100k Welcomes - Ceud Mile Failte

www.100kwelcomes.co.uk

100k Welcomes is the new national portfolio of training courses focusing on the Customer Experience.  It has been developed for the Scottish Tourism Industry on behalf of Scottish Enterprise and Highlands and Islands Enterprise, with the industry’s active involvement.

The overall objective of 100k Welcomes is to help tourism businesses understand how to deliver world-class customer experiences through their people. This is done from the outside in – focussing on the Internal Customer (staff) and moving through to the External Customer.

There are two 100K Programmes:

 The Leadership Programme is a two day course aimed at engaging industry from the top down. It’s vital that decision makers and people who influence the way staff and customers experience tourism, are champions of training and development.

 The Operations Programme aims to tap into the creativity, pride and passion of frontline staff to help transform the customer experience. The objective of this one-day event is to generate motivation and techniques leading to a customer focussed approach to delivering top-class customer experiences.

100K LEADERSHIP PROGRAMME

Course Description

The Leadership Programme is aimed at engaging industry from the top down. It’s vital that decision makers and people who influence the way staff and customers experience tourism, are champions of training and development.  The initial course for industry leaders has run succesfully in Skye and Lochalsh.

Duration

Who should attend?

‘Leaders at all levels’ – from the CEO to the most junior supervisor; owners and managers of SMEs; anyone who wants to improve competitiveness and business performance in a customer-facing environment

By the end of this course delegates will be able to:

• Understand how their business can share in the benefits of the 50% growth ambition for Scottish Tourism at a local and national level
• Understand and exploit key trends affecting their business
• Understand the crucial role leaders play if the team is to perform and customers’ expectations exceeded
• Identify and apply key attributes of a leader within their business
• Develop a service theme to create a compelling focus for the business
• Understand the importance of the Customer Journey concept in planning & monitoring the customer experience
• Maximise the potential of ‘Moments of Truth’ to create customer loyalty and referrals
• Recruit effectively in support of the service vision. Hire for attitude and train for skills
• Place the appropriate value on the Internal Customer experience in achieving business success.
• Improve performance in retaining great staff
• Focus and motivate the team around the delivery of the experience
• Create a customer-driven business based on a culture of continuous improvement
• Take away and implement a 7-point action plan for immediate impact

 During the course we will consider:

• The Scottish Tourism brand – how does it apply to me? Customers’ expectations
• The Scottish Tourism industry – scope, scale, opportunities and challenges
• Why satisfactory service is not good enough – what world class looks like
• How successful leaders obtain optimum results from their people and their business
• The importance of the service theme/ vision and how to write an effective one
• How leading organisations orchestrate their customer experience
• How to interpret the experience via individual customers’ needs and mindset
• Key criteria for recruiting excellent providers of the customer experience
• Best practice in recruiting customer-facing staff
• Going beyond pay - new strategies for retaining talent
• Engaging staff loyalty and improving competitiveness
• The 4 things great managers do
• The 12 questions great managers ask
• Application of benchmarking techniques to stretching your product & customer experience

Pre-Course Experience & Preparation

None; although for in-house/corporate events advance discussion around objectives is recommended.

Course Date & Venue

Cost

100K WELCOMES - OPERATIONS

Course Description 

The objective of this course is to generate awareness, enthusiasm & motivation for all staff to deliver top class customer experiences as well as a look at how we all fit in to the Scottish Tourism Bigger Picture. It’s great as a reminder and re-focus for existing staff as well as part of your induction for new staff.

The Operations Programme covers  

• ·         The Scottish Tourism Brand & the Industry
• ·         Customer Expectations/Customer Focus
• ·         Positive Attitude
• ·         Customer Feedback
• ·         Continuous Improvement
• ·         Action Planning.
•