Employers

"...offering an Welcome Host and International courses in Birmingham, Warwickshire and the West Midlands."

Welcome Host and International:

Location: Blossomfield Campus
This course starts on the following date(s)...

• Start date: Various dates available

• Please call 0121 678 7181 for further information

Welcome Host

This definitive one-day training course includes a mix of inspirational presentation, stimulating group activity, essential tips and individual action planning.
Combining an expert overview with specific actions to improve customer service in your business, no wonder this is the UK’s No 1 training course in customer service.

Welcome Host covers:

1. Introduction

• The importance of excellent customer service

2. The Tourism, Leisure and Hospitality industry

• Industry sectors
• The benefits of tourism
• The value of tourism
• What makes a business or organisation stand out?

3. Understanding your customers

• The customer experience
• Put yourself in the customer’s shoes
• Identifying needs and expectations
• Identifying the types of customers at your own organisation

4. Delivering excellent customer service

• Key elements of customer service
• Trends in customer service and changing expectations
• Check your level of service
• Setting and maintaining standards
• How to make a great first impression

5. Successful communication

• Verbal communication
• Body language
• The importance of listening skills
• Open and closed questions
• Written communication
• Communication by telephone

6. Providing information and advice

• Presenting information to customers
• Sharing local information

7. Meeting specific needs

• Providing an accessible service
• Language and cultural diversity
• Different needs for customers of different ages

8. Dealing with difficult situations

• ‘The nice customer’ may not be the repeat customer!
• The causes of dissatisfaction
• Handling complaints effectively
• Recognising customer reactions
• Dealing with feelings
• Dealing with difficult situations
• Resolving problems
• Using customer feedback for positive change

9. Boosting business

• Opportunities to increase business
• Improvements you can make in your own business or organisation
• Assessment activity

Welcome International

The one-day course brings you inspiring presentation by our experienced facilitators, valuable tips and the opportunity for group discussion and individual action planning.
The course is aimed at instilling a good understanding of how to provide a world class welcome to visitors from key international markets.

Welcome International covers:

1. Introduction

• The importance of overseas visitors to the tourism industry

2. The international tourism industry

• Key factors influencing international tourism to the UK
• Where overseas visitors to the UK come from
• The Olympics: Hosting the world in 2012
• World Heritage Sites in England

3. Welcoming the world

• Visitors from Europe –key facts
• Visitors from North and South America – key facts
• Visitors from Africa – key facts
• Visitors from Asia – key facts
• Visitors from Australasia – key facts
• Traveling to the UK and key information about routes

4. Winning words

• Who speaks what language
• Greeting overseas visitors – tips and guidelines
• Giving directions – tips and guidelines
• How to improve your language skills

5. Effective communication

• Communicating effectively through vocal communication
• Communicating effectively through body language
• Communicating with overseas visitors – practical guidelines
• Face-to- face communication – tips
• Resolving difficult situations

6. Identifying cultural expectations

• What is culture?
• Cultural awareness
• World religions
• Meeting the needs of all UK residents
• Working in a diverse team, including people from overseas

7. Providing world- class service

• Providing practical assistance (eg directions, money, driving, measurements, emergencies, international communications)
• International business visitors
• Students in the UK
• Hosting an international group
• Attracting more overseas visitors

8. Action plan

• Devising an individual action plan

9. Assessment activity

10. Country factfiles

• Key facts about the country and expectations of visitors
• Australia
• Austria
• Belgium
• Canada
• China
• Czech Republic
• Denmark, Finland, Norway, Sweden
• France
• Germany
• India
• Italy
• Japan
• Republic of Korea
• The Middle East
• The Netherlands
• Poland
• Russian Federation
• South Africa
• Spain
• Switzerland
• Thailand
• USA