Published on September 24, 2014
WELCOME TO WORLDHOST™ ©People 1st is the sector skills council for hospitality, leisure, travel and tourism. A sector skills council is a government recognised, employer-led body established to support the development of skills and training within that industry. WorldHost® Training Services builds on more than 20 years of expertise to deliver proven, world-class workshops that position tourism-related organisations to succeed.
EXCELLENT CUSTOMER SERVICE IS CRUCIAL • The average business never hears from 96 % of its unhappy customers • A dissatisfied customer may tell 9-10 people • For every complaint received there are 26 customers with similar concerns • 70 % will do business again if the complaint is resolved effectively • 95 % will do business again if the complaint is resolved quickly • Customers who have complaints satisfactorily resolved tell 5 people • lt costs 5 times more to attract a new customer than keeping an existing one
EXCELLENT CUSTOMER SERVICE WILL BENEFIT YOUR BUSINESS Excellent customer Service Happy customers It costs as much to gain ONE new client as to keep FIVE existing Repeat purchases and referrals Compete more effectively Better profits ones
EXCELLENT CUSTOMER SERVICE WILL HELP WITH EMPLOYEE ENGAGEMENT Knowledgeable, empowered employees who: Work better within the team Feel confident, happy and proud Are more loyal – reducing recruitment costs Generates more revenues for the business Become more eligible for career advancement Engaged employees
ABOUT WORLDHOST A world-class customer service programme developed in Canada to train 40,000 volunteers and tourism staff at the 2010 Vancouver Winter Olympics: • Used to train nearly one million people worldwide • Adapted for the UK market by People 1st, the sector skills council for hospitality, passenger transport, travel and tourism, and launched in 2011 • Consisting of five programmes: The Principles of Customer Service one day The Principles of Supervising Customer Service Performance one day Customers with Disabilities half day Service Across Cultures half day Ambassador Workshop (for volunteers) half day Awarded the Inspire mark in July 2011 and adapted to meet the needs of Olympic contractors and businesses (WorldHost Principles of Hosting 2012)
WORLDHOST IS UNIQUE • Proven track record • Flexible in its delivery – open courses or in-house • Quality-assured through regular trainers’ auditing • Leading to a WorldHost Recognition Accreditation for the business • Providing a quality-assured level of service recognised throughout the industry • An essential tool to protect businesses’ bottom line
WORLDHOST IS INTERACTIVE • Dynamic and highly interactive • Participative – certification based on 50% written test and 50% participation • Supported by excellent resources and practical guidelines Delegate Workbook Visual scenarios / DVDs Branded pens WorldHost delegate pins • Leading to a qualification
WORLDHOST IN THE UK • Backed by the industry • Supported by VisitBritain • Clients that have been trained on WorldHost by Star Quality Hospitality Consultancy include: Shampan Restaurants De Rougemont Manor JD Wetherspoon Royal Society of Medicine Oxford and Cambridge Club To name just a few….
WORLDHOST SUPPORTS UK BUSINESSES • WorldHost provides a nationally recognised customer service standard • WorldHost will help Britain improve its ranking in the Brand Index Survey: Britain is currently ranked 9th for its Welcome (moved up 3 places post Olympics) 65% of businesses say their staff lack customer handling skills 57% of visitor economy businesses believe their staff’s customer service skills could be improved but only 13% use externally developed training • WorldHost offers a comprehensive customer service solution: Substituting the 23 different customer service qualifications previously available Addressing gaps such as dealing with customers with disabilities, service across culture and volunteers’ training
PRINCIPLES OF CUSTOMER SERVICE
WORLDHOST PRINCIPLES OF CUSTOMER SERVICE – One day Programme Overview: • Introduction to Principles of Customer Service • Hello & welcome – using and remembering names • Working towards WOW – first impressions • How effective is your communication – the communication process • The power of listening – why handle customer concerns • Tourism – it’s everybody’s business – the value of tourism is £38 billion per annum. (117 million visitors) • Five key commitments – Going the Extra Mile (GEM) • Three optional modules - 'Professional telephone techniques', 'Out and about in your community', 'Out and about in your country'
PRINCIPLES OF SUPERVISING CUSTOMER SERVICE PERFORMANCE
WORLDHOST PRINCIPLES OF SUPERVISING CUSTOMER SERVICE PERFORMANCE – One Day Programme Overview: • Why the supervisory role is essential in delivering great Customer Service • How to lead by example and demonstrate fantastic service • How to develop your team to improve customer service standards • Techniques to motivate and coach your team members • How to implement clear customer service standards • Actions to take when customer service goes wrong • How to measure your team’s customer service performance • How to use those measurements to improve future performance
CUSTOMERS WITH DISABILITIES
CUSTOMERS WITH DISABILITIES – Half day Programme Overview: • The appropriate words to use when referring to different disabilities • Tips for improving communications with disabled customers • Common disabilities that customers may have, and appropriate ways to offer assistance • How to be more aware of their own feelings, misconceptions and biases when serving disabled customers • The value of tourism, and why disabled customers are such an important market • How to identify tourism businesses in your community that are accessible to disabled customers
SERVICE ACROSS CULTURES
SERVICE ACROSS CULTURES – Half day Programme Overview: • The importance of overseas tourism to your business • How your own culture and traditions can affect your view of others, and how to avoid making assumptions • Common myths about some of the UK’s biggest overseas market – and the truth behind them • Tips and techniques to help you communicate with customers if there is a language barrier • How to become a “people to people ambassador”
AMBASSADOR WORKSHOP – Half day Programme Overview: • Why your role as an ambassador is so important, and how powerful your connection can be with visitors to your community • How to demonstrate a warm welcome to customer and visitors and respond to different needs • The importance of a positive attitude • How to become familiar with the community you represent, equipping you with the knowledge to answer customer queries
THE WORLDHOST RECOGNITION SCHEME • The WorldHost Recognition Scheme is a nationwide campaign • The scheme recognises businesses, towns and cities as well as sector organisations for their commitment and support to improving customer service standards in the UK • A business can gain WorldHost recognition as soon as 50% of its front-line staff (including part-time and seasonal) have completed any of the five WorldHost programmes. The WorldHost Recognition Certification is valid for 2 years • Towns / cities and industry organisations can demonstrate their commitment to engage their community in the programme to gain WorldHost Recognition Destination status by training 25% of the businesses in your area
THE WORLDHOST RECOGNITION SCHEME - BENEFITS • Be able to display the WorldHost recognition logo on all your collateral and on websites that promote your destination • Promote a positive sense of pride in your local community and businesses • Make sure that staff in your local businesses are trained in the art of customer service, creating a culture of excellent service in your destination • Give staff in your local businesses the opportunity to achieve a nationally-recognised qualification in customer service • Create a PR opportunity for your destination – let your local media know that your businesses have been recognised for great service! • Be able to put your destination forward for customer service awards and competitions – and be confident in your ability to win!
WORLDHOST RECOGNITION PROGRAMME Certificate Window Stickers
ARE YOU CUSTOMER SERVICE TRAINED? • Over 100,000 new hospitality roles need to be filled over the next five years. • A quarter of industry’s managers are under the age of thirty. Contact me now to arrange WorldHost training for you and your staff. Name: Monica Or Email: firstname.lastname@example.org Telephone: 07973 380913
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Specialties. Hospitality Consultancy, Managing Your Staff, Excellent Customer Service, Developing Hospitality Rising Stars
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