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.