Part 1

Building a reputation of reliability and dependabi...

Part 2

Make guests feel they are in good hands ...

Part 3

Connect with guests to better serve them ...

Part 4

Quick to action with guests demands...

Part 5

8 Steps to manage upset guests skillfully...

TypeOnline Course
Price$120

Introduction

Learning new skills and directly applying them to your tours have never been easier with tour guide central expert instructions and practical “how to” approach.

This course gives tips and techniques on how to build a reputation of reliability and dependability, make guests feel they are in good hands, connect with guests to better serve them, being quick to action with guests demands, manage upset guests skillfully. As a result, you will be able to take charge of your tour and to shape guests’ experiences in a professional and effective manner.

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 2 Accredited Certificate upon the successful completion of all tasks and assessments of the tour Guide Development Program. Certificate is accredited by ncfe, a leading British awarding organization

Key Learning Areas

Building a reputation of reliability and dependability

Make guests feel they are in good hands

Connect with guests to better serve them

Be quick to action with guests demands

8 Steps to manage upset guests skillfully

Here is what you will learn in this course

 

Benefits of being an early bird

Simple techniques to achieve high competency levels

Being the leader when leading tours

The use of conversation starters to connect with guests

How active listening will help you learn more about your guests

Tailoring the experience according to guests’ needs

Anticipating and catering to demands before they even arise

How taking quick action saves the day

A systematic approach to handling upset guests

Learning from your mistakes

Course Curriculum

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

Building a reputation of reliability and dependability

Arrive early – Leave late

Keep the service promise

Don’t withhold bad news

Always look for solutions that are in guests’ best interests

Learn when to say No

Keep pricing consistent among the same group

Part 2Make guests feel they are in good hands ...Preview

Make guests feel they are in good hands 

 Pleasant demeanor is not a substitute for competence

Product knowledge is essential

Show your guests that you are in command and mean it

Use trust earning language to help guests relax

Part 3Connect with guests to better serve them ...Preview

Connect with guests to better serve them 

Establish a connection with guests

Listen to understand

Avoid this common mistake

Customize the experience to suit their needs

Part 4Quick to action with guests demands...Preview

Quick to action with guests demands

Be proactive – anticipate demands and satisfy them before they arise

Make quick decisions

Be grateful

Part 58 Steps to manage upset guests skillfully...Preview

8 Steps to manage upset guests skillfully

Listen

Empathize

Acknowledge

Apologize

Apologize

Understand

Take charge

Give solutions

Follow up and follow through