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Background
The Welcome to Excellence series of Customer Service
Training Programmes are currently run by the Northern
Ireland Tourist Board to assist individuals and organizations
in the tourism, leisure and hospitality industry to
provide first class standards of service on a consistent
basis to both visitors and local residents.
Courses
There are now 3 one day training programmes available
in Northern Ireland, which provide front-line staff
and managers with the skills they need to provide
high standards of service.
Welcome Host
Designed to improve standards of customer service
given to visitors. 
Welcome Host Plus
Building on Welcome Host this course introduces the
participants to advanced customer service and communication
skills which help give the business a competitive
edge.
Welcome All
Designed to provide practical advice and guidance
on service to customers with disabilities and special
needs. (includes information on the Disability Discrimination
Act)
Sector Specific Modules
In addition, Sector specific versions of Welcome
Host are now available, tailored to the needs of seven
industry sectors.
This brand new initiative allows your staff the opportunity
to put the key learning message from Welcome Host
into a practical context, which is directly relevant
to their everyday work.
The sector specific courses use the Welcome Host
course as a basis with additional information and
materials focusing on one of the areas below:
• Pub, Clubs and
Bars
• Visitor Attractions
• Arts and Entertainment
• Sport and Leisure
• Transport
• Retail
• Conferences and
Exhibitions
The New Brand
To ensure these courses continue to meet the changing
needs of both the industry and its customers, they
are currently being re-developed and re-branded Welcome
to Excellence. Each participant will still receive
a badge and certificate as well as the new tailor-made
support materials that accompany each course.
Welcome to Excellence courses are designed for new
and more experienced employees working in:
• serviced or
self-catering accommodation
• holidays caravan
and camping parks
• visitor attractions
• leisure, arts
and entertainment centres
• travel and transport
• local authorities
and Tourist Information Centre staff
Through Welcome to Excellence, people working in tourism
have the opportunity to:
• achieve excellence
in customer service
• exceed guest
needs and expectations
• provide an environment
where courtesy, helpfulness and a warm welcome are
standard
• focus and develop
individual skills
The benefits of delivering quality customer service
include:
• higher levels
of repeat custom
• vital word-of-mouth
recommendations
• improved staff
recruitment and retention
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