Keele Conference Park has been re-accredited with Investor in People status this summer. The organisation, which has held this standard since 1995, recently underwent a rigorous review by the assessor which included interviews with staff to get a broad perspective of how the organisation performs against IIP principles. KCP was recognised as being especially strong in the areas of communication and people development with an exceptional customer service policy.
Director Jenny Deaville explains: “In order to be better aware of customers’ needs and expectations our twenty-strong customer care team seeks verbal feedback from event organisers during and immediately after each event. This feedback is critical to our business and ensures that we remain customer focused. All staff are empowered to resolve the customer’s problem in-situ so reducing time wasted trying to track down the appropriate event organiser. In fact our customer service procedure recognises a complaint as being a problem that can be rectified immediately by our staff, ensuring that every incident is dealt with swiftly and effectively.
She continues: “We are delighted to have been re-accredited with IIP for the ninth year and to also regain the ISO 9001:9002 quality standard. These two standards underpin our philosophy of continuous improvement and it is rewarding to know that we are recognised as setting a benchmark for the industry in customer service excellence.”
Keele Conference Park now employees 450 staff and each year more than 350,000 delegates and guests are welcomed to Keele for conferences, exhibitions, management training, sports festivals, corporate fun days, plus weddings, parties and fine dining. Over 600 events are held at Keele each year.
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