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/

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.

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