Target Audience

This programme is aimed at front liners who want to better understand the psychology of service excellence in a touristic environment.
Programme Standards

- Maximum 5 attendees per programme
- Language - English
- Delivery - Skype
- Certificate of Participation

Price

Free - Funded by MTA
This programme will give front liners working in the tourism industry the ability to engage and provide more value to their client in a post-CoViD19 environment.
Module 1 Understanding the psychology of the touristic product in a Post-Covid19 environment.
Outcome
Be able to understanding the mental and physical expectations of the touristic product post Covid19 and address these expectations using the AID-Model.

Module 2
Understanding the Theory of Communication and how it relates to communication in a Touristic Environment.
Outcome
Be able to structure client communication in a way which is clear, focused, proactive and will meet and delight the client whatever the circumstances.

Module 3
Aligning client expectations with reality - A Communication Approach in a Post-Covid19 scenario
Outcome
Be able to align the client expectations with the real touristic product and create a sense of fulfilment and delight into he client’s experience.

Module 4
Proposing Customer Service Solutions - The Power of Empowering the Client to maximise the Touristic Experience.
Outcome
Be able to listen, understand and propose solutions from a possible array of solutions to ensure that the client decides and maximise his/her/their experience.

Module 5
Customer Service and Selling.
Outcome
Be able to sell point=of-service value added services/products in order to increase the value given to the client and the revenues per client thereof.

Module 6
Cultural and Other Social Barriers in a Post-Covid19 touristic customer service environment.
Outcome
Be able to understand the cultural and other social barriers that impede the client communication experience and manage our touristic product and service to overcome these new challenges and empower the touristic operator to overcome the cultural barrier, language management and empathic engagement.

Module 7
Tactics for Better Customer Service in a Touristic Environment

Outcome
Be able to engage a number of tactics to reduce customer service challenges of waiting, unavailability, expectations misalignment, agent failures, emotional mishaps and similar customer service failures.

Module 8
Managing Rogue Clients in a Touristic Environment

Outcome
Be able to handle face-to-face, via email or on social media rogue clients and addressing their specific needs with the agent’s area of empowerment in order for the issue not to escalate.