There are 2 options: –

  • The Destination Welcome 1 day programme will be a one-day course – 7 guided learning hours per day
  • The Destination Welcome Manager 2-day programme will be a two-day course – 7 guided learning hours per day = 14 Guided Learning Hours

Training will be face to face in addition to running daytime programmes 09:00 – 17:00, the training can be delivered if required as:

  • Twilight sessions
  • Sessions to cover shift patterns
  • Weekend sessions
  • Half day sessions

Modules as follows: –

Destination Welcome – One Day

ModuleModulesModule Descriptors
1History of LCR·       Who is LCR?·       Key facts and figures of LCR·       History of key buildings and monuments ·       What is LCR known for?·       Main hospitality facilities – restaurants, bars and activities
2How to provide a warm welcome to the visitor·       Understanding your personal impact as a tour guide; what impression do you create?·       Questioning techniques and active listening·       Establishing rapport and showing real empathy ·       The importance of making a first impression
3Exceptional customer service and the customer journey ·       Who are your customers?·       Barriers to customer service·       Customer needs versus expectations.·       The customer experience: what does ‘customer excellence look like?·       The touchpoints of the customer journey of a tour guide·       The benefits of upselling
4Offering assistance and giving information including areas such as travel info (distance from places; where are the key gateways, events, attractions)·       What is an Ambassador and why is the role important for the City Region?·       Key knowledge, skills and behaviours required to be an Ambassador?·       The purpose of the business and the region and what ‘brand promise’ means·       Key events including Eurovision and The Open
5Useful social media sites and information for the visitor·       Types of platforms used for gaining information·       The most effective social media sites in LCR
6Cultural awareness and language training – use of technology to help visitors ·       The link between cultural diversity, an inclusive environment and organisational success·       Defining diversity, Equality, and inclusion·       Technology that may meet the needs of your customers·       Understanding different types of unconscious bias and where they come from·       How to mitigate the negative effects of unconscious bias to improve your judgement and decision-making·       Overcoming the barriers to building multi-cultural relationships·       Opportunities to support English as a second language
7Safety and security of the visitor (some knowledge and linking into threat levels)·       ‘Duty of care’ to guests and other visitors. ·       Making premises ‘reasonably safe’,·       Making your guests aware of your emergency procedures ·       Considering guests and their needs (e.g., children, disabled guests) ·       Terrorism threat levels·       What to do in an attack·       Reporting terrorism
8Providing an accessible and inclusive service·       The meaning of inclusivity·       Identifying customers and different needs·       Types of accessible services·       How we can provide accessibility and consequences of not providing it·       Terminology from WHO·       Types of disabilities including physical and mental·       Protected characteristics
9Communication skills·       Effective Communication·       Barriers to effective communication? 
·       Verbal and Non-verbal Communication ·       Communicating Face-to-face and Over the Telephone ·       Building rapport – sounding friendly and confident ·       Hearing and listening – asking questions for clarification ·       Speaking clearly – speed, articulation, sentence structure, reinforcing the main points ·       Checking understanding 


Destination Welcome Manager – 2 days (day 1 as above, plus day 2; day 2 details below)

Module ModulesModule Descriptors
1Best practices of a world-class customer service providerCustomer-centric focus; finding out what your customers want and needMaking the customer feel special and valuedIdentifying the customer’s real problem(s)
2Developing a customer-focused mindset for continuous improvementWhat is continuous improvement?The benefits of continuous Improvement?Leading a team to become customer focused
3The brand, customer retention and loyaltyThe importance of the brand Methods to retain customersHow brands can maintain loyalty
4Customer service standards, needs and expectations (including feedback)Maintaining customer service standardsMeeting and Exceeding needs and expectationsCollecting and analysing feedback
5Setting SMART goals to increase productivity in customer serviceKey Performance Indicators in Customer Service ManagementImplementing, setting, and monitoring SMART goals
6Conflict resolution skills to work with difficult customersConfronting common problems which occur in the industryResolving conflict using conflict management tools and techniquesHandling difficult conversations
7Emotional intelligence, your team, and stressful situationsWhat is Emotional Intelligence and why it is important in Customer Service.How to develop our own Emotional Intelligence and that of your team.
8Getting your team to go the Extra MileThe meaning of going the extra mile The importance of leading your team to go the extra mileMethodologies for going the extra mile
9The ‘customer experience/ touch points’ and your organisation’s vision/mission statementThe customer experience: what does ‘customer excellence’ really look likeThe touchpoints of the customer journeyCustomer service strategy, vision and mission
10Improving teamwork and motivating your customer service teamThe elements of a good teamTheories of teamwork and leading your teamThe characteristics of good teamsThe barriers to effective teamworkTheories and techniques for motivating your team
11Empowering your team to improve service excellenceUnderstanding the basic elements of negotiationsUnderstanding how to design and execute a negotiation processHow to communicate one’s own interests and understand other people’s interests
12Recording and monitoring customer service issuesThe importance of recording and monitoring issuesResponding to feedbackLegislation governing recording and monitoring
13The Manager ‘s role in service recoveryManaging the issue and the customer.Identify how to handle aggressive or abusive customer behaviour.Master your own emotions when dealing with customer complaints.Methods of service recovery
14Negotiating win-win outcomesPreparing for a negotiation by identifying clear objectives and analysing issues, facts, opinions, strategy and styleDeveloping a structure and strategy in negotiationAnalysing your own and the other party’s strengths and weaknessesFormulating a win-win situation

Delivered by Lynne Rumsby Logistics Consultancy Ltd