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Home > News > February 2006 > 22-Feb-2006

Totepool embarks on customer service training programme

Totepool, the pool betting operator, is to roll out a nationwide customer service skills programme.

Birmingham based Purple Monster Training will work with totepool at racecourses up and down the country to deliver interactive training that aims to enhance overall communication by staff with the race-going public. The initiative is part of totepool's annual training roadshow.

Stuart Fairbairn, head of learning and development at the tote, said: "Customer skills training will form an integral part of the roadshow effort which begins in February. It's a key element in our 2006 Making a Winning Impression initiative, which focuses on how we as a team can enhance all aspects of customer liaison.

"Many of our staff are casual workers who do the job as much for enjoyment as for money, so training sessions will inevitably be fun and fully participative."

Purple Monster says that by using a combination of real life scenarios, improvisation and fun theatrical exercises, totepool staff will learn how positive body language and voice tone, are as important as the actual words they say when dealing with customers.

Alan Heap, a director at Purple Monster, said: "Increased awareness of how attitude affects our body language and tone of voice, and then understanding the impact of attitude on customers and colleagues, is key to improving customer service. We will explore attitude as the key to raising professional standards and performance levels to improve customer interaction."

Totepool has more than 1500 staff in the UK, working at 59 racecourses. As well as window tellers, the company employs operational supervisors, catering and promotional staff.

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