Customer Care in Adventure Tourism

I was delighted when I got asked to deliver a one day module of a masters course at the University of the Highlands & Islands in Fort William. Customer service goes hand in hand with tourism and it was great to focus even more on the adventure travel industry, something I've always been passionate about.

Previous to the day I got more familiar with the overall course and the upcoming exam so I could tailor the workshop to the maximum benefit of the students. We covered topics like Customer Journey, Moment Mapping, Body Language to a neurology session on the infamous 'Amygdala Hijack'.

The session was then delivered in Hands On fashion - lots of engaging tasks and discussions, balanced with industry background and peppered with real-life examples from the adventure industry.

Some of the comments from students:

"Stef set clear goals and it was easy to follow.

It was very engaging.

Good balance between information and engaging tasks. Kept it interesting.

Stef was very engaging, enthusiastic & interesting.

The constant interaction kept good momentum. Very good, well delivered."

A pleasure to be working with the UHI again and thank you for your enthusiastic participation!