CruiseForth welcome party gains customer service recognition

CruiseForth joins more than 50 Fife organisations in achieving World Host status

Cruise passengers arriving at Rosyth are in for an even warmer welcome this year now that CruiseForth volunteers are WorldHost accredited.
They’ll benefit from an enhanced service after more than half of the volunteers, which serve as a welcome party for visitors to the Forth, completed the world-class customer service training to add to their already award-winning credentials.
The remaining 50% of the volunteers are to be trained by the end of 2016, while a number of taxi drivers who serve the cruise ships have already completed the course.
Don Alexander, chair of the Volunteer Group, said: “Our team at Rosyth take great pride in welcoming visitors and helping them to make the most of their time ashore.
“The Scottish Thistle Award we received last year year shows that we are doing a good job and the WorldHost accreditation reinforces that.”
“We also get a lot of positive comments from visitors in person and via our website, for example two passengers from Germany recently sent us this message: ‘We arrived on the 5th in Rosyth on the Europa2 and went to Dunfermline, accompanied by a volunteer called Dave. He was very helpful, informed and friendly, and we would like to thank your organisation (and Dave in particular) for the great experience.’
Dave is one of 40 volunteers working at all ports across the Forth, from Rosyth to Leith.
Councillor Lesley Laird, depute council leader and executive spokesperson for economy and planning, said: “The cruise market is growing, with a record number of passengers and crew arriving into Rosyth this year and 2017 looking very promising.
“WorldHost is an internationally recognised standard for customer service which is ideal as our visitors come from many countries. For many it will be their first time in Scotland and we want to ensure they feel welcome and will want to come back again.”
Over 500 delegates have completed the course in Fife so far and more than 50 businesses are now WorldHost recognised.
WorldHost is internationally recognised with over 1 million people trained and the WorldHost Regional Destination Initiative is a national customer service campaign to promote Scotland and its regions as tourism destinations.
The WorldHost Principles of Customer Service workshop is a one day course which will give your staff the skills and knowledge to deliver excellent customer service that will give your business a great reputation.
It’s an interactive programme, which will get staff to think about their own experiences of good and bad service, understand why their role has such an impact on customers’ experience, and learn vital communication and listening skills that will set them up for success.
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