National campaign launched to tackle UK’s poor customer service ahead of 2012 Olympics

The UK's HLTT sector needs to raise its game in customer service standards if it is to take advantage of the estimated £2 billion that could be generated from visitors around the Olympics. The UK is ranked 14th in the international customer service rankings and 13th for its perceived 'Welcome' by the annual Nation Brand Index Survey. To train the target of 200,000 people, a programme which has already been used successfully at the Vancouver Winter Olympics, has been developed for the UK by People 1st, with the support of VisitEngland. The WorldHost training programme is set to raise the standard and delivery of customer service training in the UK and has the backing of the Institute of Directors and leading businesses including McDonald's, who will be embedding the WorldHost customer service training in their employee development programme, and Flybe. In addition, major venues and events including the London Eye, Warwick Castle, Twickenham Stadium, Epsom Downs Racecourse, Ricoh Arena, Royal Ascot and the British Open will all be using the WorldHost customer service training for their teams. WorldHost customer service training includes additional learning modules on serving customers with disabilities, service across cultures and the ambassador workshop, particularly aimed at volunteers assisting visitors to our country. Brian Wisdom, CEO of People 1st, said: "There is a lot of focus on developing the infrastructure for the 2012 Olympic and Paralympic Games but not enough on ensuring we have the softer skills needed to welcome the world to Britain. It's anticipated that up to half a million visitors will arrive for the Games and we need to ensure their experience of Britain is a very positive one. "We plan to do something about what everyone recognises is a real need. The HLTT sector is one of the UK's largest employers and the 'visitor economy' contributes over 8% of GDP. If we reach our target of 200,000 it will make a real difference to the experience people have as well as the revenue generated."