WorldHost Training Programs
The WorldHost™ training programmes are specifically developed to help retail, hospitality, catering,
travel, tourism and leisure businesses improve sales through better customer service. All three
programmes can be used across a wide variety of industries where the quality of front-line customer
service is key to the success of the business. The certified programmes allow employees to gain
valuable skills and techniques to be eligible to wear the WorldHost pin badge, which recognises
excellence in customer services. Included in the program is a delegate workbook
Course: 2 day Customer Service Program
Course Description
Day 1: Principles of customer service (3 credits)
This course will give your staff the skills and knowledge to deliver excellent customer service that will
give your business a great reputation. They will learn how important customer service is and the
lifetime value of a customer. They will develop effective communication skills and learn how to
go ‘the extra mile’ for the customer. Included in the program is a delegate workbook
What will learn?
Understand the effect of customer service on retail business
Understand how retail businesses find out about customers’ needs and preferences
Understand the importance to a retail business of customer service standards, policies and
procedures
Understand how customer complaints and problems are resolved in a retail business
Day 2: Service Across Cultures (1 credit – HALF DAY)
Give your staff the skills to communicate effectively with customers from different cultures and
backgrounds.
Our WorldHost Service Across Cultures programme will increase your staff’s awareness of other
cultures and give them practical skills and advice to help them communicate effectively with visitors
or clients from overseas.
Making sure that your customers feel comfortable is a crucial part of the customer service process.
But if there’s a language barrier or cultural differences, it can be an awkward experience for staff
and customers alike.
We will give your staff tips and techniques to help them provide a great service for all customers –
from using appropriate gestures to avoiding the use of slang and jargon. We’ll get them to think
about their own cultural background too, and how that shapes their perception of others.
This programme is also great for improving internal customer service – especially in
businesses that employ people from a wide range of nationalities and backgrounds.
Businesses who have used this programme have reported better communication,
understanding and working relationships within their own teams.
What will I learn?
Your staff will learn:
The importance of overseas tourism to your business
How their own culture and traditions can affect their view of others, and how to avoid making
assumptions
Common myths about some of the UK’s biggest overseas markets – and the truth behind them
Tips and techniques to help them communicate with customers if there is a language barrier
How to become a ‘people to people ambassador’
Day 2: Ambassador Workshop (1 credit – HALF DAY)
Boost your staff’s local knowledge and deliver an all-round service for customers and visitors (also
ideal for volunteers at major events).
Our WorldHost Ambassador Workshop gives staff and volunteers the skills to deliver a warm and
friendly welcome to customers and visitors, and is particularly focused on their role as an
ambassador for their local area.
Participants will learn how equipping themselves with knowledge about what’s on offer in their local
community can take their service to another level. We’ll encourage them to think about what’s
available in the local area, and how a positive and enthusiastic attitude can have a real effect on the
visitor experience (and ultimately, visitor spend).
This programme was used to train thousands of local ambassadors for the London 2012 Olympic
Games and Paralympics, and is perfect for training staff and volunteers at sport, cultural or tourism
events of any size.
What will I learn?
Your staff/volunteers will learn:
Why their role as an ambassador is so important, and how powerful their connection can be with
visitors to your community
How to demonstrate a warm welcome to customers and visitors and respond to their different
needs
The importance of maintaining a positive attitude
How to become more familiar with the community they represent, equipping them with the
knowledge to answer customer queries
Information about a specific event or changing infrastructure in the community (if the programme is
being used to prepare for a particular event)
Program Dates Lichfield:
16 & 17 April
22 & 23 April
6 & 7 May
20 & 21 May