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Qantas
is to open a new customer service Centre of Excellence in Sydney in October 2008 that
will 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 airline’s already substantial investment in staff training.
“Qantas 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,” Ms
Grant said.
“The 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.
“We 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 customer’s journey.
In addition to
the latest classroom facilities, this purpose built centre will also feature zones dedicated to
the airline's First, Business, Premium Economy and Economy offerings.
Qantas recently announced it would
employ around 2,000 new cabin crew by 2010 to
fly the airline’s international fleet of Airbus A380, A330 and Boeing
747 aircraft.
“These 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”
Ms Grant added.
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