Introduction

At Stena Line we constantly strive to provide the best possible experience for our customers. In order to do this we need to ensure our customers receive the best service experience. This can only happen if we all follow standards in regards to how we deliver that experience to them across the fleet. Our objective is to increase customer loyalty and generate repeat business which are critical success factors for our business. Providing a set of consistent service standards for our employees to follow is a vital element of this journey.

The following manual outlines the agreed service standards for each of our onboard locations and should be closely followed by all customer facing employees. The service standards will not only help you provide a higher level of service but also help develop your skill base and knowledge as well as clarify what our customers can expect.