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

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.

 

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.