Siyandza Customer Service Training Program

Effective Tourist Assistance

With the greatest sporting event our beautiful country has ever seen just around the corner, customer service representatives should begin preparing to portray the true nature of our young and vibrant democracy to the many incoming tourists. To do this, customer service representatives must display professional skill, breadth of knowledge and an ability to deliver no matter the circumstances.

To help customer service professionals prepare for this worthy responsibility, Siyandza Skills Development has created the Effective Tourist Assistance Customer Service program, training those in a customer-service role to effectively assist tourists. This employee development course is designed to meet the challenges of transferring world-class service skills and soccer-related knowledge to a wide range of customer-facing people, in a relatively short period of time.

Consumer-facing companies that are in the frontline for the influx of tourists in the upcoming year are encouraged to run the customer service training course in order to prepare employees for questions, diversity and cultures presented by visitors, ensuring service of the utmost excellence.

Who Should Attend the Customer Service Training Course?

Any person in a customer facing role, who will have contact with a tourist coming into the country, such as: :

• Call centre personnel
• Airport personnel
• Restaurant personnel
• Hotels
• Game volunteers
• Ticketing offices

Customer Service Training Course Focus and Program Outline

The Customer Service Component:

• Dealing with Customer Service (1/2 day).
  Components: Fostering Rapport, Discovering the Customers Needs, Offering Solutions, Gaining Agreement, Sorting the Next Steps, Expressing Appreciation.

The Game Component:

• Dealing with the World Cup event (1/2 day).
  Components: Why Soccer, Who is in, Times and Places Basics.
  
  Enables representatives to speak knowledgably about the game, regardless of their age, culture or background. Facilitates delegates’ knowledge about game schedules and much more.

Tourism Component:

• Dealing with South Africanisms, pronunciation and communicating to tourists (1 Day)
  Components: South African-isms and other funny animals; Fun, Fares and Fast Food, Safety Tips on Offer.
  
  Teaches delegates to recognise different accents and to practice pronunciation and clarity of speech. Allows delegates to sensitively assist tourists to find accommodation, car hire, restaurants, entertainment, or access forex.

Assessment Component:

• Assessment of learners (1 Day)