Customer Service in Travel and Tourism

Customer Service in Travel and Tourism

Welcome International helps participants to communicate successfully and provide an exceptional customer service experience to international visitors and UK residents from different ethnic, cultural and linguistic backgrounds.

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:

• Introduction
  • The importance of overseas visitors to the tourism industry
• 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
• 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
  • Travelling to the UK and key information about routes
• Winning words
  • Who speaks what language
  • Greeting overseas visitors - tips and guidelines
  • Giving directions - tips and guidelines
  • How to improve your language skills
• 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
• 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
• 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
• Action plan
  • Devising an individual action plan
• Assessment activity
• 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