A latte, a plug and good customer service

It was just a typical day for me working as a freelance marketer and trainer.  I had a meeting in the morning and then had another meeting later in the day.  It was pointless in returning home in the interim so it was a good excuse to have a coffee and catch up on a few emails.

I decided on a nice coffee shop and quickly found a car parking space nearby.  Laptop bag under my arm and I headed to the counter to order a latte with a fifteen.  When I reached the top of the queue, I placed my order and I asked where was the best place to sit so that I could recharge my laptop as my battery was running low.

The female member of staff took a quick look around the coffee shop which had 50+ seats. She then told me that their plugs were under the floor and that I couldn't use any as they were not underneath the tables.  It would be a health and safety hazard to have trailing leads.  Someone was already sitting beside their only one wall-mounted socket.  She asked me for my money and that was it as far as she was concerned.

I sat down and I was fuming.  The girl simply did not care that I was dissatisfied and made absolutely no effort to help me.  I spotted plug sockets on the floor and to eliminate any health and safety issues, she could have moved a table about 12 inches and I would have been happy.

What did I learn?

1. In today's technological age, we use lots of mobile digital appliances.  Many clever coffee shop owners have grasped the importance of the mobile business person and have plugs conveniently sited beside tables or benches to meet their needs.  Coffee shops who think their businesses can rely solely on the "ladies who lunch" have a lot to learn.

2. The girl's attitude was very poor.  She didn't care about me and the dying battery on my laptop.  She was more interested in having a chat with her colleague then meeting the needs of a customer in need of a recharge of both coffee and electricity.

3. Because of the lack of an accessible plug but primarily because of the poor staff attitude, I will not be back there.  Customers have lots of options where to spend their money and businesses have to entice us to visit their business.  Good food is not enough as the staff interaction often makes the difference when we are deciding whether to go back or not.

4. A lot of businesses still need WorldHost Customer Service Training! If you are interested in finding out more about this course, please drop an email on lynda@customersensetraining.co.uk.

All aboard the Holiday Inn Express, the first WorldHost hotel in Antrim

Smiles all around as Julie Stirling (Human Resources Manager at the Holiday Inn Express) receives the WorldHost Business Award from Gerry Brown (People 1^st Director of Operations) and Lynda Willis (WorldHost trainer from Customer Sense Training).  Looking on are, from left, Stephen Kingsbury, Ryan Cobb, Louise McKinstry (Tourism NI), Roisin McKee (People 1^st, NI Director) and Ana McColgan (WorldHost Master Trainer).

The Holiday Inn Express has become the first hotel in Antrim to receive WorldHost Recognised Business Status.  WorldHost is a customer service training programme that was developed for the Northern Ireland market by sector skills council, People 1st, in partnership with Tourism NI.  The programme offers delegates a comprehensive training toolkit that can be used across a wide variety of industries.
 
WorldHost Recognised Business Status is awarded to businesses that have trained 50% or more of their frontline staff using WorldHost training programmes and signed a commitment to delivering excellent customer service. The Holiday Inn Express, who have been training their staff on this programme over the last three years, have 90 bedrooms and are situated beside the busy Junction One outlet shopping complex in Antrim.

Gerry Brown, Director of Operations from People 1st, who visited the hotel recently to present their WorldHost Recognised Business award, said: “It is excellent news that the Holiday Inn Express in Antrim has embraced the WorldHost programme. WorldHost Recognised Business status is an official acknowledgement of the business’s investment to ensure that all their customers have a positive experience; receiving the attention and service they deserve from polite and courteous staff.”

On receiving the recognition, Julie Stirling, Human Resources Manager at the Holiday Inn Express commented: “We are passionate about service standards and are incredibly proud to have achieved WorldHost Recognised Business status.  When our customers see the WorldHost logo displayed in our business, they will know that we have made a commitment to delivering an exceptional experience for them.  Not only does this generate a positive buzz about the service we offer, but it helps to promote the hotel as a friendly and welcoming destination to both our leisure and business customers.”
 
Tourism NI is rolling out the WorldHost programme in Northern Ireland in partnership with sector skills council, People 1st to help businesses gain a competitive edge and position Northern Ireland as a World Class Tourist Destination.

Lynda Willis was the Aghalee-based licensed WorldHost trainer who trained the team from the Holiday Inn Express in Antrim.  “It has been a pleasure to work with the team at the Holiday Inn Express in Antrim over the last three years.  I’ve held a number of training courses there myself and have experienced their attention to detail as well as a genuine welcome.  They really deserve this award and it is a tangible sign to their customers of their long-term commitment to excellence service.”

What do Linda Lusardi and Bruce Willis have in common?

Any idea as to what Bruce and Linda have in common?

Yes I know they are both famous and they can act but they have at least one other thing in common.

The answer is me!!!  My first name is Lynda (as in Lusardi) and my surname is Willis (as in Bruce).  By associating my name with two celebrities, hopefully you will stand a better chance of remembering my name.

Remembering names is a real challenge for most people but it is so important to remember the names of your regular customers.  It builds rapport with them and helps to break down barriers.  It shows that you care about them as an individual and not just as a £ sign!

You may know the food or product which your customers buy regularly but make the effort to find out the names of your regular customers and develop a clue as to how you will remember their name.  But please don't tell the customer your clue!

There are other very good methods to remember names but you will have to come on a WorldHost course to find out. There are a few spaces left on open courses happening soon in Antrim and Moira but drop me a line to if you would like to find out more or check my website for more details
http://customersensetraining.co.uk/worldhost/

Floating your boat

Have you ever been to a restaurant and you've come away saying that it was just ok?  The surroundings may be lovely and the food was good but you just didn't feel terribly positive about the experience.  Perhaps it's hard to put your finger on what was wrong.

I was in a restaurant last weekend and it just didn't "float my boat".  And you've guessed it, the staff did not make me feel terribly welcome.  Yes, they were polite but they just were completed disinterested in me and my booking.  It wasn't particularly busy either.

Good food simply isn't enough.  Being polite isn't enough either.  Businesses need to love their customers and give them such a positive experience that customers will pick them when next in the locality.  I wasn't expecting a red carpet but I did expect some personality and interest especially when I tried to engage staff members in conversation.

By contrast, I was in another restaurant a few weeks ago.  Staff were really helpful and aimed to sort out all our requirements.  There was a bit of banter too and I gave a generous tip at the end.  I know that not every customer wants to be your best friend but a warm welcome is required for every customer.  A smile and genuine interest in people will go a very long way,  

Please try to be excellent and not just ok in how you deal with your customers this weekend.  Try to "float your customers' boats"!

Lesser Spotted Ulster

Do you remember the UTV programme called "Lesser Spotted Ulster?" where Joe Mahon takes a look at places and events "on the wild side"?  Well, I'm thinking of renaming my WorldHost courses as "Lesser Spotted Ulster" too as there are so many hidden gems on our doorstep that we don't even know exist.

Last week, I was in Newry with a great group from Seaview Guest House, Formula Karting, the Fun House, Sugar Supper Club, Heart and Home and Thee 1 Beauty Salon.  As part of our familiarisation trip, we stopped off at Flagstaff Adventures http://www.flagstaffadventures.co.uk/ which is just off the main Belfast -Dublin road before you come to the border.  Jason Cromie (who was also on the course) set up this business recently and gave us the opportunity to do some paintballing and off-road driving in 4x4s.

It was both scary and exhilarating as we were driven around the course on Flagstaff Mountain with breathtaking views of Carlingford Lough and the Mourne Mountains.  The other course participants live in the area and didn't know that the business existed.  Everyone really enjoyed the experience and promised to spread the word to their friends and family.  We also were able to evaluate the customer service which we experienced there - it was excellent, by the way.

When we go away on holiday, we take time to explore the various tourist attractions in the locality but when we are at home, we simply never get around to it.  We need to get out more and visit the many hidden gems which are on our doorstep.  Then we can recommend them to our visitors and hopefully they will stay longer in our area.

As Spring has sprung (I hope!), take the opportunity to get out and about this weekend to visit some of your local tourist attractions in "lesser spotted Ulster".

Take care

Lynda

PS I know some of you will be disappointed if I don't tell you when my next courses are happening so here they are for you.

Lisburn - 11th and 18th March
Lurgan - 24th and 31st March
Armagh - 27th March and 3rd April

Click here for more details  http://www.eventbrite.co.uk/o/customer-sense-training-and-consultancy-983509711

The Twelve Days of WorldHost in 2013

We've had a fantastic year training amazing people at brilliant visitor attractions in Northern Ireland. We've picked a selection of photos that captured 2013 for Customer Sense Training and Consultancy and perhaps you are in some of them. Sorry if we have left anyone out but there were so many to choose from. 


Day 1: Crumlin Road Gaol

Day 2: Coca-Cola Factory, Lisburn



Day 3: WorldHost Business Recognition Award Ceremony at Good Cottages



Day 4: Fun House, Newry



Day 5: Lyons Karting, Hillsborough

Day 6: World of Owls, Randalstown



Day 7: Ulster Aviation Society, Lisburn



Day 8:
Formula Karting, Newry

 

Day 9: Hillsborough Castle



Day 10: Felting at the Irish Linen Centre and Museum



Day 11: Superdrive Motor Sports Centre, Portadown



Day 12: Tayto Castle, Tandragee

Thank you so much to each of the attractions, hotels, conference centres and coffee shops that we have visited this year.  We couldn't have got there without the amazing people in the coach companies that we have used too.  If you have sent people from your organisation on a course, we are very grateful of your support this year and we hope that you will send more people on WorldHost training courses in 2014.  The lovely people at the Department of Employment and Learning are still funding WorldHost until 31st March 2014.

Finally, we would like to wish you a very merry Christmas and a happy new year to you and your family.


Lynda, Heather, Jane, Sarah and Jonny
The Customer Sense Training and Consultancy Team

Are you getting?

“Are you getting?” was how I was greeted in a fast food restaurant recently.  It was accompanied by a scowl and it came after a three minute wait while I watched the disinterested employee put a few orders on to trays.

Was I a valued customer?  Definitely not.  Was I given a warm welcome?  Definitely not.  Will I return?  Let’s say, it won’t be top of my list of “must return soon” businesses.

This assistant in the fast food outlet failed on a number of reasons including:

1.      Although she was busy serving other customers, she didn’t acknowledge me at all and say “I will be with you in a minute.”  Instead, I had an uncomfortable wait while I wondered should I walk out and go to a competitor.

2.      She scowled at me – I wonder was she able to smile at all?  It’s not hard to smile at customers and let them know you are glad that you have come to your business.  It wasn’t the only restaurant I could have visited in the area.

3.      She said “Are you getting?”  That’s not even a proper sentence.  “Hello, how can I help you today?” would have been a much warmer and professional greeting.

Am I being fussy?  Perhaps so but if I was an American visitor arriving in Northern Ireland for the first time, I wouldn’t be too impressed with the greeting that I received.  It’s definitely not the way that we would welcome a good friend or family member to our workplace.

Over the next few weeks, it is silly season while the Christmas rush is on.  Even though you are really busy, try to remember the WorldHost golden rule of welcoming customers as they enter your premises with a friendly smile and a “Hello, how can I help you today?” instead of “Are you getting?”  Hopefully that will be part of the answer to get customers to come back to your business in the future.

PS Check our website (www.customersensetraining.co.uk) for details of WorldHost Customer Service Courses in January and February in Craigavon, Newry, Antrim and Lisburn.

Newry businesses raise the bar on customer service standards

Eleven local hospitality and leisure businesses from the Newry and Mourne area have successfully completed WorldHost Customer Service training.  Councillor Michael Ruane, mayor of Newry and Mourne Council presented certificates to the ‘WorldHost graduates’ at a special ceremony at the Sean Holywood Arts Centre on Tuesday 12 November.

“Good customer service is the lifeblood of any business”, Councillor Ruane explained. “Exceeding your customers’ expectations first time, every time will secure their loyalty, help grow your customer base, build your reputation and give your business an edge over your competitors. The key to making sure this happens is through training.”

The Northern Ireland Tourist Board (NITB), the sector skills council People 1st, and the Department for Employment and Learning are working in close partnership to provide WorldHost customer service training in Northern Ireland. The initiative aims to help businesses improve customer service skills in a range of industries including the tourism, hospitality, leisure and passenger transport sectors.
Louise McKinstry NITB Skills and Development Officer congratulated all those who had taken the time to undertake the training in the interests of ensuring that visitors to Newry and Mourne receive the very best Northern Ireland welcome and service. 

“With Northern Ireland currently hosting an impressive series of events, celebrations and new visitor attractions, more visitors are coming to our area than ever before”, Louise commented. “We are delighted that local businesses are prepared to go the extra mile to provide the very highest standards of service to both visitors to the region and to local customers. This will help generate higher visitor numbers in the future which will be a great economic benefit to local business and the region”

WorldHost trainer Lynda Willis, who delivered the training, added her congratulations and also explained that nine of the businesses had also achieved ‘WorldHost Recognised Business’ status as over half of their staff had been trained up to WorldHost standards.

Michelle McKeown, Tourism Development, Newry and Mourne District Council, explained: “We would also like to thank the Department of Employment  and Learning for substantially subsidising the cost of the 2-day WorldHost course without which it would not have been possible for so many staff working in our local shops, cafes, pubs, restaurants, hotels and visitor attractions to refresh the skills needed to deliver outstanding customer service and become such excellent ’ambassadors’ for the area.”

“The funding will be available until 31^st March 2014 so I would encourage local trade who have not yet taken part in the programme to consider doing so”, Michelle added.

For anyone interested in finding out more about WorldHost, or booking a place on the next course in Newry on 18^th and 20th February 2014, please call 07773 423675.

WorldHost Course reaches for the skies at the Maze

Do we know much about the tourist attractions on our doorstep?  We’re very good at visiting tourist attractions when we are on holiday but we are not so good at visiting what’s in our locality.  People from six local businesses recently took part in the WorldHost Customer Service Programme which included visits to the Irish Linen Centre in Lisburn and the Ulster Aviation Society at the Maze.  WorldHost is an international customer service programme developed in Canada in 1985 and now used in over 17 countries around the world. 

“WorldHost ticked all the right boxes for us,” explained Zara Duffy, Director of Finance and Operations at the Employers For Childcare Charitable Group based in Lisburn’s Altona Industrial Estate.  “It reminded us about the basics of customer service such as giving a warm welcome, remembering customer names and answering the telephone.”

The two day WorldHost programme combines learning about customer service in the training room as well as going out and about to experience customer service firsthand in local tourist attractions.   The Northern Ireland Tourist Board, the Department of Employment and Learning and training company People 1st are the driving forces behind this initiative.

“We were delighted to welcome the WorldHost group,” said Ernie Cromie of the Ulster Aviation Society.  “Most of the group were completely unaware that we have 24 historic aircraft in a hangar at the Maze/Long Kesh prison site.  Now that they have visited, they will be able to recommend our centre to their customers, friends and family.”

Lynda Willis from Aghalee based Customer Sense Training and Consultancy was the trainer who delivered the programme.  Future courses are planned for Newry (5 and 12 November),  Lisburn (18 and 25 November) and Antrim (19 and 26 November).  For more information, please call 07773 423675.

 

Hanna's Close puts customers first and is awarded WorldHost business status

 

Historic self-catering accommodation Hanna’s Close near Kilkeel has become the latest organisation in Northern Ireland to gain national recognition for its commitment to customer service, after being awarded WorldHost Recognised Business status.  WorldHost is a world-class customer service training programme that has already been used to train nearly one million people worldwide, including front-line staff in hospitality, tourism, retail and passenger transport for sporting and cultural events across the UK.

WorldHost Recognised Business status is awarded to businesses that have trained 50% or more of their front line staff using any of the WorldHost training programmes and signed a commitment to delivering excellent customer service. With all staff trained to WorldHost standards, Hanna’s Close has officially become a WorldHost Recognised Business.

On receiving the recognition, Lily Annett of Hanna’s Close commented: “We are passionate about service standards and are incredibly proud to have achieved WorldHost Recognised Business status. When our customers see the WorldHost logo displayed in our business, they’ll know that we have made a commitment to delivering an exceptional experience for them. Not only does this generate a positive buzz about the service we offer, but it helps to promote Kilkeel as a friendly and welcoming tourist destination. ”

Hanna’s Close is one of the last remaining clachans or medieval-style small settlements in Ireland.  There are seven fine old restored heritage holiday cottages in the Close and another three a short distance away. All of them nestle near the foot of the Mountains of Mourne, about two miles northeast of Kilkeel. 

"The WorldHost programme is being rolled out in Northern Ireland by the Northern Ireland Tourist Board in partnership with sector skills council, People 1st, and the Department for Employment and Learning to help businesses gain a competitive edge and position Northern Ireland as a world-class tourist destination”, explained Lynda Willis (Customer Sense Training) who trained the staff at Hanna’s Close.  “The two day programme only costs £20 per person provided they qualify for funding from the Department of Employment and Learning.”

The next WorldHost Customer Service Programme takes place in the Mourne Country Hotel, Newry on 5^th and 12^th November.  For more information, please call 07773 423675 or email Lynda@customersensetraining.co.uk.

Antrim WorldHost Course meet Viking Warriors at Shane's Castle Game Fair

 

Gareth Salters from the Maldron Hotel tried his hand with a Viking sword and shield.

 

Antrim hotel and restaurant staff met up with Viking warriors, damsels in distress and celebrity chefs at the Shane’s Castle Game Fair recently to find out more about how the event looks after its 25,000+ customers every year.

The representatives of the Holiday Inn Express, the Maldron Hotel and the Back Shed restaurant were completing the WorldHost Customer Service Programme, the international customer service programme which was developed in Canada in 1985 and now used in over 17 countries around the world. 

“WorldHost ticked all the right boxes for us,” explained Ulick O’Donnell, the owner of the Back Shed restaurant on Antrim’s Bridge Street,  “It reminded us about the basics of customer service such as giving a warm welcome, remembering customer names and answering the telephone.”

The two day WorldHost programme combines learning about customer service in the training room as well as going out and about to experience customer service firsthand in local tourist attractions.   The group also visited Randalstown’s World of Owls and Antrim Castle Gardens.  The Northern Ireland Tourist Board, the Department of Employment and Learning and training company People 1st are the driving forces behind this initiative.

“We were delighted to welcome the WorldHost group,” said Albert Titterington, the Game Fair organiser.  “They were able to get a taster of the event which meant that they were able to recommend it to their customers.”

Lynda Willis from Aghalee based Customer Sense Training and Consultancy was the trainer who delivered the programme.  Future courses are planned for Antrim on 24th September and 1st October.  For more information, please call 07773 423675.

At Shane’s Castle, with Mayor of Antrim, Councillor Roderick Swann, are some of the team at the Holiday Inn Express, the Maldron Hotel and the Back Shed restaurant who were completing their WorldHost Customer Service Programme.

 

 

 

 

From left, WorldHost trainer Lynda Willis with Karen Steele, Tourism Development Manager at Antrim Borough Council with the Mayor of Antrim, Council Roderick Swann

 

 

 

Lisburn businesses celebrate WorldHost Business Recognition

Nine local Lisburn self catering accommodation businesses have become the latest organisations in Northern Ireland to be awarded the national WorldHost Recognised Business Status for their commitment to customer service.

Owners of Dunhill Cottage, Flatfield House and Clock Tower Self Catering, Heathfield Hall, Clenbelle B&B, the Coach House, Clintagh Cottage, Richmond Coaches, Good Cottages and Ballycanal Manor were presented with their WorldHost certificates at Good Cottages in Ballinderry on 8th May by Alderman Jim Dillon, Chairman of Lisburn City Council’s Economic Development Committee.

Also in attendance were Mr Sammy Gamble, Department for Employment and Learning; Mr Duncan McCausland and Ms Seaneen McGrady from the Northern Ireland Tourist Board.  The World Host Trainer is Ms Lynda Willis.

WorldHost Recognised Business Status is awarded to businesses that have trained 50% or more of their front line staff through the WorldHost Customer Service training programme and who have signed a commitment to delivering excellent customer service.

The Chairman of the Council’s Economic Development Committee, Alderman Jim Dillon, said: “I wish to offer my warmest congratulations to these organisations on receiving this accreditation.  With customer expectations of a high standard of service, local businesses  need to ensure the services that they provide not only meet but surpass expectations.

“I have no doubt that customer satisfaction is right on the top of each businesses’ agenda in the tourism and business industry. In such a competitive industry I am keen to see Lisburn based businesses seize every opportunity possible to enhance their customer service offer which is so very important” he concluded.

Sammy Gamble from the Department for Employment and Learning added
 “I welcome that these businesses in the Lisburn area are taking the opportunity to avail of the internationally recognised Worldhost Customer Service programme which DEL funds. WorldHost has clearly demonstrated how Government is working together through successful collaborative partnerships to ensure support is available for business to deliver excellent customer service. With nearly 6000 employees already successfully trained, it is clear that this programme delivers for employers and we look forward to continuing participation in the Lisburn area.”

The WorldHost programme is being rolled out in Northern Ireland by the Northern Ireland Tourist Board in partnership with the Sector Skills Council, People 1st, and the Department for Employment and Learning in order to help businesses gain a competitive edge and position Northern Ireland as a world-class tourist destination.

Businesses in the retail, hospitality, passenger transport, travel and tourism industries that employ fewer than 250 employees may be eligible for financial assistance through the Department for Employment and Learning funded package for WorldHost customer service training.

Future WorldHost courses are planned for the Lisburn area on 17th/24th June and 8th/15th October 2013.

Portadown restaurant staff swap pasta for rally driving

 

 

Portadown restaurant staff swapped Mediterranean food for crash helmets last week when they skidded around the rally track at the Superdrive Motor Sports Centre.  Some of the team at Zios and Gjibos Restaurants were completing their WorldHost Customer Service Programme, an international customer service programme which was developed in Canada in 1985 and is now used in over 17 countries around the world. 

“WorldHost ticked all the right boxes for us,” explained Sharon Mula, the owner of Zios and Gjibos restaurants which are located on William Street in Portadown.  “It reminded us about the basics of customer service such as giving a warm welcome, remembering customer names and answering the telephone.”

The two day WorldHost programme combines learning about customer service in the training room as well as going out and about to experience customer service firsthand in local tourist attractions.  The Northern Ireland Tourist Board and training company People 1^st are the driving forces behind this initiative.

“We were delighted to welcome the people from Zios and Gjibos,” said Jim Crozier from the Superdrive Motor Sports Centre.  “Everyone tried their hand at karting as well as driving the 4 by 4s and the Mark 2 Escort rally cars.  Some were quicker than others but they all thoroughly enjoyed the afternoon.”

Lynda Willis from Aghalee based Customer Sense Training and Consultancy was the trainer who delivered the programme and is pictured here before she is driven around the rally track.

 

 

 

 

“It’s well known that businesses who give good customer service have more loyal customers who come back to them time and time again.  Giving staff specific customer service training from a tried and tested programme such as WorldHost should help the bottom line and also encourage more team co-operation as employees go the extra mile for their customers,” explained Lynda. 

Future WorldHost courses are planned for Craigavon, Newry, Lisburn and Antrim over the summer months.  To find out more, visit www.customersensetraining.co.uk or call 07773 423675.

 

 

Customer service boost for Newry businesses

Staff from six local businesses have successfully completed their ‘WorldHost’ customer service training qualifications with local marketing trainer, Lynda Willis.  WorldHost courses are aimed at helping businesses in hospitality and tourism to address the skills and challenges of customer service, deliver a world class experience to all their visitors and ultimately improve sales.  

'Maintaining high levels of customer service is something that you can never be complacent about so having Lynda to train our staff has made a huge difference', said Sean Connolly from East Coast Coaches .  'We want to go the extra mile and provide excellent service to our customers.  This course was a really good opportunity to refresh these skills with our staff.'

The two day course was attended by staff from Deli-Lites, Art Bar Funkel Restaurant, Clanrye Group, East Coast Coaches, the Courthouse Restaurant and the Ti Chulainn Cultural Centre in Mullaghbane.  Not all the time was spent in the training room.  Part of the course included a familiarisation trip of some local tourist attractions.

“We went to Tayto Castle and the Thomas Ferguson Irish Linen Centre in Banbridge.  It was my first time to both visitor attractions and I will now be able to recommend them to the visitors who come to stay with us,” commented Mary Martin from the Ti Chulainn Cultural Centre.  ‘Never has there been a better opportunity for businesses in the hospitality, leisure and tourism industry to showcase the best of Northern Ireland and to provide a warm welcome to our visitors that will encourage them to spend more money and come back to see us again in the future.’

 

To help businesses avail of WorldHost training, the Department for Employment and Learning is working with People 1^st and the Northern Ireland Tourist Board and has developed a funding package for businesses in the tourism, hospitality or travel sectors.

‘We’re very excited to be delivering WorldHost especially when Northern Ireland will be very much in the world headlines over the next two or three years with a range of major events that are taking place,’ added Lynda Willis, the trainer who delivered the programme on behalf of the Northern Ireland Tourist Board .  ‘Due to the generous funding available, staff in hotels, restaurants, cafes, pubs or visitor attractions can have two days’ customer service training for just £20.” 

More WorldHost courses are scheduled for various dates in January and February.  For more information, call 07773 423675 or email lynda@customersensetraining.co.uk

 

Hotel room sales increase by 11%

A leading Northern Ireland marketer has advised the hospitality sector to improve their customer service for the increasing numbers of tourists coming to the province.

There were 178,000 rooms sold in hotels in June 2012, an annual increase of 11%. While businesses in Belfast enjoyed the biggest boost, other parts of Northern Ireland are seeing the benefits.

Customer Sense’s Lynda Willis believes that tourism in Northern Ireland is taking off and that the hospitality sector needs to wake up and provide worldclass customer service. 

"It is great news to see more visitors enjoying Northern Ireland," she said. "We want these visitors to enjoy their time here and stay here longer.  We are naturally friendly people but we need to focus more on providing a warm welcome to our visitors.”

Lynda works with the Northern Ireland Tourist Board in delivering the internationally acclaimed WorldHost Programme to the hospitality sector here. 

“After people have visited our topclass visitor attractions such as Titanic Belfast and the Giant’s Causeway Visitor Centre, we want them to have topclass customer service in our hotels, restaurants and bars.  With this increase in visitor numbers, Northern Ireland is now very clearly on the world tourism map so we need to ready to meet and greet them.  Programmes like WorldHost can really help with this.”

The WorldHost Programme is a two day course focusing on the principles of customer service and increasing delegates knowledge of their local area.  For private businesses in the hospitality, tourism and passenger transport sectors, the course only costs £20 per delegate with the Department of Employment and Learning kindly funding the rest.

To find out more, please email lynda@customersensetraining.co.uk.

What is WorldHost?

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.

1. It's not a new religion.
2. 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.

WorldHost Customer Service Courses in September 2012

After taking a break over the summer, our WorldHost Customer Service Courses are starting up in September.  The two day courses are still only £20 per person for employees of private companies (under 250 employees) working in the tourism, hospitality, travel or passenger transport sectors.

The course dates are:

10th and 11th September 2012
Venue: Prince's Trust, Jennymount Business Park, York Road, Belfast
Familiarisation Trip: Ulster Folk and Transport Museum

18th and 19th September 2012
Venue: Prestige Employment Services, Monaghan Street, Newry
Familiarisation Trip: Tayto Castle, Tandragee

24th and 25th September 2012
Venue: Lough Neagh Discovery Centre, Oxford Island, Lurgan
Familiarisation Trip: Tayto Castle, Tandragee

If you would like to find out more or book a place, please email lynda@customersensetraining.co.uk.