WorldHost Customer Service Workshops

WorldHost products are proven, effective and affordable customer service training solutions that will impress your customers, empower your teams and distinguish your business. Whether it’s in-class training or e-Learning, we strive to provide learners with the best tools to become polished professionals in the tourism industry.

We believe that great customer service is great business. Therefore, WorldHost Training Services has developed workshops to encourage skill development in a wide variety of areas and for specific markets and sectors.

What to expect from a WorldHost workshop:

  • A warm welcome!
  • No prerequisites for participating
  • A manual, certificate and pin upon course completion that shows an understanding of the importance of world-class customer service and a commitment to service excellence.

To see a list of workshops scheduled near you, please check the WorldHost Workshops Calendar.

 

Workshop Descriptions

Fundamentals

A one-day course teaching front-line employees the skills and techniques needed for world-class service professionalism.

Objectives in the Fundamentals workshop

  • Understand the importance of excellent customer service
  • Learn how to communicate more effectively and efficiently with customers
  • Learn how to demonstrate attentiveness to customer needs
  • Understand the social and economic contribution of a healthy tourism industry.

Cost:
$85 - $110 (plus tax) per person*

* - Minimum workshop participant number may be required

Watch a short clip of WorldHost training from the Fundamentals workshop.

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Remarkable-YOU!

A 3.5 hour workshop that teaches the value of "being present" when interacting with visitors and reminds participants of the importance of providing Remarkable Service.

Objectives in the Remarkable-YOU! workshop are to help participants:

  • Understand the power of engagement
  • Understand expectations
  • Choose a positive approach
  • Prepare for successful outcomes
  • Share local and regional knowledge and pride

Cost:
$65 to $90 (plus tax) per person*

* - Minimum workshop participant number may be required

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Enhancing the Guest Experience: Hotel Frontline Training

A 3.5 hour workshop designed to provide frontline staff with the tools to deliver world-class guest experiences.

Participants will learn the skills and techniques required to:

  • Provide a "WOW " experience
  • Attract & retain guests
  • Create positive first impressions
  • Handle challenging customer service situations
  • Communicate effectively
  • Master the arts of empathetic listening & using assertive language

Cost:
$65 to $90 (plus tax) per person*

* - Minimum workshop participant number may be required

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Enhancing the Customer Experience: Frontline Training

A 3.5 hour workshop designed to provide frontline staff with the tools to deliver world-class customer experiences.

Participants will learn the skills and techniques required to:

  • Customer Service vs. Customer Experience
  • How to create a positive first impression
  • How to create a Superior Customer Experience
  • Tools for Empathy and Assertiveness
  • Handle challenging customer service situations
  • Conflict Resolution Techniques

Cost:
$65 to $90 (plus tax) per person*

* - Minimum workshop participant number may be required

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Customers with Disabilities

This half-day workshop is designed to increase front-line employees' sensitivity toward people with disabilities, and to provide superior customer service skills that respect every visitor's unique needs.

Objectives in the Customers with Disabilities workshop

  • Understand unique importance of excellent service to customers with disabilities
  • Learn appropriate language and protocol
  • Learn relevant communication skills and techniques
  • Build awareness of your own attitude and potential misconceptions or biases
  • Learn how to recommend appropriate tourist attractions or services.

Cost:
$65 to $90 (plus tax) per person*

* - Minimum workshop participant number may be required

Watch a short clip of WorldHost training from the Customers with Disabilities workshop.

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Service Across Cultures

A half-day session that increases front-line employees' awareness of the diverse cultures that make up British Columbia's international tourism clientele and focuses on effective communication.

Objectives in the Service across Cultures workshop

  • Build awareness of potential misconceptions and biases
  • Learn how to improve your communication skills
  • Increase awareness of our shared responsibility to improve cultural relations
  • Learn about the travel trends of international visitors and their economic contribution to B.C.

Cost:
$65 to $90 (plus tax) per person*

* - Minimum workshop participant number may be required

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Service for Chinese Visitors

A three-and-a-half hour workshop that provides front-line employees with the cultural awareness and communication skills required to better serve B.C.’s emerging Chinese market.

Objectives in the Service for Chinese Visitors workshop

  • Gain awareness of the culture, customs, traditions and lifestyle of Chinese visitors
  • Understand the importance of the Approved Destination Status (ADS) with Canada and the potential it has for B.C.’s hospitality industry
  • Understand what Chinese visitors might expect from Canada and British Columbia as a destination
  • Learn how to improve communication skills and overcome language barriers
  • Learn basic Chinese words and phrases and name pronounciation.

Cost:
$65 to $90 (plus tax) per person*

* - Minimum workshop participant number may be required

Watch a short clip of WorldHost training from the Service for Chinese Visitors workshop.

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Japanese Service Expectations

A half-day workshop to help front-line employees understand Japanese visitors, their culture and customer service expectations.

Objectives in the Japanese Service Expectations workshop

  • Gain an understanding of Japanese travel trends and their economic contribution to B.C.
  • Share some differences and similarities between Japanese and Canadian culture
  • Learn about key travel needs, preferences and general expectations of Japanese visitors
  • Learn how to improve communication skills and overcome language barriers
  • Learn basic Japanese words and phrases, and name pronunciation.

Cost:
$65 to $90 (plus tax) per person*

* - Minimum workshop participant number may be required

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Sales Powered by Service

This two-to-three hour ‘refining’ workshop is designed to increase the effectiveness of front-line employees in the tourism and retail sectors. These training tools are ideal for anyone wishing to provide exceptional customer service and can be customised to any business.

Objectives in the Sales Powered by Service workshop

  • Review the sales cycle and its influence on customers' purchasing decisions
  • Discuss the value of knowing your products/services and your customers’ needs
  • Understand the impact of "moments of truth"
  • Understand the benefits of selling beyond the basics
  • Learn in a highly interactive, informative and fun environment.

Cost:
$65 to $90 (plus tax) per person*

* - Minimum workshop participant number may be required

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Solving Problems through Service

A two-to-three hour workshop aimed at transforming front-line employees into effective problem-solvers.

Objectives in the Solving Problems through Service workshop

  • Understand the value of an anticipatory service approach
  • Learn how to use creative thinking in challenging situations
  • Learn how to say no graciously
  • Learn how to apply a problem-solving approach.

Cost:
$65 to $90 (plus tax) per person*

* - Minimum workshop participant number may be required

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Frontline Management Solutions

A one-day workshop for managers and supervisors, providing practical tools and expert solutions on how to develop customer service strategies for staff.

Objectives in the Frontline Management Solutions workshop

  • Learn how to choose the right person for the job
  • Learn how to motivate and keep good people
  • Learn how to be a role model for customer service
  • Learn how to manage change
  • Learn how to strategically approach training and staff development
  • Learn how to create a positive environment for healthy employee morale
  • Learn from other successful B.C. businesses.

Participants are provided with a binder of practical and professional tips, techniques and case studies, as well as a toolkit.

Cost:
$149 to $189 (plus tax) per person*

* - Minimum workshop participant number may be required

To see a list of workshops scheduled near you, please check the WorldHost Workshops Calendar.

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Workshop and course fees can be paid directly to the sponsoring delivery organization by telephone or cheque when you register.

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