A-level students at St Ninian’s High School visited the Ferry Travel Shop and Steam Packet Company check-in desk at the Sea Terminal to study customer service as part of their course work.
For the fourth year running, students on the A-level Applied Business course were given a behind the scenes look at how the Steam Packet Company monitors customers’ needs and attempts to meets them.
Teacher Stephen Edwards said: ‘Our visits to the Steam Packet Company are always incredibly beneficial to our students. To be able to meet with representatives from a local business such as this really helps the students understand the topics they are studying and provides them with excellent information to write about in their coursework.’
Mr Edwards added: ‘The Steam Packet Company has a wide variety of customers of all ages and differing characteristics and the visit allows the students to discover how these needs and expectations are met by the business, for example, with the play areas on-board for children. The students were able to ask questions to key personnel at the Steam Packet Company, with particular focus on how the business monitors, maintains and improves customer service. This involved looking at the business's Passenger Charter and finding out about the electronic surveys the company regularly carries out.’
Steam Packet Company Marketing Manager Renee Caley said: ‘We place a strong emphasis on customer service and it’s something in which we invest a significant amount of time and training. It’s a pleasure to play host to school visits, whether they are secondary or primary schools, as each group seems to take something different from the visit. The students always come armed with some probing questions and the experience also provides us with some food for thought.’
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