Discover Dominica Authority Hosts Customer Service Workshop
25 cruise ship vendors gathered at the National Development Foundation of Dominica (NDFD) building on Wednesday May 21st, to participate in a workshop organized by the Discover Dominica Authority (DDA).
The workshop which focused on customer service was part of the activities for the observation of Tourism Awareness Month.
Carrie Charles-Thomas, the Facilitator said, such training for the vendors is very important.
“The training is basically about customer service, knowing your customers’ needs and satisfying them, dealing with disgruntled customers, tips on customer service and going beyond and satisfying your customers’ expectations, key performance indicators for customer service and understanding the importance of customer service for overall profits,” she explained.
Thomas noted, every opportunity the vendors have to interact with the tourist, has to be used to create a positive impression.
She highlighted the importance of excellent customer service for repeat business and profit.
She added, customer service is something every business, stakeholder and the, private and public sector should embrace and be aware off, as this is what will motivate tourists to recommend Dominica.
This in turn will aid in Dominica’s marketing in the overseas territories as a tourism destination.
“So customer service is key and it is even more important than quality, price and quantity as it is critical to the overall success of any business,” Thomas stated.
Following the workshop she said, it is hoped that the behaviour of the vendors as it relates to customer service will improve, as they discussed some of the challenges faced in addition to weaknesses and strengths.
It is hoped that the vendors will make a conscious effort to improve their current level of customer service.