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Free frontline training from Disney Institute
The National Department of Tourism, in partnership with FEDHASA, has started 75 comprehensive service excellence readiness seminars in each province, including host cities, with the aim to register 250 000 frontline staff and 200 training providers within the tourism value chain and will result in improved customer service at no cost to the participants' bottom line.
These seminars are conducted free of charge by the world renowned Disney Institute and only require pre-registration by visiting www.tsei.co.za.
South Africa needs excellence training
The World Travel Tourism Council on its customer service delivery standards ranks South Africa 62nd out of 124 countries.
These seminars are but one of the short-term interventions to improve service standards in the country especially for frontline staff. They are based on the recommendations of the findings of the Service Excellence study that was conducted by the Disney Institute on behalf of the Department in 2009.
The inability to provide excellent service levels is exacerbated by issues, which include the lack of customer service culture by some frontline staff, inadequate job training, and a lack of urgency, an imbalanced focus on technical job skills as opposed to interpersonal 'customer and people' skills development.
