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Newport News Now

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Newport News Now is a daily e-newsletter that launched in March 2016. Articles that ran in our newsletter between March 2016 and March 2018 are available on these pages. Newsletters produced beginning in April 2018 can be viewed on our new daily newsletter page.

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Oct 12

FREE Customer Service Training for Hospitality Industry Employees

Posted on October 12, 2017 at 9:42 AM by Communications Department

Morning, afternoon, and evening sessions available to accommodate shift workers
Newport News Tourism, Newport News Hospitality Association, Peninsula Council for Workforce Development, and the Hampton Convention and Visitor Bureau have partnered to offer a free customer service training to hospitality industry employees. On Thursday, October 26, at The Mariners’ Museum, Vincent Magnini, ranked one of the Top 12 most prolific hospitality researchers worldwide, is facilitating the seminar for hospitality workers who come in contact with visitors to the region’s attractions, hotels, restaurants, and retail establishments.
10-12 customer serviceTo accommodate shift workers, three sessions are being offered – the first from 9:30 to 11 a.m.; the second from 1:30 to 3 p.m.; and the third from 5 to 6:30 p.m. The program, “Surprise! The Secret to Guest Loyalty,” explores how guests are bombarded with information and how they often disregard a large portion of what is happening around them. Participants learn how to:
Gain guests’ full attention and find ways to surprise them during transactions
Generate low- and no-cost guest surprise tactics
Orchestrate and deliver surprise tactics using teamwork
Foster a culture in which new and creative surprise tactics are continually derived and implemented. 

Participants must register online to attend Session 1 (9:30-11 a.m.); Session 2 (1:30-3 p.m.); or Session 3 (5-6:30 p.m.). Up to 10 people can register at one time. For registration questions, call Rita Bond at 757-826-3327.