THE VIRGINIAN-PILOT
Copyright (c) 1996, Landmark Communications, Inc.
DATE: Thursday, June 27, 1996 TAG: 9606260127
SECTION: NORFOLK COMPASS PAGE: 05 EDITION: FINAL
SOURCE: BY SCOTT McCASKEY, STAFF WRITER
LENGTH: 59 lines
The city's Bureau of Visitor Services has instituted a new training program designed to better satisfy visitors coming to Norfolk.
The program teaches the staff of visitor centers and convention operations the dos and don'ts of service techniques and provides on-site familiarization with many of the city's primary attractions.
The first classes were held in June, with more training to be done in August. The classes are the beginnings of an ongoing three- to five-year program.
``The goal is to give all of our visitor services people the skills and information they need to better serve the city's visitors and potential visitors,'' bureau manager Andi Coyle said. ``The first program was designed to train frontline staff on how to help visitors make the most of their time here and how to handle customer complaints.''
About 20 employees, all part-time, took part in the instruction. Workers are cross-trained in visitor center and convention duties, which include greeting customers, group registration, providing directions, and suggesting itineraries, events and local sites.
Classroom instruction includes suggestive-selling techniques, role-playing, acting out various situations, such as how to handle unhappy customers, and matching events and attractions to different sightseers' tastes. Itineraries were devised for different groups of visitors: night life for visiting college students, military tours for war veterans and ferry rides for families with children, for example.
``At first I was a little skeptical, but the classes broadened my horizons on how to deal with people,'' said employee LaMar Goodman, a student at Norfolk State University. ``It taught us how to cope with different people and attitudes.''
For fellow Norfolk State student Patrice Beale, the training exposed her to sites in the city she had not seen.
``The program really gave me a chance to learn about the history of the city's attractions, especially the Hermitage Museum, which I had never visited,'' Beale said.
Coyle said that on-site training, including stops at the Botanical Garden, d'Art Center, Chrysler Museum and various restaurants, is very important to the program.
``I want every employee to come away from an attraction with at least two things they're excited about,'' she explained. ``What impresses someone varies from person to person, but the excitement comes across to the customer, and that's what we want.''
Beginning in August, visitor services staff will undergo monthly training, focusing on in-depth customer attention and familiarizing staff with upcoming events and activities around the city. Feedback from employees on what visitors like will be used to hone the staff's repertoire of skills.
``It's basically about customizing travelers' needs and making them happy,'' Coyle said. ILLUSTRATION: Staff photo by JIM WALKER
LaMar Goodman answers phone queries while Patrice Beale gives
Elizabeth Altmeyer of Newport News directions to the Naval Base tour
at the Norfolk Visitor Center on 4th View St. in Ocean View. by CNB