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29/01/2018

Arran customers come first with CalMac

Passengers on the Ardrossan Arran crossing are set to reap the benefit of CalMac's newly recognised commitment to first class customer service.

Crew and port staff on the route are the first in the company to be officially awarded WorldHost® Recognised Business status.

WorldHost is a suite of world-class customer service training programmes that have already been used to train over 10% of Scotland's tourism workforce. More than 50% of the company's customer facing staff have now completed the training, making them eligible for the sought after WorldHost recognition status.

WorldHost Award

Picture shows; CalMac HR director Christine Roberts presents Onboard Services Manager Craig Harkness and the crew members of the MV Caledonian Isles with their WorldHost plaque.

'We are a customer focused business committed to providing the very best travelling experience possible,' said CalMac's director of HR, Christine Roberts.

'The principles our staff have learned through WorldHost will help us keep up the high standards we set ourselves and make sure every journey with CalMac is memorable for all the right reasons.'

CalMac runs a fleet of 33 vessels across a network of 27 islands and remote mainland destinations. Last year it carried 5.3 million passengers and almost 1.3 million vehicles.

Staff completed two WorldHost modules, Principles of Customer Service and Service Across Cultures.

'The Service Across Cultures module was particularly relevant for our staff given the number of overseas victors who use our vessels to explore the west coast,' said Christine.

'The best marketing tool in the world is word of mouth recommendations. By providing a first class service to passengers wherever they're from, they are far more likely to return and tell their friends and family.

'We are far more than a ferry company we are a vital service in developing the west coast tourism industry and this recognition will help strengthen the west coast's offering as a must visit destination.'

The WorldHost plaques will now be rolled out and displayed prominently in ports and on board vessels across the CalMac network.

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