Module 1

Building a reputation of reliability and dependabi...

Module 2

How experienced guides lead tours...

Module 3

Making guests feel they are in good hands ...

Module 4

Connecting with guests to better serve them...

Module 5

Responsiveness is key to success...

Module 6

Managing upset guests skilfully...

Module 7

Dealing with difficult situations...

TypeOnsite Course
Price$1400
Number of Registrations

Introduction

This program helps you take your guiding skills to the next level. The development journey starts with how expert guides lead tours; inspiring confidence in guests, being fully in charge of their tours, being proactive with guests demands, managing upset guests and ending with how to deal with difficult situations you face on tour. The knowledge and skills you will gain from this course will have an immediate impact on the quality of your tours that will be witnessed in guest satisfaction levels and their positive reviews.

Target Audience

Tour guides, educators, and tour and activity operators delivering experiences in:
Museums, Cultural sites, Historic sites, City tours, Bus tours, Nature walks, Zoos, Safaris, Wildlife Parks, Aquariums, Nature Reserves and more

Accreditation

Participants will receive a Level 3 Accredited Certificate upon the successful completion of all tasks and assessments of the program. Certificate is accredited by ncfe, a leading British awarding organization

Key Learning Areas

Inspiring confidence in your guests

Being the leader of your tour

Being proactive with guests demands

Managing upset guests

Dealing with difficult situations

Here is what you will learn in this course

How to build a reputation of reliability and dependability

How experienced guides lead tours

How to make guests feel they are in good hands

How to connect with guests to better serve them

How to be responsive for guests demands

How to manage upset guests skillfully

How to Deal with difficult situations

Course Curriculum

Module 1Building a reputation of reliability and dependabi...Preview

Building a reputation of reliability and dependability

Arriving early – leaving late

Keeping the service promise

Not withholding bad news

Looking for solutions that are in guests’ best interest

Learning when to say “NO”

Keeping pricing consistent among the same group

Module 2How experienced guides lead tours...Preview

How experienced guides lead tours

Understanding guests needs

Earning credibility

Dealing with guests from different backgrounds

Being a People Person

Keeping tour on time

Module 3Making guests feel they are in good hands ...Preview

Making guests feel they are in good hands

Being competent is essential

Importance of having in-depth knowledge

Being in command of tour

Using trust-earning language to help guests relax

Module 4Connecting with guests to better serve them...Preview

Connecting with guests to better serve them

Establishing a connection with guests

Listening to understand

Avoiding common mistakes

Customizing experience to suit guests needs

Module 5Responsiveness is key to success...Preview

Responsiveness is key to success

Anticipating and satisfying demands before they arise

Knowing company policies and rules

Making quick decisions

Module 6Managing upset guests skilfully...Preview

Managing upset guests skilfully

Listening

Empathizing

Acknowledging

Apologizing

Understanding

Taking charge

Offering solutions

Following-up

Module 7Dealing with difficult situations...Preview

Dealing with difficult situations

Dealing with medical emergencies

Dealing with late guests

Dealing with intruders and disruptive people

Dealing with children on tour

Dealing with guests who do not speak the language

Interrupt a talkative guest

Dealing with upset guests

Dealing with the “Know it all”

Dealing with complaints

Dealing with disrespectful guests

Dealing with inappropriate behaviour

How to handle the commission issue