ARE YOU A CUSTOMER SERVICE HERO? New Tourism Initiative Set To Streamline Service Delivery

A new initiative to streamline the tourism experience and provide unparalleled customer service to all Whitsunday visitors has been launched by a forward-thinking local marketing agency 8 Seconds, in collaboration with Tourism Whitsundays.

The project is the brainchild of Tolita Dukes, Director of 8 Seconds, who was inspired to give local industry the tools to provide exemplary customer service by helping operators deliver best practice and sharpen their people skills.

Crystal Walton, Paige Moore and Jade Richardson from Tourism Whitsundays, Tolita Dukes from 8 Seconds, Julie Telford Chair of the Board for Tourism Whitsundays and Alyssa Turner and Rosanagh Gallivan from Tourism Whitsundays. Photo credit: Norina Jane

More Bang For The Tourist Buck!

Taking the lead in this exciting new ‘Customer Service Hero’ initiative is Tolita Dukes from 8 Seconds, a highly regarded marketing agency which has offered business coaching and advice to Whitsunday businesses for over 11 years.

Determined to help drive the visitor experience in the Whitsundays so it can become more streamlined, Tolita created a course that will educate workers on how to provide best practice experiences.

The ‘Customer Service Hero’ initiative was launched this week, and it invites operators to sign their workforce up to a 30-minute online course which covers topics such as conflict resolution, meet-and-greet etiquette, crisis management and customer service best practices.

“This bold industry initiative aims at elevating the skills of all tourism professionals in region through innovative online accreditation,” explained Tolita.

“This not only benefits tourists but also fosters a culture of continuous improvement within the Whitsunday's tourism industry.

“The Customer Service Hero program aims to raise our already high standards across the board, by educating and encouraging consistent customer service excellence region wide, whether your guests are catching a transfer, ordering a coffee, or boarding a day cruise.”

Elizabeth Hackett, Executive Chair of Australian Adventure Tourism Group, applauds the program's potential to transform the industry.  
 
"The creation of the Customer Service Hero Program is set to be a game changer for the service industry. It is a timely introduction of a program needed to ensure our region and our state are leading the way in customer service.”   
 
“This program will serve as a critical resource for small business as well as provide benchmark standards to the broader industry. The program will offer all stakeholders a clear pathway with accountability for being a successful part of the change our industry needs to see.”

Julie Telford, Chair of the Board for Tourism Whitsundays said she encourages all stakeholders to seize this opportunity for industry leadership and pioneering excellence in customer service region-wide.

“As one of Queensland's premier destinations, known for its stunning landscapes and award-winning experiences, delivering exceptional service is essential to our brand,” she expressed.

“We are thrilled to partner with Tolita to roll out this program, as it will play a crucial role in establishing a foundational shift in our customer service culture, ensuring the best possible customer experience.” 

8 Seconds manages all aspects of the program and, with the upcoming Olympics in sight, the rollout ensures The Whitsundays shines brightly during this global spotlight. 
 
“Together, we can elevate The Whitsundays to new heights of service excellence which is so critically important in the lead up to the 2032 Olympics,” states Tolita. 
 
“The Customer Service Hero Program marks a pivotal moment for our industry - it's not just about improving service; it's about cementing The Whitsundays as a global destination of choice, ensuring our region thrives.”
 
The Customer Service Hero program is a cost-effective option for tourism businesses, with pricing starting from $29 per person for Tourism Whitsunday members and $37 for non-members. In addition, $2 from each booking will be reinvested into Tourism Whitsundays.  Beyond the initial training, the program offers annual updates to keep participants ahead of industry trends. Find out more, visit customerservicehero.com.au

In short,
the Customer Service Hero Program is:

   • Fast and efficient: Online training takes just 30 mins.
   • Affordable: This is training on a budget, at $29 for Tourism Whitsunday Members, and $37 for non-members.
   • Results Driven: Customer Service translates all about sales, and repeat business.
   • Process-Focused: Consistency is key, with extra templates and resources provided to support process-driven customer service excellence.

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Tolita Dukes, Director of 8 Seconds and Julie Telford, Chair of the Board for Tourism Whitsundays launching the initiative earlier this week. Photo credit: Norina Jane

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