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“Growing
a Competitive Tourism Industry through Excellent Customer
Service”
From September 2003, 3 new Customer Care training
programmes for the tourism industry will be available
across Northern Ireland. These are being introduced
to Northern Ireland by TTT in partnership with the
Northern Ireland Tourist Board under the new umbrella
brand of Welcome to Excellence. The new suite of programmes
are designed to enable organisations in tourism and
related industries maximise the many benefits of quality
customer service including higher and repeat business,
favourable word of mouth recommendations and staff
retention. The programmes include: -
• A completely revised and updated
Welcome
Host course. This participative one day course
provides staff with the communication tools and insights
into customer expectations to enable them to provide
service excellence, deal effectively with difficult
situations and contribute to increased business performance.
• Sector
Specific versions of Welcome Host are also
available tailored to the needs of seven industry
sectors: Pubs, Clubs and bars, Visitor Attractions,
Arts and Entertainment, Sport and Leisure, Transport,
Retail and Conferences and Exhibitions.
• A new advanced one day customer
service skills course Welcome
Host Plus provides the opportunity for staff
to excel in the provision of a world class standard
of service. It is appropriate for staff who have a
customer-facing role and beneficial for those with
supervisory and duty management responsibilities.
• A fully revised Welcome
All programme provides practical advice and
guidance on providing a service to customers with
additional and specific needs.
TTT are pleased to announce that the contract for
the Operational Management and Administration of the
new programmes has been awarded to Abbey Training
Services. Under the contract Abbey’s role will now
be to provide day to day programme administration,
trainer training and quality assurance. Central marketing
and ongoing publicity for the programme will be co-ordinated
by TTT in association with NITB together with arrangements
for a new Strategic Development Group to advise on
future programme development requirements.
The revised and re-branded Welcome to Excellence courses
will be launched on 11th September 2003, when full
details of all the courses, together with details
of approved trainers will be made available. If you
are interested in attending the launch, or in having
more information on the new programmes in due course,
please let us know at: info@tttni.com,
or watch our website: www.tttni.com for updates.
Since 1995 some 12,000 people have benefited from
the original Welcome Host programme. We are confident
that the new programmes will impact positively on
customer care delivery and play an important part
in helping businesses not just to meet but to exceed
today’s ever increasingly sophisticated customer expectations.
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