News

AAT Kings lifts customer service focus

AAT Kings will gather employees from around the world in Sydney this month for a one-day workshop as it strives to take its customer service to the "next level".

Head of marketing Wendy Harch revealed that 20 front-line staff and 20 management from as far afield as Germany will take part in the event on June 19 to share ideas about how to improve customer service across the firm's operations. It is to become an annual conference.

Each attendee was selected on the merit of a 200 word application sent to AAT Kings' managing director Anthony Hayes who promised the successful candidates he would "lock them in a room until they change the world".

Ideas to emerge from the day will be incorporated into a new strategy to be delivered across the business.

"It's an indication of how serious we are about taking it to the next level," Harch told Travel Today.

"Anyone can do a tour but it's our people that make the difference so we have to continually invest in that."

The desire to improve customer service is not the result of any shortcomings, Harch insisted. She referred to AAT Kings recent TripAdvisor award which ranks its Uluru Day Tour product in the top 10% of tours listed on the independent review site worldwide.

More change is afoot, she hinted, with further announcements regarding the brand and expansion will follow in coming months.

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