Customer service excellence training for Tobago taxi drivers
Visitors to Tobago can now look forward to an enhanced experience from their transport providers following a two-day customer service excellence workshop hosted by the Tourism Development Company’s (TDC) Small Tourism Enterprise Project (STEP).
The workshop, entitled Synergist – Aligning Customer Service Excellence with Small Tourism Management through Multiple Learning Styles, for taxi drivers from the Transmax Tourist Transport Association and Tobago Owners and Drivers Association, was held at the Tobago Hospitality and Tourism Institute.
The training aimed to help participants survive and thrive in today’s globally competitive business environment, by maintaining an exceptional service reputation based on what customers value most and enhancing the customer experience.
Designed specifically for Tobago’s tourism transport providers the workshop’s main objective is to ensure that participants are equipped with the knowledge and skills needed to retain current customers, build loyalty and attract new and potential customers.
Synergist is also based on the premise that customer service drives productivity, which in turn creates profitability for tourism providers. Focusing on the 4Cs of customer service – commitment, completeness, consistency and communication – the workshop engaged multiple learning styles through a variety of activities. Workshop attendees participated in a field trip to Scarborough, Tobago; a participant-led survey exercise to collect responses on what customers want; the creation of vision boards, and the development of a customer service charter.
Of the workshop, Jennifer Bruce, a taxi driver with Transmax Tourist Transport Association said, “It was a very exciting program and very interactive. I must say some of the things we worked on I am executing it. The day after the program the lessons I learned came into play and I was able to get a job because of that knowledge. I give the program 9.5 out of 10. It was good and I learned many things that I am able to use day to day. I would recommend this program to anybody, it means more money in my pocket and I am able to use the skills we were taught...”
Targeting small tourism operators, STEP presents a comprehensive approach to addressing performance and profitability within the small tourism enterprise sector by offering training and certification in a range of areas including first aid, customer service, occupational health and safety, effective front desk techniques, information technology and defensive driving.