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
ABOUT THE TRAINER - KAREN PRIEST
Karen Priest’s extensive career spans 30 years' in the tourism and hospitality sector in the United Kingdom, South Africa, New Zealand and Western Australia. She has served on several tourism industry boards and committees, including Tourism Council Western Australia (TCWA), and is known for developing and implementing strong growth strategies using her effective leadership, sales, marketing, communication and presentation skills.
Karen is the Principal of Smart Tourism, a boutique marketing consultancy which provides strategic solutions and advice to the tourism industry. She has an extensive hotel management background and gained significant destination marketing and management experience working in senior roles with various regional, state and national tourism agencies.
With her passion for tourism marketing and helping businesses succeed she is highly regarded by the industry as a specialist in her field.