The National Tourism Database contains resource materials related to tourism education. It currently contains over 250 Extension resource materials including bulletins, research reports, videos, and training programs. Nearly 100 documents are on-line in full text. The Michigan State University Extension Tourism Area of Expertise and the National Tourism Education Design Team make this service possible.
Tourism Matters Serving the Tourism Industry of Michigan Sally J. Carpenter, Editor A newsletter publication by MSU Extension Tourism Area of Expertise team
MICHIGAN VIRTUAL TOURISM TRAINING ACADEMY (MTVTA)
Training Topic of the Month - July 2002
John and Mary Jones and their two young children recently entered a Michigan hotel during their annual week-long vacation. The kids were looking forward to swimming in the pool and playing video games on the in-room TV, Mary was expecting a clean room and comfortable bed, and John merely hoped their room was still available at the same price he had negotiated two months earlier.
If you were the owner of this hotel, how confident would you be that your employees could recognize and proactively anticipate the needs and wants of your customers? In today’s competitive business environment, tourism business owners understand how vital it is to meet and exceed the expectations of their customers.
This month’s featured pre-paid BeeFreeway training course, “The Voice of the Customer”, can help you and your employees to recognize and anticipate the changing expectations of your customers. There are a number of ways to hear the voice of the customer, but you have to know how to listen. This course will help your staff to understand how to use the five dimensions of customer expectations: dependability, quality, responsiveness, assurance and empathy, to boost the experiences of your customers from mere satisfaction to delight.
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