Servicing the China Market Program
“Specialists in International Customer Service & Tourism Development”
Servicing the China Market Program
• Schedule
- Gold Coast
- Tropical North Queensland
- Whitsundays
- Brisbane
- Sunshine Coast
• three distinct
China-focussed, tourism-specific Workshops
• China business coaching & consulting sessions
Servicing the China Market Program
• China Market Intelligence Workshop
Understanding the Chinese consumer; generational, regional and socio-economic differences, consumer trends, communication & social media preferences
senior managers and executives
Servicing the China Market Program
• Chinese Culture & Business Etiquette Workshop
Building relationships & winning the business by understanding Chinese cultural keys , learning Chinese business phrases & gaining insight into Chinese negotiating styles and appropriate etiquette for meetings & entertaining
middle managers, senior managers and executives
Servicing the China Market Program
• Chinese Culture & Customer Service Workshop
Understanding the Chinese customer, learning Chinese hospitality phrases & gaining insight into Chinese history & culture and meeting & exceeding their service needs & expectations
front-line staff, middle managers, senior managers and executives
Servicing the China Market Program
• China business coaching & consulting sessions
1. Gauge current positioning of supplier’s product/s and services with the Chinese tourist market 2. Identify weaknesses and strengths of, and opportunities for supplier’s product/s and services within the Chinese tourist market 3. Pinpoint 2 - 4 specific actions and/or strategies to be implemented that can further enhance supplier’s ability to be “China ready”, or “better China focussed”
Servicing the China Market Program
• Some feedback from Workshops so far… “Excellent, extremely valuable.”
“Learnt a lot.”
“Very beneficial.”
“Very effective; I am now feeling confident in dealing with Chinese clients.”
“Very engaged and involved; I now feel far better armed for upcoming meetings.”
“Very beneficial & essential in getting our staff ready for this market.”
“The content & delivery was exactly what was needed.”
“Very effective. Our group of companies has been dealing with China since the early 90’s;
now we all need to learn.”
“Involved at every stage.”
“Gave great insight into the different Chinese market segments.”
“Great benefit in helping us understand this complex market.”
“Excellent workshop; will help me in my daily dealings with Chinese guests.”
Servicing the China Market Program
© TravConsult 2011
important
RELATIONSHIPS
LONG-TERM THINKING
UNDERSTAND CHINESE CUSTOMER
Servicing the China Market Program
“Specialists in International Customer Service & Tourism Development”
china
Why engage Chinese travellers?
choices
information
affluent
more competition
Servicing the China Market Program
“Specialists in International Customer Service & Tourism Development”
interest
respect
care
desire to communicate
Why engage Chinese travellers?
china
Servicing the China Market Program
“Specialists in International Customer Service & Tourism Development”
not just numbers…
they are People!
Why engage Chinese travellers?
china
Servicing the China Market Program
“Specialists in International Customer Service & Tourism Development”
Q to consider…
Is China really still an emerging market?
Alternative term?
“New Mature Market”
Servicing the China Market Program
TravConsult’s workshops and consulting focus on
educating teams & organizations within the tourism industry to:
better understand better interact with better look after & better sell to
customers from…
… 2008
WON THE GOLD AWARD for Service Quality and Human Resource Development
at the Chinese Tourists Welcoming Awards 2008 in Beijing!
Presented with the inaugural China Outbound Tourism Quality Label in December 2008 at the World Travel Mart in London,
for our knowledge of the special needs and expectations of Chinese tourists!
Thank you