Chartridge claims all
its staff, from front of house to gardeners, have received customer service
training.

Paul Colston

Author

Paul Colston

Managing Editor, Conference News & Conference & Meetings World.

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