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WELCOME TO HAYDOM CULTURAL FESTIVALS 2013

NORWEGIAN CHURCH AID TANZANIA

NORWEGIAN CHURCH AID TANZANIA
PROUD PARTNERS OF HAYDOM FOUR CORNERS CULTURAL PROGRAMME (4CCP)

Monday, May 6, 2013

TANGAZO: Mafunzo ya watoa huduma (Customer Service Providers) wa Haydom yatakayotolewa na H4CCP kwa kushirikiana na Bodi ya Utalii Tanzania (TTB)


TANZANIA TOURIST BOARD
CULTURAL TOURISM PROGRAMME IN COLLABORATION WITH HAYDOM FOUR CORNERS CULTURAL PROGRAMME
CUSTOMER CARE/SERVICE TRAINING PROGRAMME-
13TH-17TH MAY 2013
DAY
DATE


ACTIVITY/TOPIC
RESOURCE/ RESPONSIBLE PERSON
Sunday

12th May 2013
·         Travelling day to HAYDOM

Facilitators/Trainers/Trainees

1st   Day


13th May, 2013

Morning: 

·         Meet participants and set up training venue
·          Registration of participants
·         Introduction  to Tourism/eco-tourism
·         Role of MNRT/Tourism Division , TTB and Private Sector
·         Overview of Cultural Tourism Development
Ø  Definition, History, Current Operational Status
·         Challenges, Way Forward

Afternoon: 
·         Introduction to customer care/service training
·         Concept of customer care terms
·         Types of customers
·         Concept of service
·         Types of services
·         The qualities of service providers

CTP Coordinator/National College of Tourism (NCT)- Facilitator/participants







.
2nd
Day

14th May, 2013

Morning Session:
·          Recap of previous
·         Why customer service is important?

  • Good customer care reflects essential skills

        NCT Facilitator
Afternoon Session:
·         Role play
·         Effective communication skills
Ø  Meaning of communication
Ø  Types of communication
Ø  Communication channels
·         How to communicate positively
NCT Facilitators
3rd

Day
15th May, 2013
Morning Session:

  • Recap previous
·         Body language communication;
·         Barriers of body language communication
·         Role play     
Afternoon  Session:
·         Rules/principles of good customer service skills
·         Benefits of good customer care in business operation

NCT Facilitator

4th
Day
16th May, 2013
Morning Session:

·         Recap previous
·         Introduction to service
·         Importance of personal hygiene and grooming to service providers
·         Serving dishes/drinks to customers
·         Role play
·         Handling complaints techniques
Ø  Meaning of complaint
Ø  Facts about complaints



NCT Facilitator
Afternoon Session:
·         Role play on handling customer complaints
·         Golden rule of handling complaints
·         Why customer complaints?
·         Business management skills
-Pricing and Costing of products (Food, service, handcrafts e.t.c)
-Managing cash
-Business records keeping
NCT Facilitator
05th
Day
17th May 2013
Morning Session:.
·         Recap previous
·         Customer expectation in lodging complaints
·         DO`S and DON’Ts of handling complaints
·         Barriers  to good customer care
·         Skills for good customer care
Afternoon Session:
Field visit
Evaluation of training
Closing remarks

NCT-Facilitator


CTP Coordinator
06th
Day
18TH May, 2013
Travelling back



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