About the Industry
Tourism and transport businesses are built around movement, of people, products, and experiences. Whether navigating peak seasons, service disruptions, or global market shifts, leaders must manage complex logistics while maintaining exceptional customer service.
Maitland Consulting Group supports public transport providers and travel services with programs that enhance service culture, operational alignment, and frontline leadership. We understand the seasonal cycles, customer-facing pressures, and safety-critical responsibilities unique to this sector.
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Industries
We work closely with leading Australian companies.
Austal
Austal had a very good sales strategy, but wanted us to further refine it and then develop a training program. Maitland assisted Austal to develop and implement Sales Excellence, an in-house developed program that draws upon Austal’s unique sales processes, techniques, experience and strategies and combines them into a self-assessment, mentoring and personal development tool for its global sales force. This program was very well received with the International Marketing Manager saying that the program had enhanced customer loyalty and will deliver better and repeatable sales outcomes for them. Austal developed a new arm of the business and asked us to provide a facilitator to work with a small internal team of people to develop the branding for this new area, whilst keeping in mind that it had to fit the branding of the whole business. The facilitator enabled the group to get to a much further point in the branding than they had envisaged and provided them with a plan to implement what they had discussed.
Wesfarmers CSBP
It is always a rewarding experience working with a client that knows what it wants. This business was prepared to spend time and resources to ensure they acheived a high quality leadership development program . Our aim was to ensure the time and resources spent by the company had a long lasting impact on the ongoing performance of the company. Our brief and aim was to “deliver a high quality development program that stuck”.
Other work for CSBP Ltd has included facilitation at senior team level, one-on-one coaching, debriefing of DiSC profiling, and also guest speakers for onsite lunch time forums.
Chevron
Several projects ranging from facilitation of high level environmental discussions; to mapping competencies for support areas; through to working on a team desiging the new frameworks for service delivery; and providing a range of cultural awaress training programs for local and relocating employees.
Coles
As part of the acquisition of Coles by Wesfarmers we were involved in the some of the initial programs for the senior managment team’s introduction to the Wesfarmers’ business model.
RAC
The RAC wanted to build the capability of its customer service people. They asked us to develop a system where customer service people would try to sell a product during the customer’s call. This included us developing a sales system for the RAC. We then designed and delivered sales training and coaching for the Call Centre and then for other areas in the business. A little while later the RAC wanted to revise its Performance Management program and called on us to do this and then to train all the managers in how to use it. Due to the success of these two projects we were asked to facilitate the RAC’s Workforce Agreement.
