The Tribune

A Bahamian tour and transportation provider has put its drivers through a half-day customer service training workshop.

The event was staged by veteran hospitality trainer, mentor and tourism advocate, Brendan Foulkes, under the theme ‘What is excellent customer service?’

The initiative was spearheaded by Richard Thompson, proprietor of Liberty Tours, and his wife, Patrice Thompson, in a bid to provide staff with a customer service refresher while strengthening the company’s overall capacity and delivery.

“I particularly appreciated his introduction, where he passionately explained to us the value of tourism within the overall economic picture of The Bahamas. In fact, 65 percent of our GDP is generated through tourism and hospitality, whether directly, indirectly or through induced economic activity,” Mr Thompson said of Mr Foulkes.

The workshop gave participants practical knowledge and insights into the importance of delivering exceptional service within the tourism and hospitality industry.

Topics discussed included the true meaning of Bahamian hospitality; breaking down the ‘S.E.R.V.I.C.E.’ acronym and examining what excellent customer service should truly represent; how to effectively handle and manage dissatisfied and irate clients; understanding the qualities and responsibilities of a professional; and the importance of effective communication in the workplace.

Craig Saunders, one driver who participated, said: “I have been in this business a long time, and normally I fall asleep during these kinds of seminars and workshops because they are boring and, most times, not relevant. But...but...Mr. Foulkes kept me awake for the entire period.”

Teron Lewi added: “Man...Mr. Foulkes really knows his stuff, and I felt his passion about him being one of our true patriots in tourism and hospitality in The Bahamas.” Craig Cleare, another driver, said: “I now have a clearer understanding of what the term GDP really means. Mr Foulkes broke it down in real layman’s terms for us.

“With confidence, I can now explain it to my other colleagues in the industry, especially because of how Mr Foulkes gave us the run down. To this end, he made it clear that every single Bahamian has a role to play in the tourism and hospitality sector.”

While thanking Mr Foulkes on behalf of the group, Franklin Lightbourne said: “I really appreciated the segment about how to deal with irate and angry customers. Mr Foulkes’ down-to-earth version of how to navigate some of the touchy issues when dealing with an angry client was forthright and direct. We all now have a few extra ‘nuggets’ in our toolbox that we can use when dealing with irate customers.”

Liberty Tours said investing in its employees improves the quality of service it provides to its customers and, ultimately, aids the continued growth and success of The Bahamas’ tourism and hospitality industry.