Tourism Council of WA: Customer Service WAy Workshop

Customer service is one of the most important parts of your business and it has a huge impact on your sales, recommendations and inevitably, future success. Customer service impacts brand choice and loyalty for 95% of consumers, and in this competitive tourism market, it’s crucial to offer the best service to your customers.

This workshop will help you audit your current customer service and offer practical ways to go above and beyond for your customers. The session will look at the power of word of mouth, repeat visitation, understanding your customers’ needs and upselling. From body language and complaint handling, to cross selling and knowing your brand, this workshop is packed full of insights to help you make practical changes in your business to take your customer experience from good to great.

The workshop covers the following topics:

• Customer service excellence
• Body language
• Attitude
• Communication
• Understanding the customers’ needs
• Brand awareness and promoting local product
• Complaint handling and telephone techniques
• Upselling product and sales techniques
• Understanding the value of tourism in Western Australia
• Understanding brand awareness
• “Easy, Quick and Really Helpful” principles

This is an entry-level workshop ideal for front-of-house staff, customer-facing employees or managers looking to take a more active role in the customer experience.

About the Trainer – Sally Hollis

Sally has worked in senior roles in the tourism, hospitality and event management industries in Western Australia and the United Kingdom. She was a founding director of the Australian Tourism Accreditation Association, Executive Officer of Tourism Council Western Australia and National Manager of the Australian Tourism Accreditation Program Ltd. Sally was instrumental in the development, and national roll out, of the Australian Tourism Accreditation Program.

Sally was instrumental in the development, and national roll out, of the Australian Tourism Accreditation Program. Sally provides mentoring and business development assistance to WA tourism businesses. She sits on various industry management boards including, FACET, Araluen Botanic Park Foundation and the Gravity Discovery Centre. She is an academic supervisor and sessional lecturer at Murdoch Univeristy and is very passionate about delivering Customer Service and Tourism Development training for Tourism Council WA.