WorldHost

An important tool for improving professional customer service.

Overview

WorldHost (formerly SuperHost) was first introduced in 1985 to prepare BC's tourism workforce to host the world at EXPO 86. Since then, over 300,000 British Columbians have participated in WorldHost training and helped establish BC's world-class reputation for service.

The program's excellence is recognized internationally. After an extensive search for the best in the world, American Express selected WorldHost as its customer service training program for ten Asian countries. Tourism agencies in England, Wales, Scotland, New Zealand, Australia, Alaska, Ontario, New Brunswick, Nova Scotia, Prince Edward Island and New Foundland also have the license rights for WorldHost. Worldhost workshops are offered on a continual basis at the Greater Nanaimo Chamber of Commerce.

The new WorldHost Face to Face family of workshops includes:

Fundamentals (One Day)

This workshop addresses the fundamentals of excellent customer service with a focus on the practical application of tools and techniques.

Japanese Service Expectations (One Day)

Japan is currently British Columbia's largest overseas market, and this workshop provides participants with a better understanding of the needs, preferences and expectations of this valuable market segment.

Customers with Disabilities (Half-Day)

Designed to increase participants' awareness about this growing market segment, this workshop assists participants to provide superior service while respecting every visitor's unique requirements.

Service Across Cultures (Half-Day)

Participants gain an improved understanding of the diverse cultures that comprise British Columbia's international tourism (Japan, Hong Kong, Taiwan, South Korea and Germany).

Front Line Management Solutions (One Day)

Helping Managers build teams in their workplace is the focus of this workshop. Topics covered include Hiring the Right Person, Keeping and Motivating Good People, How to Reward & Recognize, and Managing Change. An excellent program for new Managers, or established Managers who wish to add to their practical skills.

Delivery

The workshops are delivered with a 'hands-on' approach to exploring tips and techniques for excellent service. This is achieved through interactive learner centred delivery techniques; for example, role plays and group work. The trainer's role is to work as a 'guide on the side' with the group to deliver an energizing and fun workshop.

Customization

Market research clearly indicated a desire for greater flexibility in 'off the shelf' training products. In response to the need for increased flexibility and specialization of the 'generic' curriculum package, Tourism British Columbia introduced the option for a 'customized' workshop. To facilitate flexibility within the curriculum there are three 'optional' sections within the WorldHost Fundamentals workshop. All trainers are trained to customize WorldHost Fundamentals using a 'WorldHost Needs Assessment Process.'

Recognized WorldHost Business Program

The Recognized WorldHost Business Program was launched in January, 1997 to encourage businesses to commit more resources to customer service excellence training. The program recognizes businesses that provide training to 60% of their employees on a continuous basis in one or more of the WorldHost Face to Face workshops. The business may display a decal and a certificate that confirms this commitment.

In addition, the business is then licensed to use the Recognized WorldHost Business logo in any of their advertising and promotion. Business recognition for WorldHost training is high, and many businesses ask for WorldHost certification as a pre-requisite for job applicants.

Please note: Extra classes can be added if numbers warrant. Classes can be arranged for a specific group if there are 10 or more people, either at the Chamber Office or at the employer's place of business. Course times are flexible. The cost per participant is $60.00 + tax. For the date of the next WorldHost workshop or for further information, please contact the Chamber at 250-756-1191.

WorldHostTraining Services offers e-Learning. This option is ideal if you prefer to complete training at your own pace, as well as for those who may find it challenging to access in-class workshops.