Kampgrounds of America (KOA), Billings. Mont., has partnered with LRA Worldwide Inc. to offer customer service training to staff members and owners at its national network of franchised campgrounds.
According to a press release, KOA research showed that the primary reason campers returned to facilities was good service.
“It became very clear to us that the best way for us to create loyal KOA campers was to ensure that the staff at the campground was trained to provide a great experience for the camper, each and every time,” said Jim Rogers, KOA president and CEO.
The new “Making it GREAT” program, jointly designed by KOA and LRA, provides specialized materials, guides, videos and workbooks written to ensure all staff members at the more than 450 KOA locations in North America receive the same comprehensive customer service training.
“KOA had already established its ‘Great People. Great Camping.’ branding message with its franchise owners and campers, so developing a program that franchise owners could use to train their staffs was a natural next step,” said Constance Bille, director of LRA’s Organizational Development and Training practice.
“This is really the first time this level of training has been attempted in the campground industry,” Rogers said. “And it dovetails nicely with our effort of the past two years to raise our brand awareness among campers by having all staff members wear our bright yellow KOA shirts while working on the campground and interacting with guests. As the training becomes an ingrained part of the KOA service culture and brand, its impact will grow exponentially each year.”