Canterbury Travel Partners with In2action to Deliver Customer Service Magic into Lapland Adventures

For over 50 years, Canterbury Travel has been a pioneer in introducing families to the enchanting world of Lapland. Canterbury Travel understood that truly unforgettable experiences require more than just stunning destinations – it's the seamless customer journey and impeccable service that create lifelong memories.

In Autumn 2023 they partnered with In2action to revolutionise their staff training, empowering employees to deliver the quintessential Lapland magic across the customer journey and create unforgettable Lapland adventures for families.

The Journey to Excellence

In2action’s approach was holistic, meticulously mapping Canterbury Travel's customer journey from airport arrivals to the coach ride home; each step was carefully analysed to identify opportunities for enchantment and areas for improvement. The result was a bespoke blueprint that embodied Canterbury Travel's brand essence and set the stage for transformative staff training.

Central to In2action's methodology was the empowerment of Canterbury Travel's staff. Through comprehensive training programs, employees at every level were equipped with the skills to anticipate and exceed customer expectations. From mastering body language to tailoring conversations, no detail was overlooked in crafting genuinely warm and personalised interactions.

"At In2action, we believe exceptional customer service is more than just training – it's a transformative mindset that permeates every aspect of an organisation," said Kylie Evans, Concept Design Manager of In2action. "Our partnership with Canterbury Travel exemplifies this philosophy, empowering their staff to become ambassadors of magic and elevating their Lapland experiences to new levels"

Moreover, In2action's expertise extended to complaint handling and issue resolution. A clear escalation process, complete with a traffic light system, was implemented, enabling staff to confidently address concerns with efficiency and professionalism. By fostering a culture of ownership and follow-through, Canterbury Travel ensured that even the most challenging situations were transformed into opportunities to reinforce their commitment to exceptional service.

The Magic of Collaboration

Canterbury Travel's continued partnership with In2action harnessed the collective expertise of both organisations. In2action's consultants immersed themselves in Canterbury Travel's operations, gaining a deep understanding of the company's culture, behaviours, and the realities faced by staff on the ground.

In2action were amazing, they knew exactly the content we were looking for as a company to develop our Management Team experience further. Great communication with them throughout the whole process; they even went out of their way to get to know each individual and make the course as personal to them, and the company as a whole. The content was exactly right, and we could tell that In2action had put a lot of time and effort into the project. We had great communication with them regarding the content through its entirety. We would highly recommend using In2action to anyone out there!

- Marcus Cowdery, General Manager, Canterbury Travel

In2action’s relationship extended beyond the initial training phase through the provision of invaluable aftercare mentoring, which supported Canterbury Travel as they embedded the new systems and processes. On-site mentors observed live operations, offering real-time feedback and guidance, ensuring a seamless transition to the elevated customer experience standards.

The Results: An Exceptional Lapland Experience

Canterbury Travel's unwavering commitment to exceptional service reached new heights through their bespoke training program me with In2action. Empowered staff, armed with knowledge and the tools to excel, crafted unforgettable Lapland adventures for every customer.

This focus on employee development not only solidified Canterbury Travel's position as an industry leader, but also fostered a motivated and confident team, a key foundation in their ongoing success.

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