Bridging the customer service skills gap

DELIVERING first class customer service was top of the agenda at a free masterclass in Coleraine organised by People 1st, the sector skills council for hospitality, leisure, travel and tourism , the Northern Workforce Development Forum, Coleraine Borough Council, Causeway Coast and Glens and the Northern Ireland Tourist Board.

The masterclass is part of a series supported by the Department for Employment and Learning as part of the Future Skills Action Plan for Hospitality and Tourism.

People 1st has worked with employers to identify the customer service skills required to bridge the skills gap. Two new customer service qualifications aimed at front line staff and first line managers have been introduced and are being piloted across the North West Development Forum area.

These are fully funded by the Department for Employment and Learning.

The customer service skills of front line and supervisory staff are critical,” says Roisin Mckee of People 1st.

“With signature projects such as the 9.25 million Giant’s Causeway Centre on target for completion by 2012, this will further enable Northern Ireland to take its place on the world stage as a visitor destination. This must be matched by delivery of a world-class customer service.”

Northern Regional College discussed delivery of the new, DEL funded customer service qualifications with local businesses attending the masterclass and information event.

Clare O’Neill, Head of Economic Engagement at Northern Regional College said “We can deliver the two programmes in the workplace tailored to employers’ needs. The training is knowledge based and practical and will enable staff to appreciate the vital role they play.”