Tourism British Columbia - Canada

Fundamentals

A one-day workshop teaching front-line employees the skills and techniques comprising the basics of service professionalism.

The objectives of the Fundamentals workshop are to:

• Provide an understanding of the importance of excellent customer service
• Assist participants to communicate more effectively and efficiently with customers.
• Assist participants to demonstrate their attentiveness to customer needs.
• Provide participants with an understanding of the social and economic contribution of a healthy tourism industry.

Solving Problems through Service

A 2-3 hour workshop transforming front-line employees into effective problem-solvers.

The objectives of the Solving Problems through Service workshop are to assist your employees to understand:

• The value of an anticipatory service approach.
• How to use creative thinking in challenging situations.
• How to say no graciously.
• How to apply a problem-solving approach.

Frontline Management Solutions®

A one-day workshop for managers and supervisors to provide practical information assisting to develop customer service strategies for staff. Frontline Management Solutions® was created by Tourism BC with input from BC businesses in response to identified customer service training needs.

Frontline Management Solutions® provides tools and expert solutions to:

• Choose the right person for the job
• Motivate and keep good people
• Be a role model for service
• Manage change
• Take a strategic approach to training and staff development
• Create a positive environment for healthy employee morale
• Learn from other successful BC businesses.

Participants are provided with a binder of practical professional tips, techniques and case studies, and a tool kit to guide you through:

• Screening resumes and successful interviewing
• Recognizing and rewarding
• Gaining group participation
• Correcting the positive way, and much more.

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