Worldhost Principles of Customer Service in Hospitality, Travel & Tourism

THE PRINCIPLES OF CUSTOMER SERVICE (1 day)

Overview
This highly interactive course provides the fundamental framework on which to base your customer service standards. This session is delivered over the course of a day and is fun, participative and addresses all learning styles allowing all delegates to absorb and retain key messages.

What will delegates learn?
 
• Welcoming people skills
• What forms a first impression?
• Why should I handle customer concerns?
• The communications process
• Effective listening
• Visitor needs
• The Value of Tourism
• Personalised key commitments
• Topics to avoid 

 

Individuals who are currently in a customer facing role but who would benefit from formal training.  It can also be used as a refresher training course for all staff, especially if the business is looking continuously at improving customer retention and seeing immediate results.

AMBASSADOR WORKSHOP (½ day)

Overview
This half-day workshop supports ambassadors and volunteers in providing a warm and friendly welcome.  It equips participants with the resources to interact with, and assist, visitors to Northern Ireland and provides an opportunity to build on delegates’ existing skills as representatives of Northern Ireland to our visitors. The workshop provides a detailed knowledge of the tourism product in Northern Ireland and within your specific tourism destination.

What will delegates learn?
 
• Demonstrating a warm welcome
• Local tourism resources
• Ambassador resources
• The pride factor
• Lasting impressions 
 
LOCAL FAMILIARISATION ACTIVITY (½ day)

In order to improve and update knowledge of local visitor attractions and facilities, participants will be involved in a walking or bus tour of the local area.  This is a required element of the programme.