ELITE: CUSTOMER SERVICE EXCELLENCE IN TOURISM Nasr City, Cairo

Course details

Objectives

ELITE is a program for excellence in the tourist industry that sets one provider above its competitors: knowing the needs of your international consumers, providing excellent customer service, achieving high tourists’ satisfaction, motivating internationally diverse tourist employee population and building crosscultural employee skills.

Curriculum

• ELITE is about increasing cultural know-how, perceptiveness, and excellent delivery of service. It includes:
• ƒUnderstand the cultural roots for customer expectations of delivery of tourist services
• ƒunderstand customer (tourist) perceptions of Egypt
• gaining insight into one’s personal communication and influencing style and strategies to be more effective
• focus on developing skills to deliver high quality tourist services for specific cultures (most popular nationalities visiting Egypt – British, Russian, Italian, German, etc.)
• ƒdevelop strategies for improving the tourist image of Egypt

Methodology

Participants will learn through a combination of theoretical practical exercises including: personal assessments, video with peer and coach feedback, case studies and on-line cultural learning tools.