Customer Service Skills Training Popular With Tourism Industry

Delighting customers in today’s competitive environment is one of the most difficult task for many organisations. And it is more challenging for the Tourism sector where word of mouth by
01 Sep 2018 10:00
Customer Service Skills Training  Popular With Tourism Industry
A team from Mana Island Resort upon completion of their training programme.

Delighting customers in today’s competitive environment is one of the most difficult task for many organisations.

And it is more challenging for the Tourism sector where word of mouth by customers is critical to attract new customers and encouraging existing customers to return.

Therefore, training of staff is essential to effectively serve customers to increase productivity and profit margins.

This includes training staff that are the first point of contact to tourists and guests such as potters, receptionists, tour guides, pool attendants, etc.

It is also essential to train the operational support department staff as well since their duties and activities are all connected one way or the other and they all provide services which leads to a wow experience for guests and creates a conducive working environment.

The tourism industry is made up of eight sectors, and these are:

accommodation, adventure tourism and recreation, attractions, events and conferences, food and beverage, tourism services, transportation, and travel trade.

At National Training and Productivity Centre, we offer you trainings on all tourism sectors.

Our trainings are tailor made to suit your needs and we continue to develop the human resource of Fiji who become the brand ambassadors for Fiji.

Today, Fiji is recognised as one of the prime holiday destinations in the world.

And there are many factors that have led to us achieving success in this industry such as our white sand beaches, crustal waters and painted skies, the Fijian traditions and the Bula smile.

Tourism is regarded the top significant drivers of our economy contributing approximately 17 percent towards the gross domestic and providing direct and indirect employment to around 40,000 people.

The statistics from Fiji Visitors Bureau states that 95,061 visitors arrived into our beautiful Fiji in July 2018, a number which is 5.5 per cent higher than the previous record of 90,108 set a year ago.

The increase in visitor arrivals are the result of the direct marketing support, enabling policy framework together with necessary investments in enabling infrastructure and industries up skilling and training employees as per current market needs.


Benefits of customer service skills training:

Investing in customer service skills training of employees does not just add-value for the customer, it can drive sales and give you a strong competitive advantage.

The key benefits that customer service training programs yield for the organization, employees and customers include:


1) Higher employee motivation and engagement:

Providing training on customer service allows employees to understand their role in the organisation.

A company that invests in skills training indicates their commitment towards continuous staff development and progress.

Thus, inspiring employees to become more engaged in the company’s activities and motivated towards delivering better services to clients.

Organisations can boost staff engagement further by accepting feedback from employees for developing skills training programmes (training needs assessment).


2)Improved customer service skills:

Through customer service skills training, employees are able to improve their skills and/or acquire new ones.

Specific customer service training programmes focus on improving communication, listening, problem-solving and organisational skills.

Training employees on the same set of competencies gives them a standard process to deal with customers and creates a sense of team spirit.

The increased motivation and engagement coupled with the new skills creates improved customer service in the company.


3) Increased customer satisfaction: Improving the quality of your customer service through training leads to an increase in customer satisfaction, retention and loyalty.

Through effective training, customer service representatives increase their ability to resolve issues and decrease the number of return calls.

Often, trained employees are able to address the concern at the first point of contact, which greatly increases customer satisfaction.

The improved manner that employees interact with customers leads to the consumer feeling appreciated and respected.

This appreciation is critical to the company’s success as it is the basis for repeated patronage and customer loyalty.


4) Rise in profit:

What quality customer service training allows the company to achieve is higher customer retention, the acquisition of new customers, reduced employee turnover and increased sales.

The training has a great impact on employee motivation and morale, which leads to increased productivity.

Through the customer service training employees come together to achieve a common goal, which is to satisfy the customer.

Think of it as an equation: improved customer service + increased customer satisfaction + increased customer loyalty = an increase in profit.

NTPC’s collaborated efforts with industry

We work closely with our industry stakeholders to achieve the unprecedented levels of growth in this sector by providing the industries with quality tailor-made trainings to suit their needs.

I recently provided a training to a resort team on Exceptional Customer Service training.

A skill identified lacking in the team was providing timely service to their clients.

This particular resort is popular for honeymooners, and tourists in search of relaxation with minimal disturbance from staff and environment.

Because of the type of atmosphere needed for its guests, staff also become hesitant or reluctant to disturb or wait on guests.

Or the staff felt relaxed themselves of their duties and tasks and they failed to attend to customers in a timely manner.

Such led to increased customer complaints against service delivery, and the management had to intervene to find out the root cause of the problem.

The problem that the management discovered was something unique that affected the activities of all the different departments.

We were approached by the resort management to tailor make a training program which would solve the problem of poor customer service.

Meanwhile, NTPC has provided Exceptional Customer Service training to a number of hotels and resorts namely Musket Cove, The Terraces, TTF and ATS Pacific, Tour Managers, Chicken Express, Damodar Group of Companies, Matmanoa Island Resort, Mana Island Resort and many more.

We are also working with the industry to help reduce seasonality of visitor arrivals and dependence on a few key markets.

Training employees in the hospitality and tourism industries has led to improved service standards, reduced customer complaints, advanced uniformity in service delivery, and most importantly increased return of investment due to happy customers.

While a variety of elements go into creating a successful business, customer service takes up the center-stage.

Every interaction the company has with a customer (or potential customer) can affect the business’ bottom line.

Often, customer service is what separates companies that thrive from those that fail, and this is why it is crucial that businesses invest in quality customer service training programmes.




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