Why such a training course?
Tourism in Cyprus was once the driving force of the economy. The erosion of tourists along with the globalization of the labour market have altered the services offered to the end tourist, either those services being from the wider tourism or from areas which have direct contact with the tourist during his stay in Cyprus.
We believe that the training is vital for all those people who come into any sort of contact with the tourist, either this tourist is Cypriot or foreigner, so as to understand and consolidate the change in the behaviour and the needs of the tourists. This change has converted the client from consumer to “Social Customer”.
It has been observed that the quality of the tourist services and the productivity of the personnel employed on the tourism sector have reduced having as a result the reduction of the service level and in addition an increase in an inappropriate tourist behaviour and conscious.
As a result of the above, competitiveness of Cyprus as a tourist destination is reduced and thus a significant reduction of tourist arrivals is observed. For this reason it is necessary to have trained and fully qualified personnel who will recognize the value of the customer and will be able to satisfy customer needs as they derive from the experiential expectations by giving priority to the quality of services and information.
Tourism in Cyprus was once the driving force of the economy. The erosion of tourists along with the globalization of the labour market have altered the services offered to the end tourist, either those services being from the wider tourism or from areas which have direct contact with the tourist during his stay in Cyprus.
We believe that the training is vital for all those people who come into any sort of contact with the tourist, either this tourist is Cypriot or foreigner, so as to understand and consolidate the change in the behaviour and the needs of the tourists. This change has converted the client from consumer to “Social Customer”.
It has been observed that the quality of the tourist services and the productivity of the personnel employed on the tourism sector have reduced having as a result the reduction of the service level and in addition an increase in an inappropriate tourist behaviour and conscious.
As a result of the above, competitiveness of Cyprus as a tourist destination is reduced and thus a significant reduction of tourist arrivals is observed. For this reason it is necessary to have trained and fully qualified personnel who will recognize the value of the customer and will be able to satisfy customer needs as they derive from the experiential expectations by giving priority to the quality of services and information.
Seminar Content :
| Α/Α | Content analysis | Duration (Hours) |
| 2 | The Social and Experiential Traveller Content Explanation Tourism is at the top of the Maslow pyramid. It has stopped being a service and has surpassed into the level of experience. With the globalization of the market and the liberalization of the flights along with the abolition of the passport showing, especially in the European Union countries, the movement of the travelers has increased having as a result countries and cities which had no interest during the 1980’s decade suddenly transforming into huge resorts. Therefore, today, the tourist destinations sell experiences since this is what the end consumer is looking for. By this logic, any friction with the visitor helps in the improvement or in the deterioration of the expected experience and this is where the employees – first line officers contribution becomes very crucial. The client, as the master of the market, searches experience through his social status and his social circle, either this circle being the conventional social circle. A)CUSTOMER SERVICE -Understanding quality customer service and service culture -Key skills for quality customer service in travel and the intangible tangibles:attitude, attentiveness, knowledge, helpfulness and sensitivity. Practical examples and exercises -Addressing customer needs according to Travellers Maslow Hierarchy of Needs B) EXPERIENTIAL ECONOMY - Explain what a social and experiential customer is. - From the commodity economy to the experiential economy – the evolution. -The role of the front line employee during customer experience -What is the impact of this role on the reputation of the company and on its sales process. - The experience profit circle (examples from travel industry will be illustrated) C) EXPERIENTIAL SOUVENIR - What is an experiential souvenir -How to create experiential souvenirs inhouse with the minimum possible costs. -How the experiential souvenir affects travel reputation. - Practical examples and exercises in class. D) REPUTATION AND GOODWILL VALUE -Reinforcing goodwill and company reputation through customer care. - Who creates reputation -Who maintains reputation -Transforming of reputation into goodwill value from our working position -Tourist consciousness in relation to reputation and goodwill | 1.30 2.00 2.00 1.30 |
