Everybody has room for improvement _ even those with a strong customer service culture.
Rotorua Chamber of Commerce chief executive Roger Gordon is urging businesses of all types to sign up for the organisation's annual Trust Power customer service seminar on Monday.
"Even if you already have a customer service culture, everybody
can look at some way to add that little bit of a sparkle to their customer service.''
Gordon said this was particularly important in the build-up to the influx of 85,000 plus visitors for the Rugby World Cup in September and October.
"For many it will be their first time in New Zealand and, when they go back to their countries, if they have had an absolutely fabulous time, they will think about coming back when they have more time to really enjoy the sights and sounds of New Zealand and
Rotorua.''
They are also likely to talk to many friends and relatives and the resulting word of mouth is tantamount to free advertising.
"People will talk to heaps and heaps of other people and that's an opportunity for us to get out there and promote ourselves at practically no cost.
"Word of mouth _ good messages or bad messages _ is the cheapest form of advertising and one of the most effective.''
Gordon said many of the World Cup visitors would have Rotorua on their intineraries and all businesses, organisations and individuals had to be on top of their service game to make sure the messages going back with visitors were positive ones.
"Anyone in any business or residents coming into the central city are going to come into contact with these visitors during that time.
"It may be a small thing like answering questions about how to get somewhere, but we all have a part to play.''
Speakers at next week's seminar include Kathy Hughes of the Hughes Group, Richard Preest from Trust Power and Peter Duncan of The Wedding Guy _ two time winner of the Westpac Rotorua Business Excellence Award's customer service category.
Gordon said the presentation would be particularly relevant in the World Cup year when people should be asking: "How can I fine tune my customer service within my organisation so I can really contribute to creating a great experience for these visitors to our city?''
The Trust Power customer service seminar takes place at the Distinction Hotel on Monday, March 7, from 5.30pm-7.30pm.
Cost is $40, with discounts for multiple registrations.
Visit www.rotoruachamber.co.nz
