If you’re one of the thousands of people on the front line of Scotland’s tourism industry where you work closely with visitors on a day to day basis then this programme is for you.This highly practical one day training course involves five sessions and shows you ways of delivering inspirational customer service not just once but day after day.
- Scottish Tourism – The Big Picture: Learn about the latest trends and research in Scottish tourism, how it’s adapting to meet the needs of an increasingly demanding market and the key organisations and main initiatives currently operating in Scotland.
- Focusing on Customer Expectations: Interactive, stimulating and fun. This session puts you in the customer’s shoes to discover what great service really means to them and how to exceed their expectations.
- Choosing your attitude: Having a positive attitude can have a huge impact on how we feel about ourselves and others. This session looks at how to think positively, be confident and how to stay that way when dealing with customers and colleagues.
- Encouraging Customer Feedback: This very practical session looks at ways of effectively handling positive customer feedback, complaints and enquiries.
- Continuous Improvement and Action Planning: We end by showing how we can keep delivering outstanding customer service and commit to four positive actions you will implement once you’re back at work.
Costs:
Open Course: £59 per person plus VAT including all course materials, lunch, tea and coffee.In-house programmes: Contact your trainer to discuss your specific needs for in-house delivery
“A fresh focus on delivering a first class experience for our many customers has undoubtedly delivered benefits, not least our new four star visitor attraction rating. The One Hundred Thousand Welcomes training helped develop a new perspective on the importance of creating a positive memorable experience for our customers.”
Elaine Green, Sales Manager, Lothian Buses
