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Glasgow Welcomes: Delivering Service Excellence

Glasgow Welcomes

Monday, 26 February 2018 at 09:15

Glasgow Welcomes: Delivering Service Excellence

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Ticket Type Sales End Price Fee VAT Quantity
Glasgow Welcomes: Delivering Service Excellence 22 Feb 2018 £55.00 £0.00 £11.00

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Event Details

Glasgow Welcomes is an Official Legacy Project for the 2014 Commonwealth Games.  We're building on the success of the Games and working towards preparing our city for other major events taking place in Glasgow over the next few years. 

Our flagship customer service programme Glasgow Welcomes has been developed in partnership with local tourism businesses to ensure that we enhance the experience of all visitors to Glasgow, and create a city acclaimed for its high level of service excellence. 

With more than 10,000 individuals committed to Glasgow Welcomes across the city, make sure you're on board.

The one-day programme, Delivering Service Excellence, is aimed at staff & team members of all hospitality & tourism related businesses/organisations in Glasgow. Courses include lunch, refreshments, Glasgow Welcomes certificate and badge.  

Course Programme: 09.00 registration.  Event 09.15 - 16.30

Session 1:   Introductions & expectations -Tourism in Glasgow - your role as an Ambassador.

Session 2:   Service Excellence - what is it?  How can you deliver it? - Understanding different types of customers; identifying ways to deliver outstanding service. Understanding the fragility of the customer experience through moments of truth. Pledges.

Session 3:   Choosing a Positive Attitude - Understanding the relationship between feeling good at work and influencing others (colleagues and customers) to feel happy and enthusiastic, and encouraging good teamwork. Pledges.

Session 4:   Encouraging Customer Feedback - Importance of feedback and the “Be a PLEASER” strategy. Dealing with challenging customers. Pledges.

Session 5:   Continuous Improvement - taking service delivery to the next level - Working on the principles of Setting, People and Processes to support the “orchestration” of the experience. Pledges.

Session 6:   Round up and Feedback

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Glasgow Welcomes offers a range of certificated courses and opportunities including: 

·         Delivering Service Excellence - aimed at staff & team members

·         Leading Service Excellence - aimed at managers, department heads & team leaders

·         Hiring a licensed trainer - to deliver programmes in-house

·         Trainer training - opportunities for qualified in-house trainers to deliver to their teams.

 

TERMS & CONDITIONS OF BOOKING

Do you have questions about Glasgow Welcomes: Delivering Service Excellence? Contact Glasgow Welcomes

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When & Where


House for An Art Lover
Bellahouston Park
10 Dumbreck Road
G41 5BW Glasgow
United Kingdom

Monday, 26 February 2018 at 09:15


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Organiser

Glasgow Welcomes

 

The Glasgow Welcomes initiative is supported by the city’s public sector partners (Scottish Enterprise, Skills Development Scotland, VisitScotland and Glasgow Life) and representatives from hospitality and tourism-related associations / sectors / groups.


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Glasgow Welcomes: Delivering Service Excellence
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