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Theme park teaches blue chips a lesson

Top companies look for customer service lessons in an unlikely place


This year there have already been 40 applications for customer service courses (Photo: Wikipedia)

July 10, 2014
15:38

by Philip Tees


DR Nyheder reports that some of Denmark’s biggest companies – including Dong Energy, Danske  Bank, Carlsberg and Coop – are paying a visit to a holiday theme park in northern Jutland to learn from the staff there about how to deliver good customer service.

Last year a total of ten companies contacted Fårup Sommerland for customer service lessons. This year there have already been 40 applications.

Observant helpfulness
Lise Davidsen, the head of Dong Energy’s customer service department, is one of the bosses who made the decision to learn about customer relations from the holiday park. ”We can always get better,” she said.

 ”Why not look in the direction of the people who are actually fantastically talented when it comes to the customer experience? That’s why we are learning from Fårup Sommerland.”

Niels Jørgen Jensen, the head of Fårup Sommerland, says that the key to good customer service is simple. ”We call it observant helpfulness,” he said.

”It’s about realising a need or a possibility that the guests have before they realise it themselves. For example, if we see a birthday flag at a table, we sing a birthday song. We think it’s a nice little touch.”

Jensen believes that offering courses to corporate clients also benefits his own business. ”It enables us to deliver even better customer service to our own customers when we are constantly reminded of what we do right,” he said.



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