Galgorm event explores customer service culture

Pictured at NITBs Customer Service Masterclass held at Galgorm Resort and Spa are Keynote speaker Richard D Lewis, British Linguist and Cross-Cultural Communications Consultant with Catherine Keegan, Visitor Experience Manager, Guinness Storehouse and Susie McCullough, NITB Director of Business Support and Events.

Richard D Lewis, one of Britain’s foremost linguists and author of the half a million-selling book When Cultures Collide, was in Galgorm Resort & Spa yesterday to deliver the event on behalf of the Northern Ireland Tourist Board

Mr Lewis, who speaks 10 languages and lectures internationally on intercultural issues, shared his experience and provided tips and techniques for understanding visitors’ cultural differences to extend customer service.

He was joined by guest speaker Catherine Keegan, Visitor Experience Manager at Guinness Storehouse who spoke about embracing cultural needs of visitors and addressed the importance f sustainability.

The event focused on national traits and how visitors from different countries and cultures act, communicate and perceive the world around them when they come to Northern Ireland.

Interactive workshops also explored how tourism businesses present Northern Ireland’s cultural characteristics and engage with the visitors who travel here.

The NITB Customer Service Masterclass was organised to celebrate and maintain Northern Ireland’s growing commitment to world-class customer service standards.

WorldHost customer service training is currently rolling out across the tourism industry, supported by NITB, the Department of Employment and Learning and the sector skills council People 1st.

Since its introduction over 10,000 people from all over Northern Ireland have received training and a substantial number of businesses have received a WorldHost Recognition Award, which is awarded after 50% of an organisation’s staff have been trained.

Advice on WorldHost and how to avail of funding was available at the masterclass.

Carolyn Boyd, NITB Industry Development Manager, said: “The new momentum that has been created in customer care in Northern Ireland tourism is helping to transform the face of the industry. But if we are to continue to impress, build repeat visits and ultimately improve the economy through tourism we must not let up in our drive to improve customer care standards.

“NITB Customer Service Masterclass was a stimulating and fresh angle on how we can extend our standards through paying close attention to the cultural values and behaviours of visitors who travel to Northern Ireland not only to see our beautiful country but to meet our local people.”

NITB delivers a series of masterclasses, training courses, events, business insights, roadshows and workshops throughout the year to help maximise tourism industry growth.