Ministers Recognise Businesses in Quest for World Class Customer Service Trading Standards

15 February 2013

MINISTERS RECOGNISE BUSINESSES IN QUEST FOR WORLD CLASS CUSTOMER SERVICE TRADING STANDARDS

Ministers Foster and Farry have recognised businesses on Lisburn Road and Belfast’s Queen’s Quarter who have united in a quest for worldclass customer service standards across their destination.

Tourism Minister Arlene Foster said: “I welcome Lisburn Road and Queen’s Quarter engagement with the WorldHost programme and their commitment to their staff and to improving the customer experience. With the NI2012 programme having placed Northern Ireland firmly on the global tourism stage, it is more important than ever that we build on the success of this year as we look to 2013 and beyond. Londonderry‘s reign as UK City of Culture, Belfast’s hosting of the World Police and Fire Games and the recent announcement that Fermanagh is to host the next G8 summit will mean that the eyes of the world will once more be focussed on Northern Ireland. These events and many others will provide further opportunities to showcase our attractions and hospitality. Our ability to attract more tourists and repeat visits will depend largely on providing the best possible visitor experience and the WorldHost programme will be vital to that effort.”

Congratulating the companies that have successfully participated in the WorldHost pilot programme for Lisburn Road and Queen’s Quarter, Employment and Learning Minister, Dr Stephen Farry said: “The WorldHost training programme has proved to be a vital skills training component for Northern Ireland’s tourism and retail sector as demonstrated by businesses in the Lisburn Road and Queen’s Quarter in Belfast. The internationally recognised WorldHost customer service programme delivers the key skills my Department wants to see the hospitality and service sector workforces develop. The fact that well over 4,000 people have already been trained in WorldHost is testimony to the sector’s regard for the quality of the brand.

“I also recognise the opportunities for the tourism and hospitality industry in 2013 and in response to demand, have committed to developing the World Host brand by providing £95k of further funding to assist businesses in the lead-up to the series of prestigious events to be hosted in Northern Ireland this year.”

The significant investment in staff training, made possible with support from the Department for Employment and Learning, is enabling customer facing staff in Belfast to complete the same WorldHost customer service training that was delivered to 200,000 volunteers and staff at the London 2012 Olympic and Paralympic Games.

The Lisburn Road Business Association has teamed up with local Tourism Champions Uel Weir, Keith Acheson and Licensed WorldHost Customer Service trainer and Chartered Marketer Christine Watson to drive worldclass customer service standards in locally owned businesses for the benefit of all.

Uel Weir, Tourism Champion for the Lisburn Road, Lisburn Road Business Association committee member, owner of Paperclip Architects and founder of Bitesize Tours,  which launched an innovative new tour – the Ghost of Drumlough park at the end of October, believes that the investment in training will not only demonstrate to service staff that they are an invaluable part of the business, but will also ensure that the customer experience delivered on the Lisburn Road is on a par with the very best in class around the world.

Uel Weir said: “The Lisburn Road Business Association is delighted to have become one of the first WorldHost partner organisations in Northern Ireland and following the successful pilot which has professionally trained a total of 40 service staff on the Lisburn Road to date, we have started a hugely important journey of continuous improvement which we hope will result in the Lisburn Road becoming a WorldHost destination recognised for an unwavering commitment to excellent customer service.

“Recognising the high level of customer service that is required in service industries today, Karin Bjorkman Loney, owner and manager of Maryville House, boutique B&B and Tea Rooms, said:  “Customer service training is priceless to us as a local business operating in a rapidly changing marketplace – given the difficult economic climate we operate in, the customer experience we offer is critical now more than ever before. We remain unwavering in our personal commitment to providing a sustainable business to our customers, our staff and our local community.”

The WorldHost programme delivered by Christine Watson, Chartered Marketer and Licensed World Host Trainer at Watson & Co Chartered Marketing was originally developed in Canada and is widely perceived as a global leader for Customer Service. It has been brought to Northern Ireland by the Northern Ireland Tourist Board in partnership with the sector skills council – People 1st, to help raise local service quality to international standards.

Christine Watson, Licensed WorldHost Trainer from Watson & Co. Chartered Marketing, said:  “Over the next 8 years Northern Ireland is striving to grow visitor revenue to £1billion and visitor numbers to 4.5m. Loyalty and positive recommendation are key in a new social marketplace where no business can hide from the vocal power of a dissatisfied customer. Customer Service is a vital part of the visitor experience. The two day accredited WorldHost programme, funded by the Department for Employment and Learning for eligible businesses with less than 250 staff, is an excellent opportunity for individuals employed as service professionals to gain a vocationally recognised qualification and for our local businesses to develop their skills with the aim of delivering world class service excellence to every customer every time”.

In the run up to the World Police and Fire Games, which is anticipated will heighten visitor numbers in the area due to its immediate proximity to 11 of the 42 games venues such as the Mary Peter’s Athletics Track, the pilot programme participants included locally owned businesses:  All Seasons B&B, Maryville Boutique B&B and Tea Rooms, Cafe Renoir, Espresso Elements, EK Eyewear, Moda Shoes, NB Chartered Marketing, Love PR, Self Catering Accommodation Belfast, Belfast Photographic Tours, Crescent Arts Centre, Premier Tours Ireland, Paperclip Architect’s Belfast Bitesize Tours and 3fivetwo Healthcare.

The Lisburn Road is virtually unrecognisable from when it first opened as a turnpike in 1733, when a toll had to be paid for use of the road, the destination is currently home to more than 200 independent businesses including 40 restaurants and cafes, 5 bars, 8 art galleries and a retail area affectionately named the ‘style mile’.

Further information on the Lisburn Road WorldHost programme can be found at www.thelisburnroad.com or www.watsonsmarketing.com .

Ends

All media enquiries to

Nicola Bothwell t 07590 606727 nicola@nbcharteredmarketing.com

or

Christine Watson t 07900 881146/ e cwatson@watsonsmarketing.com

Notes to Editors

The World Police and Fire Games venue map can be found at: http://www.2013wpfg.com/media/12310/bvcb_wpfg_venuemap_v6.pdf

More information on the WorldHost programme for Northern Ireland managed by NITB, DEL and People 1^st can be found at: www.worldhostni.com

Department for Employment and Learning Funded WorldHost Training Package

If you are currently employed in a private sector organisation in Northern Ireland within the tourism, hospitality, travel or passenger transport sectors and your company employs fewer than 250 employees then you could be eligible for financial assistance through the Department for Employment and Learning funded package for WorldHost customer service training.

The Department for Employment in Learning in Northern Ireland is providing funding support to individuals and companies that meet the eligibility above.

Under this scheme, applicants will receive the following:

• Principles of Customer Service course and the Ambassador Workshop within a two-day programme
• Detailed knowledge of the tourism product in Northern Ireland and within your specific tourism destination, including a familiarisation visit (either a walking or bus tour depending on the region)
• All programme training materials, WorldHost Certificates and pin badges
• A Level Two Vocationally Relevant Qualification on completion of the programme

The full price of this option is £190. However under the Department for Employment and Learning funding package the cost to employers is only £20 per applicant.