If you're thinking of coming along on a WorldHost training course, it would be good idea to know a little about it. So here's a summary for you.
To start off, here are a few things that WorldHost is
not.
- It's not a new religion.
- It's not about making cups of tea around the world.
WorldHost is in fact an international customer service training programme. It was devised by the Canadians - and by the way, Canada is the best country for customer service according to a recent international survey. Since 1985, over one million people have been trained on the programme in 17 countries around the world. In other words, this is a tried and tested programme.
There are two programmes currently being rolled out in Northern Ireland - the Principles of Customer Service and the Ambassador Programme. (We'll blog about the Ambassador Programme next week.)
The Principles of Customer Service covers:
- Why businesses need customers
- How to welcome customers and then how to remember their names
- Making conversation ie not talking about the weather all the time.
- Communication skills - verbal, vocal and non-verbal
- Telephone answering skills
- Listening skills
- Handling complaints
- Going the extra mile
This is not a day of "death by powerpoint". Yes, there are slides but there are video clips, group activities and role plays. And participants have a lovely workbook which guides them through the day, not forgetting the excellent facilitator!
Don't just take my word for this, here is what one of my course participants had to say about the day. (And I didn't pay her to say this!)
“We
had a great time on the course and definitely were inspired to provide a better
service to one and all. Good luck with your future courses.
The people who attend are lucky to have such a charming, professional
tutor.” Christine Kane, Manager, Muriels
Cafe Bar, Belfast
(The photo which includes Christine was taken at Titanic Belfast as part of the Ambassador Programme.)
If you would like to come along on a WorldHost course, please email lynda@customersensetraining.co.uk.
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