CITA Announces "ExcellenceTogether" Customer Service Training Programme
The Cayman Islands Tourism Association (CITA)and the Cayman Islands Department of Tourism (CIDOT) have partneredwith American Express and the Caribbean Hospitality Training Institute(CHTI) to bring the Cayman tourism industry
"Excellence Together" and "MoreExcellence Together" customer service training programmesthis September 2002.
As dedicated business partners with theCayman Islands, American Express in cooperation with the CHTIwill share effective and successful customer service techniquesgeared towards enhancing and improving customer satisfaction.These Seminars which were held this week at the Holiday Inn inGrand Cayman, as part of the curriculum to be conducted throughoutthe Caribbean.
"Tourism product development and improvementis one of the key elements to ensuring the best possible experiencefor the international traveler and the CITA is pleased that AmericanExpress has ventured to partner with the Cayman Islands to againbring the industry the "Excellence Together" customerservice training series for improving our employees knowledgeand skills," said Rod McDowall, President of the Cayman IslandsTourism Association. Mr. Mc-Dowall thanks American Express, CHTIand the Department of Tourism for making the training possible.American Express has expressed its continuing support of tourismefforts in the Cayman Islands and throughout the Caribbean andis confident this program will prove to have a profound effecton its participants and the industry as a whole.
The one-day workshops are designed to focuson enhancing the success of customer service providers, and tointroduce effective listening and communication skills to hospitality,restaurant, retail, travel and tourism sectors. The "ExcellenceTogether" workshop session to be held on September 25th willdemonstrate to the participants the importance of their role inproviding quality service and the key facts in providing thisquality service. Participants will also be trained to recognisethe power of body language and the voice tone.
Two workshops for "More ExcellenceTogether" will be held on September 26th and 27th. This isan advanced customer service programme designed to boost and strengthenknow-how, skills and employees' attitudes when providing service.
Participants will learn how to apply newservice techniques in their daily interactions with customers,use advanced communication skills and identify and use techniquesto manage situations that have gone wrong. The "More ExcellenceTogether" workshop also goes into teaching participants self-motivationto provide exceptional service.
The trainer, Mr. Edward Corbin from CHTI,is a professionally qualified and skilled human resources practitioner,specializing in the areas of team building, training and employeedevelopment, employee relations and performance management. Mr.Corbin will take the participants through several interactivesessions and a series of impromptu role-play in an effort to identifycustomer needs and expectations. In addition, the participantswill be exposed to various techniques to enhance their personalcommunication style.
Customer service training is a key componentin enhancing the tourism experience and increasing customer loyaltyin the Caribbean. As such, American Express will continue to forgeahead with their commitment towards maintaining and improvingservice quality in the Cayman Islands. Last year, American Express,DoT and CITA brought the industry the
"Creating Legendary Service" programme,which was very well attended by the industry, and this year'sprogramme is expected to draw large numbers of participants aswell.
For more information about the sessionsor to register, contact Carolyn Lawe Smith, with The Cayman IslandsTourism Association at (345) 949-8522 or fax (345) 946-8522, orcarolyns@candw.ky.