Horse rescue centre set to lead the field in welcoming visitors to Burnley

After receiving world class customer service training HAPPA’s Shores Hey Farm, Briercliffe, is ready to offer an ‘Excellent Welcome’ when their new visitor centre opens this September.

Staff at the Horse And Pony Protection Association (HAPPA) all attended the renowned Welcome to Excellence ‘Welcome to Burnley’ course this month which teaches participants how to develop their customer service skills and enhance a visitor’s and a resident’s perception of Burnley as a destination that excels in customer service and providing a warm welcome.

The course was held in The Thursden Suite, one of two new conferencing rooms at Shores Hey Farm and was delivered by specialists in workforce training, The Via Partnership (Via).  Via hold the North West licence to deliver Welcome to Excellence, one of the most successful customer service training initiatives in the UK.  

In partnership with Burnley Borough Council, the course was tailored specifically for Burnley from the acclaimed Welcome Host Gold programme to enable staff to promote their business and Burnley as an attractive area to live, visit and work.

 Helen Aldous, Via’s Training Manager said: “Welcome to Burnley is a bespoke one day programme that brings participants up to date with the  latest techniques and best practice, gives an insight into customer expectations and shows how to consistently deliver the highest levels of  customer service. This dedicated course and the customer-facing skills of teams such as those at HAPPA, will help sustain and grow visitor  numbers to Shores Hey Farm and Burnley for years to come.”

 HAPPA’s Chief Officer, Kay Brandist, spoke highly of the course. “Our staff members found the content interesting and informative and everyone  commented on how much they enjoyed the trainer’s delivery. We will all use our new skills to deliver the best possible visitor experience at Shores  Hey Farm and offer our guests one of the warmest welcomes in Burnley”,

 Mark Crabtree, Chair of the Burnley Bondholder Focus Group said: “The Group initiated the course in 2013 as part of our Burnley Brand  campaign. I’m delighted HAPPA and so many other businesses are taking up the training and feel passionate about delivering the Burnley  messages. A window sticker is currently in production which will be displayed by businesses who have been awarded the Quality Mark of  excellence in customer service.”

When it reopens on 5th September, the horse and pony rescue centre will offer many activities for visitor’s to enjoy as well as educational workshops, demonstrations, nature walks and open days throughout the year.

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