A-level students at St Ninian’s High School visited the Ferry Travel Shop and Steam Packet Company check-in desk at the Sea Terminal to study customer service as part of their course work.
For the fourth year running, students on the A-level Applied Business course were given a behind the scenes look at how the Steam Packet Company monitors customers’ needs and attempts to meet them.
Miss Reid, teacher of the Year 12 Applied Business class at St Ninian’s, said: ‘Our recent visit to the Steam Packet Company was undoubtedly a valuable experience for students, providing them with the opportunity to gain an in-depth look at a local business. Students came away from the visit with a greater understanding of the topics they are studying, and a wealth of brilliant information and examples to use when writing their coursework.
‘Students have said that they found the visit particularly interesting and informative because of the wide range of customers the Steam Packet Company has. They enjoyed asking questions about the methods used by the Company to meet the needs and expectations of this variety of customers, which includes the development of new onboard facilities such as Manannan’s cinema rooms.
‘Additionally, students were interested to find out about how the business monitors, maintains and improves customer service, and were able to do so by considering documents such as the Steam Packet Company’s Passenger Charter.’
This year, Steam Packet Company representatives also paid a visit to Ballakermeen High School to help students working towards their BTEC First Level 2 in Travel and Tourism.
Teacher Nicky McDaid said: ‘The visit was arranged to help the Year 10 and 12 students complete coursework for which they have to research three companies, which is quite difficult on a small island. We chose Regency Travel and the Steam Packet Company on the Island, and travelled to Blackpool Pleasure Beach.
‘The information provided by the Steam Packet Company was invaluable and really aided the students in their research into how companies look after their customer’s needs and how they organise their customer service.’
Steam Packet Company Marketing Manager Renée Caley said: ‘We place a strong emphasis on customer service and it’s something in which we invest a significant amount of time and training. It’s a pleasure to play host to school visits, whether they are secondary or primary schools, as each group seems to take something different from the visit. The students always come armed with some probing questions and the experience also provides us with some food for thought.’