TravelAge West recently chatted with Jan Swartz, Princess
Cruises’ senior vice president of customer service and sales, about
the line’s new online agent training program, Princess
Academy.Q: I understand you’ve already had a fantastic
response to the Princess Academy. Tell us what makes this program
unique?
A: We’ve effectively built a real academy online so that agents
can access it whenever it is convenient, whether they work in an
office or at home. Princess Academy really offers so much more than
other standard training programs. It’s an entire curriculum, with
over 25 courses and incredible rewards. And, best of all, it’s free
of charge.
Q: Explain the different achievement levels involved in
the program.
A: Everyone has to take some required courses that encompass areas
including destinations, customer service and the overall Princess
cruise experience. Then, we offer electives, such as how to
increase your group sales or wedding business and things like
that.
As agents complete the various courses, they earn four different
designations, beginning with First Officer, then Staff Captain,
Captain and Commodore. The courses can also be used as continuing
education credit for the Travel Institute.
Q: In addition to the credit, there are some pretty nice
rewards the agents earn from the Princess Academy,
right?
A: Absolutely. We’re giving away 1,000 cruises per year to
everyone who makes the grade of Commodore. And agents will sail on
their Princess Cruise with the same benefits given to Princess
Captain’s Circle members. Those are pretty significant upgrades,
including free laundry and Internet access, and free mini-bar
setup. We’re also extending agency owners’ and managers’ benefits
at the highest level attained by their staff.
Q: It seems that cruise lines are really focusing on
training right now. Has the industry become that much more
complicated?
A: I think it has definitely become more complicated and more
competitive. We spend a lot of time talking to agents about
building their business. We want agents selling Princess to
distinguish themselves with their degree of expertise and level of
service. The Princess Academy does a great job with that. Agents
receive a certificate for each level they’ve achieved. It’s a great
way to increase their credibility with clients and earn rich
rewards for themselves, as well.
