THA GREAT CUSTOMER EXPERIENCE TEAM (GCE) Penny Holmes
Customer Experience is defined by the interactions and experiences a customer has with a business throughout the entire customer journey, from first contact to becoming a happy and loyal customer. In Tasmania, a Great Customer Experience is the level we strive to every day, to ensure that what we want to be known for as a state is what is received consistently by locals and tourists alike. You can taste it in our produce, see it in our people and feel it in the culture. In Tasmanian hospitality there is always something different, something extraordinary and an opportunity to make someone feel special. What is the Great Customer Experience Program? The Tasmanian Hospitality Association is enhancing Tasmania’s hospitality experience for all patrons by delivery of the ‘Great Customer Experience Program’. This program measures the interactions and experi- ences customers have with a business throughout the entire customer journey. We do this by conducting the ‘GCE Assessment’, eval- uating the type of venue and expected customer ex- perience level - and how the venue meets or exceeds these standards.
Earn your Great Customer Experience- Seal of Ap- proval Our GCE Team will reach out and show you through the simple process that will assess your venue, award recognition with the GCE Seal of Approval, provide a report on your ‘Recommendations for Improvement’ and give you access to Extra Care. All this comes at no cost to you. Let us help show your customers and staff that your venue can deliver a ‘Great Customer Experience’. The Great Customer Experience – Extra Care After completion of the ‘GCE Assessment’ venues can access GCE Extra Care, which builds on the identified ‘Recommendations for Improvement’ and generates venue specific ‘Venue Awareness Sessions’, providing tailored training for venues through ‘Hospitality Skills and Knowledge Sessions’, assistance with ongoing staff training using ‘Typsy’, and referrals to third party support services.
Progress Report
•
1386 Venues have been assessed by the Great Customer Experience Program and have deemed to have ‘completed’ the program.
• •
789 Venues have achieved the ‘Seal of Approval’. 553 were participating in or had completed ‘Extra Care’ support.
• 4266 Staff have engaged in Venue Awareness and Hospitality and Tourism Skills & Knowledge Session • 18,162 skill elements delivered in-venue in all areas of the state.
Made with FlippingBook - professional solution for displaying marketing and sales documents online