Elevate Your Customer Service: Practical Strategies for Frontline Excellence

DQ and Otago University invite you to empower your frontline team to deliver exceptional service and drive tangible business results. Investing in your team’s skills is an investment in your business’s success—equip them with the tools to deliver unforgettable service and drive growth.
This interactive workshop is designed specifically for service staff in the tourism sector, focusing on mastering foundational service practices and the “Five Steps of Service Recovery.” Through hands-on activities, including role-plays and team collaboration, your staff will leave equipped with actionable tools to enhance customer interactions and handle challenges with confidence.

Event Outline

• Foundational Service Practices: Learn the essential elements of effective customer service to boost customer satisfaction.
• The Five Steps of Service Recovery: Gain practical techniques to turn dissatisfied customers into loyal advocates.
• Interactive Learning: Engage in role-plays and group activities to reinforce real-world application.
• Tailored Insights: Discover how improved service directly enhances guest retention, reviews, and revenue.

Event Details

• Speaker: Dr Susan Houge Mackenzie (Associate Professor in University of Otago School of Business, Department of Tourism)
• Date: Monday, 7 April 2025
• Time: 3:00 – 4:10pm
• Location: Destination Queenstown Office, Level 2, Mountaineer Building, Cnr Rees and Shotover Street, Queenstown
• DQ is aiming to make all member events we hold waste-free, please be aware of what you bring into our offices to dispose of.