Macau Government Tourist Office (MGTO) regularly organizes professional training sessions for the tourism industry and related sectors, forging ahead with one of its main goals this year – “Strengthen industry training and management; enhance tourism service quality”. The Office has held a variety of workshops instructing different sectors about practical service skills and the key to quality service in recent months for the purpose of raising the quality of customer service in Macau.
MGTO has organized different workshops specifically for tour bus drivers, tour guides and retail personnel. The workshops were designed to upgrade customer service quality through relevant training materials according to the demands of different sectors. As a result, participants can effectively learn about service skills and the key to quality service which they can apply in daily work.
MGTO held a customer service workshop for tour bus drivers on 19 February to instruct them about communication skills and ways to handle different circumstances arising in daily work in order to reduce chances of misunderstanding and conflict between bus drivers and passengers, which can in turn upgrade their service quality. On 31 March and 1 April, the Office held another two sessions named “Professional Tour Guide Workshop – Customer Service and Work Ethics” which addressed basic concepts and skills about quality customer service, and taught participants ways to handle different types of customer complaints. On the other hand, “The New Retail Approach: How to Create Customer Experience Workshop” will be held on 10 April, not only to enhance the retail and service skills of retail personnel but also to optimize their communication with customers and their understanding of customer needs, so that customer satisfaction can be boosted.
MGTO has been working closely with industry partners and training institutes to organize different kinds of training opportunities for participants including travel consultants, tour guides, tour bus drivers and hotel employees. Other types of trainees include personnel from retail and catering sector, public transport service, etc. The Office conducts training in different forms such as workshops, courses, talks and seminars. Moreover, MGTO encourages the tourism and related sectors to join the training activities actively in order to upgrade tourism service quality in line with the goal of building Macau into a World Centre of Tourism and Leisure.
