A highly motivated team is an asset to any organisation - whatever its size. Training is an ideal way to improve skills and knowledge and, through YTB, you have access to the Welcome to Excellence suite of courses

See below for full details of our 2008 Open Spring Welcome Courses:

Welcome to Excellence
SPRING 2008 TRAINING DATES

Welcome Host £55 + VAT pp member rate; £110 + VAT pp non member rate
9.30am - 4.30pm Thursday 21 February Venue: Yorkshire Tourist Board
A world famous introduction to the essentials of great customer service will help you boost business:
• How to improve communication skills
• How to deal effectively with difficult situations
• How to create a positive impression
• How to exceed customer expectations
• How to build repeat business and word of mouth recommendations

Welcome All £55 +VAT pp member rate; £110 + VAT pp non member rate
9.30am - 4.30pm Wednesday 27 February Venue: Yorkshire Tourist Board
An insight into how to meet the expectations of people with disabilities or special needs:
• Key provisions from the Disability Discrimination Act
• Practical advice on how to provide the best service
• How to communicate effectively
• How to improve accessibility
• Guidance on a range of sensory, mobility and learning disabilities

Welcome Line £55 + VAT pp member rate; £110 + VAT pp non member rate
9.30am - 4.30pm Thursday 6 March Venue: Yorkshire Tourist Board
Designed specially to make sure that all telephone contact with customers is top class and increases sales:
• How to create a positive impression
• How to excel at every stage of a call
• How to improve your communication skills
• How to up-sell and on-sell
• How to handle difficult calls effectively

Welcome Host Plus £55 + VAT pp member rate; £110 + VAT pp non member rate 9.30pm - 4.30pm Wednesday 12 March Venue: Yorkshire Tourist Board
The ideal next step after ‘Welcome Host’, this will add to your skills and help you offer customer service at its best.
•How to aim for world-class service
•Understanding your customers and competition
•Turning negatives to positives
•How to deal with especially challenging situations
•How to build a winning team
•How to convert enquiries to sales

Lead, Motivate & Succeed £55 + VAT pp member rate; £110 + VAT pp non member rate 9.30pm - 4.30pm Tuesday 18 March 2007
Venue: Yorkshire Tourist Board
A new course for first-time managers that reveals:
•How to inspire world-class performance from your team
•Become an inspirational team leader
•Understand the latest thinking on how you can motivate your team
•Enables you to plan and lead an improvement programme designed to deliver great customer service in your organisation

FOR FURTHER INFORMATION OR TO MAKE A BOOKING PLEASE CONTACT:

Alison Ruddick
312 Tadcaster Road
York
YO24 1GS
Tel: 01904 773333
Fax: 01904 701414
Email: aruddick@ytb.org.uk

Please note cancellations within 14 days of the course start date will incur the full cost of the course fee. A substitute delegate may be sent at any time up to the start of the course without affecting the course fee.