Customer service

As a tourism operator your objective must be to provide the highest standard of customer service possible, as it plays an integral role in business. Satisfied customers will do a lot of your advertising for you. Most people consider doing business with a certain company because of recommendations by a friend or acquaintance.

Dissatisfied customers however, can spread negative word of mouth information about their experience, which can have serious implications for your tourism operation.

Customer service is essential to the continuing success of your business. In today’s competitive marketplace, if you don’t provide good service you won’t attract and retain customers.

Highly-skilled staff know what different visitors want from their experience. Everyone within the tourism operation (from the shop front, office to business owner) has the potential to impress customers and needs to understand how their communications and attitudes affect others (peers as well as customers). This is where skills development, together with the right personality and touch of commonsense, can provide a framework to guarantee a positive result.

Skills areas that can be developed include: quality customer care, what it is and how to do it how to understand customer perceptions and expectations and manage customer motivations understanding causes of customer dissatisfaction, recognising and avoiding obstacles to quality service interpersonal skills, managing difficult people and situations how to communicate effectively improving self-esteem, self-image, attitudes, beliefs and taking responsibility.

Aussiehost

AussieHost is a nationally recognised customer service training program that focuses on interpersonal communications, customer relations and service. It builds personal, professional and community pride and inspires a greater commitment to providing better service.

AussieHost’s unique approach focuses not only on skill development, but on versatility, innovation, self reliance and self confidence. It ensures that the individual takes responsibility for their service delivery.

Queensland Tourism Industry Council (QTIC) is responsible for the management of the AussieHost program in Queensland and has engaged regional Providers and Trainers to deliver the program throughout the state.