The Tourism Society - People in all the right places

 Customers - Who Cares?

Every person that our customers meet makes an impression on them, and we need to make sure that it’s a good one. If we don’t, they may not give us the opportunity to impress them a second time. This presentation will help you gain insights into your behavioural style, how it relates to others, and how to use this knowledge to better manage your relationships with customers and stand out in an increasingly competitive marketplace.

Programme:

5:00 Registration and Refreshments

5:20 Welcome by John Walsh-Heron FTS Chair, Tourism Society Wales Network
Prof Joseph ‘Mick’ La Lopa - Behavioural Styles
Lee Elwell, Tourism Training for Wales – Croeso Cynnes – a Warm Welcome
Discussion

6:35 Networking

Prof Joseph 'Mick' La Lopa teaches sales, management, and business feasibility courses in the Department of Hospitality and Tourism Management at Purdue University. Mick first visited Wales in 1989 as a post graduate student to research his masters thesis on American hotel investment in Wales.   He is now a well established figure in the academic world, having won every major teaching award at Purdue University, and the International Council of Hotel, Restaurant, and Institutional Educators Teacher of the Year award. He is co-author of the recently released ‘The Platinum Rule for Sales Mastery’, which explains how knowing a customer's behavioral style can increase sales and customer satisfaction. 

Lee Elwell has led the development of Croeso Cynnes, the successor to the well established Welcome Host customer service programme.  Lee joined Tourism Training Forum for Wales in 2004 as National Projects Manager coordinating tourism HR development in Wales, following several years as a Development Officer in the Wales Tourist Board.  In 2008, he was awarded the Tourism Society Wales Outstanding Professional Award for his commitment and contribution to driving forward the tourism skills agenda and in recognition of his future ability to develop Welsh tourism.