This is an entry-level workshop ideal for front-of-house staff, customer-facing employees or managers looking to take a more active role in the customer experience.
Customer service is one of the most important parts of your business and it has a huge impact on your sales, recommendations and inevitably, future success. Customer service impacts brand choice and loyalty for most consumers, and in this competitive tourism market, it is crucial to offer the best service to your customers. As visitors begin to return, now is the perfect time to review your businesses’ customer service and upskill your staff to ensure they can meet the changing expectations of visitors.
This workshop will help you audit your current customer service and offer practical ways to go above and beyond for your customers. The session will look at the power of word of mouth, repeat visitation, understanding your customers’ needs, and upselling. From body language and complaint handling, to cross selling and knowing your brand, this workshop is packed full of insights to help you make practical changes in your business to take your customer experience from good to great.
The workshop covers the following topics:
- Customer service excellence
- Body language
- Understanding the customers’ needs
- Brand awareness and promoting local product
- Complaint handling and telephone techniques
- Upselling product and sales techniques
- Understanding the value of tourism in Western Australia
- Understanding brand awareness
- “Easy, Quick and Really Helpful” principles
By registering for this event, you agree to the booking conditions at the bottom of this page.
ABOUT THE TRAINER - KRISTY BAILEY
Kristy has more than 20 years’ experience in strategic marketing, communications and PR within the tourism industry and continues this industry involvement as Director of both Swan River Seaplanes and One Eighty Marketing. She holds a range of qualifications including a Diploma in Tourism and a Masters in Marketing and additionally holds membership with several professional organisations including the Australian Marketing Institute where she is a recognised Certified Practicing Marketer (CPM). Throughout her career she has represented businesses from all aspects of the tourism industry including retail and wholesale travel companies, conference and incentive houses, cruise operators, tour operators and luxury resorts.