ITC delivers a Customer Service workshop for the Explore Group

The Explore Group during the Customer Service workshop with ITC’s Mel Jenkins.

ITC is known for offering exceptional qualifications and certifications to high school and college students in New Zealand – but we also often provide workshops for businesses as well.

Recently, we delivered a Customer Service workshop for the Explore Group. The Explore Group is a tourism operator based in Auckland, Bay of Islands and in the Whitsunday Islands Australia that offers incredible cruises and sailing adventures around in these amazing locations.

We first worked with the Explore Group back in 2017, and have continued to help develop their customer service skills ever since.

The Customer Service workshop

This year, our two-hour workshop helped their Bay of Islands team to prepare for the busy season ahead.

We covered:

• Effective communication within a team – The team vs the individual when it comes to the customer experience.
• Communication & customer service – Discuss communication and the impacts on the overall experience. Components of communication and the importance of connecting with our customer.
• Understanding our customer – Who is our customer, how do we adjust our service for these customers, how can we make it easier, overcoming challenging conversations and managing customer expectations.
• Where to from here? Discussing feedback and setting positive goals as a team to improve the customer journey.

Mel Jenkins, who ran the workshop, had this to say about the event:

“It was a pleasure to once again deliver professional development to the team at Explore.  In preparation I had already seen the amazing efforts through the positive feedback from their customers. This was a great way to start the session off and discuss how we can truly connect with our customers, share our story and make their product a truly unique experience.  Sharing the knowledge in the room with all team members gave opportunity for team bonding and walking away seeing the value in a team effort. Even though we only had two hours, we filled every moment with future tools to prepare everyone for a promising and busy season ahead.”

“I personally feel that investing in the staff at this point of the year is not only an investment in the business itself but shows the team that they are valued. This is why I asked all staff who attended to complete a final goal setting activity. Even in a workplace that operates well can always find ways to improve. We are always learning and doing this as a team means a truly successful one.”

Workshop feedback

Of course, we also asked the attendees how they felt about the course! Here are some of the great responses we received:

• I’m looking forward to building more workplace relationships with the crew and customers.
• Great experience and really worth doing. It was good to share with everyone.
• 5 stars for the trainer as knowledge is the key to understanding. Nice and friendly environment. Nice to be reminded of our own power for customer service.
• Was a great bonding/team experience. Mel was informative – overall 5 stars.
• Mel is awesome – it was her freshness knowing her time in the industry that has inspired my goals
• Mel was awesome, approachable and had great energy.
• I enjoyed the emphasis on building unity and respect within the team.

Whether you’re interested in Online Learning, college study, Micro-Credentials or a personalised workshop held in your workplace, ITC is the training provider for you. Contact us today to learn more!