Online Customer Service Training
Service, service, service!
For the vast majority of customers with access needs, the warmth of the welcome and the friendliness and willingness of the service that they receive are every bit as important as any special facilities that are provided.
No amount of physical adjustments – or expenditure – will make customers enjoy their experience with you if the welcome and service aren’t right. But a warm welcome and great service – which cost nothing - can make their experience memorable – for the right reasons! – even if the facilities aren’t perfect. It really is a case of ‘service, service, service!’
Tourism for All’s suite of online customer service training courses is formally endorsed by the Institute of Hospitality.center
Our courses have been developed to help staff in different job roles within the tourism industry – such as reception, front of house and guest service staff, as well as staff in attractions and small business operators – to give a warm welcome and great service to customers with impairments and access needs. The courses will help staff to understand:
- The importance of disabled customers to the UK tourism industry
- What the law says about providing service to disabled customers
- The different types and levels of impairment which may affect customers and how these may impact on their needs
- How the language and terminology we use when speaking to or referring to disabled customers can unintentionally cause embarrassment or distress. More appropriate and helpful language and terminology is easy to learn and can make a significant difference in giving great service to disabled customers
- How to provide high quality service to customers with visual impairments, hearing impairments, mobility impairments and specific physical and cognitive impairments
- Things they should remember in their role when they are welcoming or assisting disabled customers
- Things they should make sure they know that may be of help to disabled customers
Your own liveried training area
Larger, ‘umbrella’ organisations - such as Destination Management Organisations (DMOs), Industry Associations and accommodation and attraction chains – can host their own dedicated areas on the TFA Training platform, branded in their own livery, within which they can present courses to their member businesses (or branches / outlets), without placing a significant administrative overhead on either the member business / branch / outlet or the ‘umbrella’ organisation.
Examples of the presentation of dedicated, liveried training areas can be seen in the login pages for:center