DESTINATION WELCOME TRAINING
There are 2 options: –
- The Destination Welcome 1 day programme will be a one-day course – 7 guided learning hours per day
- The Destination Welcome Manager 2-day programme will be a two-day course – 7 guided learning hours per day = 14 Guided Learning Hours
Training will be face to face in addition to running daytime programmes 09:00 – 17:00, the training can be delivered if required as:
- Twilight sessions
- Sessions to cover shift patterns
- Weekend sessions
- Half day sessions
Modules as follows: –
Destination Welcome – One Day
| Module | Modules | Module Descriptors |
| 1 | History of LCR | · Who is LCR?· Key facts and figures of LCR· History of key buildings and monuments · What is LCR known for?· Main hospitality facilities – restaurants, bars and activities |
| 2 | How to provide a warm welcome to the visitor | · Understanding your personal impact as a tour guide; what impression do you create?· Questioning techniques and active listening· Establishing rapport and showing real empathy · The importance of making a first impression |
| 3 | Exceptional customer service and the customer journey | · Who are your customers?· Barriers to customer service· Customer needs versus expectations.· The customer experience: what does ‘customer excellence look like?· The touchpoints of the customer journey of a tour guide· The benefits of upselling |
| 4 | Offering assistance and giving information including areas such as travel info (distance from places; where are the key gateways, events, attractions) | · What is an Ambassador and why is the role important for the City Region?· Key knowledge, skills and behaviours required to be an Ambassador?· The purpose of the business and the region and what ‘brand promise’ means· Key events including Eurovision and The Open |
| 5 | Useful social media sites and information for the visitor | · Types of platforms used for gaining information· The most effective social media sites in LCR |
| 6 | Cultural awareness and language training – use of technology to help visitors | · The link between cultural diversity, an inclusive environment and organisational success· Defining diversity, Equality, and inclusion· Technology that may meet the needs of your customers· Understanding different types of unconscious bias and where they come from· How to mitigate the negative effects of unconscious bias to improve your judgement and decision-making· Overcoming the barriers to building multi-cultural relationships· Opportunities to support English as a second language |
| 7 | Safety and security of the visitor (some knowledge and linking into threat levels) | · ‘Duty of care’ to guests and other visitors. · Making premises ‘reasonably safe’,· Making your guests aware of your emergency procedures · Considering guests and their needs (e.g., children, disabled guests) · Terrorism threat levels· What to do in an attack· Reporting terrorism |
| 8 | Providing an accessible and inclusive service | · The meaning of inclusivity· Identifying customers and different needs· Types of accessible services· How we can provide accessibility and consequences of not providing it· Terminology from WHO· Types of disabilities including physical and mental· Protected characteristics |
| 9 | Communication skills | · Effective Communication· Barriers to effective communication? · Verbal and Non-verbal Communication · Communicating Face-to-face and Over the Telephone · Building rapport – sounding friendly and confident · Hearing and listening – asking questions for clarification · Speaking clearly – speed, articulation, sentence structure, reinforcing the main points · Checking understanding |
Or
Destination Welcome Manager – 2 days (day 1 as above, plus day 2; day 2 details below)
| Module | Modules | Module Descriptors |
| 1 | Best practices of a world-class customer service provider | Customer-centric focus; finding out what your customers want and needMaking the customer feel special and valuedIdentifying the customer’s real problem(s) |
| 2 | Developing a customer-focused mindset for continuous improvement | What is continuous improvement?The benefits of continuous Improvement?Leading a team to become customer focused |
| 3 | The brand, customer retention and loyalty | The importance of the brand Methods to retain customersHow brands can maintain loyalty |
| 4 | Customer service standards, needs and expectations (including feedback) | Maintaining customer service standardsMeeting and Exceeding needs and expectationsCollecting and analysing feedback |
| 5 | Setting SMART goals to increase productivity in customer service | Key Performance Indicators in Customer Service ManagementImplementing, setting, and monitoring SMART goals |
| 6 | Conflict resolution skills to work with difficult customers | Confronting common problems which occur in the industryResolving conflict using conflict management tools and techniquesHandling difficult conversations |
| 7 | Emotional intelligence, your team, and stressful situations | What is Emotional Intelligence and why it is important in Customer Service.How to develop our own Emotional Intelligence and that of your team. |
| 8 | Getting your team to go the Extra Mile | The meaning of going the extra mile The importance of leading your team to go the extra mileMethodologies for going the extra mile |
| 9 | The ‘customer experience/ touch points’ and your organisation’s vision/mission statement | The customer experience: what does ‘customer excellence’ really look likeThe touchpoints of the customer journeyCustomer service strategy, vision and mission |
| 10 | Improving teamwork and motivating your customer service team | The elements of a good teamTheories of teamwork and leading your teamThe characteristics of good teamsThe barriers to effective teamworkTheories and techniques for motivating your team |
| 11 | Empowering your team to improve service excellence | Understanding the basic elements of negotiationsUnderstanding how to design and execute a negotiation processHow to communicate one’s own interests and understand other people’s interests |
| 12 | Recording and monitoring customer service issues | The importance of recording and monitoring issuesResponding to feedbackLegislation governing recording and monitoring |
| 13 | The Manager ‘s role in service recovery | Managing the issue and the customer.Identify how to handle aggressive or abusive customer behaviour.Master your own emotions when dealing with customer complaints.Methods of service recovery |
| 14 | Negotiating win-win outcomes | Preparing for a negotiation by identifying clear objectives and analysing issues, facts, opinions, strategy and styleDeveloping a structure and strategy in negotiationAnalysing your own and the other party’s strengths and weaknessesFormulating a win-win situation |
Delivered by Lynne Rumsby Logistics Consultancy Ltd
