* Representatives of Dee Valley businesses during the training session.
Leading businesses from in and around Llangollen have been given some top tips on meeting international customer service standards.
They took advantage of
an opportunity offered by the Llangollen & Dee Valley Good Grub Club to
participate in Welcome Host Gold Customer Service training.
The course was made possible by Cadwyn Clwyd who receive
funding through the Welsh Government Rural Communities - Rural Development
Programme 2014-2020, which is funded by the European Agricultural Fund for
Rural Development and the Welsh Government.
Businesses who sent their staff on the course included Tyn Dwr Hall,
Gales of Llangollen, ManorHaus, One Planet Adventure, Riverbanc, the Sun Trevor
and ProAdventure.
The course was a full day leading to a City & Guilds qualification
in customer service and covered how to resolve challenging situations to turn
complaints into a positive experience and how to building lasting relationships
that encourage repeat business and recommendations.
Showing the importance of
customer service, it covered how a £10 transaction can lead to over £50,000 of
follow-up business if handled well.
Pip Gale, owner and manager at Gales Wine Bar in Llangollen, said: “It
was a fantastic opportunity that gave a vocabulary to things we just 'do'.
"I
took a lot away from the course, including a new way to talk with my team about
putting our values into action.
"I look forward to seeing what my staff members
take away from it too."
Mathew Povey from Tyn Dwr Hall in Llangollen said: "The day
provided a very good programme which has enthused me with some new ideas
and methods which I will be able to put into action immediately.
"I’m looking forward to sharing these ideas
with the rest of the team at Tyn Dwr Hall.”
Robyn Lovelock, co-ordinator for Llangollen & Dee Valley Good Grub
Club, said: “I’m delighted the training has been received so well.
"With all the participating
businesses bringing decades of frontline customer service experience to the
training, there was a lot of pressure to make sure it offered new information
and new ways of engaging customers. T
"The strapline for our town is ‘Where Wales
Welcomes the World’, so this was a great opportunity for businesses to check
they are meeting world class standards. It will also be great groundwork for
businesses planning to take part in the Denbighshire Ambassador programme later
this year.”
Llangollen & Dee Valley Good Grub Club is a co-operative of
independent businesses from the retail, hospitality, farming and food sectors
in and around the Dee Valley.
It offers networking, training and
events that aim to increase the availability of food from the region, to provide
training and mentoring for local young people keen to work in the food and
drink sector and to improve the quality of the visitor experience to the Dee
Valley.
Information about the Denbighshire County Council Ambassador programme will
be available online, with online certification launching later in 2019.
* For further information see www.GoodGrubClub.wales, or contact
Robyn Lovelock, Good Grub Club co-ordinator, on 07799896108 or deevalley.goodgrubclub@gmail.com
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