World Host Customer Training Courses

• Remembering names
• Welcoming people and starting conversations
• Topics to avoid
• What forms a first impression?
• The communication process
• Why should I handle customer concerns?
• Effective listening
• Customer needs and upselling
• Retaining customers for life

Delivery style

The delivery style is fully interactive and participative. There will be a full explanation of the background and tools used, then each component will be practiced in groups. Contributions from delegates, especially experiences from the field, are warmly welcomed.

Time & Price

The course is 1 day and costs £110 per person. In-house courses are also available for team of ten to twenty costing £85 per person. Workbooks, certificates and badges are included in the price.

Discount of 40% to BID Members bringing the price down to £66 per person.

• A very encouraging trainer
• Was an enjoyable session 
• Had a good amount of activities to hold your interest
• It will increase my level of customer service and make my role less stressful
• It was fast paced and interesting, a very informative and valuable workshop, the course really made me want to improve customer service, it was genuinely useful and a good reminder of the skills needed for effective customer service.

Earlier in 2012 The Worcester BID Board of Directors  agreed to allocate funding towards getting employees of BID businesses trained in customer service. The benefits that this brings, particularly in difficult economic conditions, are huge and it sends a collective message, creating a positive and inspiring image and help individual businesses improve their profitability.

Why Worcester BID is delivering World Host to Worcester

Once we have delivered a positive message and encouraged people to come to Worcester - We are confident that we can satisfy the criteria for choice of a destination as choices were found to be based on; selection of shops, proximity to home, ease of parking, number of independents, feeling safe and choice of venue.

We just need people to be persuaded to rediscover Worcester through a series of events and brand positioning campaigns

            The Reality

            There are 170,000 regular Worcester shoppers, with £197K estimated non food spend, and £1.2k per annum per person potential spend.

            The Opportunity

            There is a 458,000 total estimated catchment (approx Worcestershire county) population, £1.6 billion total estimated catchment non food spend, £3.5k per annum per person potential spend

            One of the ways we are looking to do change perceptions, improve the experience and get the return visit  is by raising the profile of Worcester city centre on a local, regional and national media platform by becoming the 1^st UK city to get become a World Host Destination Committed to Service Excellence.

WorldHost as a course is designed to work across all business sectors which is representative of all levy payers

What is WorldHost?

The WorldHost Customer Service Programme is a world-class customer service programme, first developed for the Vancouver Winter Olympics 2010 when it was rolled out to 40,000 people. 

People 1st , the sector skills council for the hospitality, passenger transport, travel and tourism industries recently launched a campaign to train 200,000 hospitality, transport, retail and tourism staff ahead of the major sporting and cultural events that are being held across the UK over the next five years, including the 2012 London Olympics and Paralympics and Titanic Centenary in Belfast, the 2014 Commonwealth Games and the 2015 Rugby World Cup.

WorldHost includes four customer service training programmes, which cover Principles of Customer Service, service for Customers with Disabilities, the Ambassador′s Workshop for volunteers, and Service across Cultures, specifically designed for front-line teams serving customers from overseas. The programme is modern and energetic and offers a comprehensive training toolkit and topical DVD and CD scenarios.

WorldHost is relevant to all frontline staff  whether working in an office, estate agents, retail unit or in public services and gives them the confidence and behaviour to create a great and lasting impression.

Ultimately the objective is to raise the standard and delivery of Customer Service in Worcester. Becoming WorldHost qualified will help to improve loyalty, spend, profit, staff retention and revenue for businesses.

To date nearly 1 million people have been trained. See http://www.worldhost.uk.com/ for examples and case studies

How does it work?

The BID  subsidised BID levy payers through the 1 day course (course material and refreshments provided)

The courses were held at Worcestershire County Cricket Club, New Road, Worcester

For businesses to achieve WorldHost Recognition they needed to put 50% of your full time equivalent, customer facing members of staff through the training.  E.g. Debenhams has 33 FTE, 20 of which are front facing therefore they needed to train 10 people to achieve the WorldHost Destination award.

What did businesses get in return?

Marketing collateral and positive messaging for PR / ongoing communications using WorldHost Plaque, stickers, signature

Front line teams with the confidence and ability to offer Customer Service Excellence, look after and grow your business

Demonstrates a good customer care ethic and has merit

Why is it important?

Good customer service has been proven to be an essential factor in helping businesses gain and retain a competitive edge.  

Consider that the average business never hears from more than 90 per cent of its′ dissatisfied customers, yet a dissatisfied customer may tell up to 10 people if they have had a bad service experience!   

Industry standards estimate that for every complaint received, there are more than 25 customers with similar concerns

However, customers who have complaints satisfactorily resolved tell 5 people. 

      It cost five times more to attract a new customer than retain an existing one.

Timescales

The WorldHost Worcester official launch was held on March 8^th 2012 at WCCC.  

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