I will conduct a 2-day Customer Service Workshop for the employees and Mrs. Duana. Currently there are only 14 permanent employees, however she has invited her off-season employees to attend as well so there will be about 25 people in total.
Rizal Beach in the morning
View of the hotel from the beach
There's a conference room onsite, with a white board and flipchart paper, etc, so I'm all set to go. I brought my own training material on customer service from home. The topics I'm covering are:
- Customer Service Basics
- Effective Communication
- Relationship Building
- Face-to-Face Contacts
- Telephone Contacts
- Difficult Customers
It's alot of material for only 2 days, but I tried to emphasize the things that will be most relevant to their needs. They don't get alot of foreign tourists in this part of the Philippines yet, however if they want to attract foreign tourists, customer service is going to be very important. Few of the employees have ever had any kind of customer service training, so many of the concepts were new to them.
Going over my notes in the morning before class with a view of the beach.
Here is my training class. Everyone was
really enthusiastic and eager to learn.
Some of the employees, Mrs. Duana to my right, and myself posing for a picture.
My 2 days have gone by very quickly. It was alot of information for them to absorb and this could easily have been a 1-2 week course, but they now have the basic information they need. Also, I'll be providing DTI with a copy of all my material and handouts, so all of the hotels will have access to copies to setup ongoing/refresher training. Next I'm on my way to Bacon Beach Resort and Dive Center, in Bacon (pronounced BAH-con).
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