06/07/2024
Customer Service with Guts | Find Out How!
In today's landscape, online reviews heavily influence consumer decisions. A polite nod and a weak smile won't cut it. Happy guests are a powerful marketing force, directly contributing to a strong bottom line (on average, an 86% increase in spending!).
The initial buzz of of traditional customer service trainings flatline quick. Enough band aids! What if you could cultivate a deeper, more ingrained culture of guest focus throughout your entire organization?
The Ohio Travel Association gets it. That's why we're unleashing the True NORTH Guest Experience™ Workshops, a train-the-trainer program engineered to move beyond superficial fixes and foster truly exceptional and enduring guest satisfaction.
We're Talking about a Fundamental Shift,
Not a Feel-Good Session.
Here's a taste of what we're digging into:
- Exposing the truth: A pre-workshop survey that reveals your real guest satisfaction culture.
- Forging a battle plan: Concrete steps to lock your entire team into a shared vision of guest obsession.
- Holding up the mirror: Evaluating your policies and KPIs and their impact on the guest experience.
- Orchestrating impactful change: Mastering an online tool for team discussions that actually deliver results.
- Personalizing the fight: Crafting individual guest satisfaction plans for your employees.
- Setting targets, not just fluff: Defining guest satisfaction goals that actually mean something.
- Building your army: Designing professional development that breeds service champions.
- Recruiting the relentless: Identifying and hiring individuals with a genuine hunger for service.
- ...and a whole lot more.
Who needs to be in the trenches?
CEOs, executive-level professionals, managers ready to lead change, internal champions, and HR pros who get that talent is the frontline of guest experience.
Workshop Dates, Locations, and Investment:
All workshops run from 10:00 a.m. to 2:30 p.m. (registration opens at 9:30 a.m.). Space is limited.
- Wednesday, May 28 at COSI in Columbus
- Thursday, June 26 at the Cambridge/Guernsey County VCB office in Cambridge
- Thursday, July 31 at the Hilton Toledo Downtown in Toledo
- Wednesday, August 27 at the Hampton Inn & Suites in Wilmington
- Wednesday, September 10 in Canton McKinley Presidential Library & Museum
This valuable workshop includes the True NORTH workbook, tools, resources, lunch, and drinks.
- Members: $125/person
- Non-Members: $185/person
The True NORTH Guest Experience™ workshop is a strategic investment for Ohio tourism professionals committed to creating truly exceptional guest experiences that build lasting loyalty and drive positive recommendations through a deeply rooted, organization-wide commitment to a guest-centric culture.