Press Release

High demand for Welcome to Durham customer service training

Publication Date: 03rd May 2023

Visit County Durham has relaunched its popular customer service course, with demand proving so high, a second session is being delivered next month.

Welcome to Durham provides practical and immediately usable skills that can make the difference between a visitor being satisfied or dissatisfied. Focused on the tourism sector, the course also provides an overview of the county’s tourism offer so that businesses can share this knowledge with customers and enhance their visit to Durham.

Welcome to Durham was put on hold during the pandemic but was relaunched last month, with representatives from hotels, attractions, self-catering cottages and campsites among those attending the first course.

Ambassadors for Durham

During the one-day session, participants were given tips on how to deliver a warm and friendly welcome to visitors, focusing on their role as an ambassador for Durham.

The second part of the day was led by experienced Blue Badge Guide Jan Williams, who gave an overview of Durham’s main attractions, the infrastructure in place to support them and key selling points, such as new developments and events. This was followed by a tour of Auckland Castle, where Dennis Wood, marketing and communications manager at The Auckland Project, encouraged the group to see the attraction through the eyes of a visitor.

The first session booked up so quickly a second one has been arranged for Wednesday 14 June.

Building loyalty

Michelle Gorman, managing director of Visit County Durham, said: “We all know that small things can make a big difference to our experience of visiting an area. The waiter who takes the time to highlight nearby attractions, the taxi driver who recommends their favourite local restaurants or the hotel receptionist who goes the extra mile to make guests feel special, can shape how people view a destination.

“That’s why customer service is so important. It’s the best way to build loyalty in the tourism and hospitality sector, ensuring visitors return and share positive experiences with their friends. This in turn helps to grow the visitor economy and create and maintain jobs.

“We are delighted there has been so much interest in Welcome to Durham and are looking forward to delivering this important training to more businesses in the future.”

To find out more about Welcome to Durham and future course dates, contact us.