Top customer service is a must, not a want, this year.
With the Rugby World Cup looming, Destination Rotorua Economic Development general manager Grant Kilby says service levels need to be raised across the board, from those in the tourism, accommodation and hospitality sectors to people giving visitors directions in the street.
"This
isn't just a nice thing to have, it's a necessity. It is imperative that we develop the highest level of customer service. Everybody is an ambassador for our city.''
He said many World Cup visitors would not have a planned itinerary between matches and Rotorua would need to impress them to keep them here as long as possible and get
them spending.
"We should all be aware that they may be making decisions about the longevity of their stay as they go. The longer we can keep them here, the more value there will be for the economy of the city.''
Rotorua Chamber of Commerce chief executive Roger Gordon agreed.
"Customer service is extremely important. It is one of the key attributes all companies must have ingrained within their culture.''
He stressed this did not just apply to businesses dealing directly with visitors _ every resident should be thinking about how to offer the highest levels of service.
"This is a one-off opportunity to really project Rotorua as the destination of New Zealand.''
Gordon pointed to the Government-subsidised Kia Ora Mai programme as an affordable
way to raise staff awareness of customer service culture.
"At the price they are providing it at, it's almost a giveaway.''
On Wednesday, March 9, the chamber will be repeating its TrustPower Customer Service
Seminar, which has attracted full houses for the last two years.
Hospitality Association national vice-president Reg Hennessy, of Hennessys and The Shed, was already arrangng staffing and training in preparation for the Rugby World Cup _ something he hoped others in the industry were also doing.
"We have past staff taking leave from their current jobs to help out _ even people coming back from overseas to be part of it. It will be an exciting time.''
But Hennessy said the whole city needed to be up to speed before the matches started.
He stressed the need for businesses, community organisations and the Rotorua District Council and police to work collectively _ starting now _ to make sure everything runs smoothly.
He urged businesses to get licensing applications filed on time and the council to avoid putting up unnecessary barriers.
