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Local Translink staff complete World Host Ambassador training
3 Jul 2018
The Mayor of Derry and Strabane, Councillor John Boyle, this week presented certificates to Translink employees who recently completed special training as part of the World Host Ambassador Programme. The programme, which is funded by Derry City and Strabane District Council with support from Tourism NI, will assist them in ensuring the best service delivery for regular Translink users and visitors to the region. Drivers and support staff both took part in the programme, which aims to equip participants with the knowledge and skills they need to handle the wide ranging needs of their customers. Congratulating them, Cllr Boyle stressed the importance of the Ambassador Programme in enhancing the visitor experience here. “Well done to all the staff who took part in the scheme which helps us attain the level of excellence we strive for in all our public services,” he declared. “Translink staff are dealing daily with customers from all over the world so it’s vitally important for our tourism industry that we can provide a first class friendly service for all our visitors. “The programme also incorporated training in dealing with people with a range of disabilities who may need additional assistance to ensure they get the support they need in overcoming challenges when travelling. I would really recommend that other local businesses, especially those striving to provide better customer services, consider registering their staff for World Host training.” Skills manager with Derry City and Strabane District Council, Tina Gillespie said: “I’m delighted to see Translink taking part in the World Host Ambassador scheme as a good business investment, it will benefit staff through increased confidence and knowledge, and customers through an enhanced level of service. “Council has set out its commitment in the Strategic Growth Plan to delivering in partnership with employers a better skilled and educated workforce. Enhanced skills benefit our businesses, our workforce and the local economy, which in the long-term impacts on the wellbeing of everyone.” Phillip Woods, Northern Area Manager for Ulsterbus, added: “When we launched our new Foyle Metro service we wanted to emphasise the importance and the benefits of good customer service to our staff. The World Host Ambassador programme sets a high standard in that it helps our staff understand how good customer service helps our City and in turns helps support the services we offer. “The feedback from the Drivers about the course has been fantastic and we are already starting to see the benefits in the amount of positive feedback we have received from our passengers.” During the course participants are provided with the resources they need to skillfully interact with and assist visitors to Derry and Strabane building on their existing customer service skills. The workshops also provide detailed information on the tourism product in the council area to ensure the visitor experience is a good one, and they keep coming back. The Translink team also went on a Walk of the Walls of Derry provided by Martin McCrossan Tours to build on their knowledge of local history and key visitor sites and buildings. And there was a visit to the Visit Derry Offices where they received detailed information about the various FATE providers and key stats on visitors to the city. To find out how you can take part in World Host Ambassador Training go to
www.derrystrabane.com/Business/WorldHost-Food-Ambassador-ProgrammePictured above: Mayor of Derry City and Strabane District, Councillor John Boyle, pictured presenting certificates to Translink/Metro staff who completed their World Host Training at a ceremony held in the Whittaker Suite in the Guildhall. Seated on left are Michelle Simpson, MGS Consultants, who delivered the programme, Alan Young, Translink, and, on right, Philip Wood, Translink Northern Area manager Ulsterbus. Middle row, on left are Tina Gillespie, Derry City & Strabane District Council, Martin Graham, Tourism NI, and, on right, Catherine Crawley, Visit Derry, and Eileen McGrinder, DCSDC. Back row, on left, is Garvin Kerr, and on right, Charlene McCrossan, both Martin Crossan Tours. (Photo - Tom Heaney, nwpresspics)
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