11 March 2008

Qantas announces new customer service Centre

Hot on the the heels of the news yersterday that Qantas staff were being sent to charm school, Qantas announced today it would open a new customer service Centre of Excellence in Sydney in October 2008 that would provide an enhanced training program for over 18,000 staff from across the Qantas Group.

Qantas Group General Manager Customer Product and Services, Ms Lesley Grant, said the facility would build on the airlineââ¬â¢s already substantial investment in staff training.

ââ¬ÅâœQantas has set a new industry benchmark with the launch of its state-of-the-art A380 interiors, First Lounges and other domestic and international product upgrades, and we remain committed to continuing to refine our service style in keeping with that investment,ââ¬~ Ms Grant said.

ââ¬ÅâœThe establishment of this dedicated centre will enable us to bring together the current elements of our training with additional modules developed with our new fleet and ground product in mind."

ââ¬ÅâœWe will be able to train greater numbers of frontline staff from across the Group more regularly, including telesales, cabin crew, and airport staff, to ensure our style is consistent through every stage of the customerââ¬â¢s journey."

ââ¬ÅâœIn addition to latest classroom facilities, this purpose built centre will feature zones dedicated to our First, Business, Premium Economy and Economy offerings."

Ms Grant said Qantas recently announced it would employ around 2,000 new cabin crew by 2010 to fly the airlineââ¬â¢s international fleet of A380, B747 and A330 aircraft.

ââ¬ÅâœThese new flight attendants will undertake training in this new environment, as will over 18,000 managers and staff from across the Qantas Group over the next two years.ââ¬~

A Report by The Mole

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