Whistler Chamber of Commerce

Whistler Chamber of Commerce

September 16, 2015 17:06 ET

New Report Finds Customer Service Training Key to Business Success

Report from Whistler Chamber Demonstrates Importance, Impact of Training

WHISTLER, BRITISH COLUMBIA--(Marketwired - Sept. 16, 2015) - A report released today by the Whistler Chamber demonstrates the significant impacts that customer service training has on businesses and organizations. The Examining the Importance of Customer Service Training report compiled data that analyzed how customer service training impacts nearly every facet of a business, from employee retention to stock performance. The findings show that such training has positive impacts across the board.

The report comes on the heels of the first ever Vancouver session of The Whistler Experience - the customer service training program that is a partnership between the Whistler Chamber and the University of Victoria Gustavson School of Business. This program provides science-based tools and information to turn customer service into a powerful competitive advantage. On Tuesday, September 15, more than 120 leaders in the Vancouver business community joined together to participate in the program and heard from Mark Colgate, Professor at the Gustavson School of Business, as he presented the signature "Moments of Power" course from The Whistler Experience.

"Whistler has long prioritized customer service training and the Examining the Importance of Customer Service Training report illustrates why. The findings in this report demonstrate that customer service training is critical for businesses across British Columbia," said Val Litwin, CEO of the Whistler Chamber. "Last year more than half the population of Whistler participated in The Whistler Experience training program, and numerous businesses have seen incredible results. Prioritizing customer service training has been key for Whistler as we navigate labour shortages and prepare for other challenges."

Whistler is a powerhouse of the tourism industry in British Columbia, with only 10,000 residents, the town accounts for nearly a quarter of the entire province's tourism. The popular destination found that nearly three decades ago, prioritizing customer service was important to their success as a tourism destination. As the town faces labour shortages in advance of their busiest time of year, the Whistler Chamber has been focused on strategies to ensure businesses are still able to provide the top quality experiences that have contributed to the town's award-winning reputation.

Report highlights:

  • Business revenues: 67% more is spent on average by repeat customers than new customers
  • Employee retention: 85% of employees not likely to leave their job say they have training opportunities
  • Customer experiences: 70% of buying experiences were based on how the customer feels they were being treated

For more information and details on The Whistler Experience or to receive a copy of the Examining the Importance of Customer Service Training report, please click here.

About the Whistler Chamber of Commerce

The Whistler Chamber is making business easy. Representing a robust 50% of the community - with over 600 members - we are the voice of business in Whistler and to the World. Whistler Blackcomb, Tourism Whistler and the Resort Municipality of Whistler are our closest collaborators and partners. Whistler comes to the Chamber for timely support. We lift as we climb, building a community of leaders and elevating Whistler's businesses. For more information, visit www.whistlerchamber.com

About The Whistler Experience

The Whistler Experience leverages its world-class learning partnership with the University of Victoria's Gustavson School of Business to deliver content that teaches teams how to plan for and deliver powerful experiences customers won't stop talking about. The program is part of a resort-wide service strategy made possible with fee for service funding from the Resort Municipality of Whistler and the support of presenting partner Gibbons Whistler in partnership with Whistler Blackcomb and Tourism Whistler.

Disclaimer

*This report is published for general information only and not to be relied upon in any way. Although high standards have been used in the preparation of the information and analysis presented in this report, no responsibility or liability whatsoever can be accepted by the Whistler Chamber.

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