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Extraordinary Tour Leading for Teams
Welcome to Extraordinary Tour Leading
Welcome and Introduction (6:25)
Module 1: Legendary Customer Service
Intro to Module 1: Legendary Customer Service (0:49)
Your Role in Delivering an Amazing Guest Experience (2:15)
Standing Out From the Competition (7:20)
The 6 Core Elements of Outstanding Customer Service (14:41)
Module 2: Delivering a Great Tour Experience
Intro to Module 2: Delivering a Great Tour Experience (0:59)
Understanding Guest Expectations (6:02)
Managing Guest Expectations (14:06)
Blueprint for Amazing First Impressions (8:04)
Delivering a Great Introduction and What Guests Want to Know (4:34)
Facilitating A Seamless Tour Experience (12:28)
Delivering a Great Closing Speech (8:14)
Managing Subcontractor Relationships (10:26)
Module 3: When Things Go Wrong
Intro to Module 3: When Things Go Wrong (1:08)
When Things Go Wrong (6:35)
Dealing with Late or Lost Guests (5:00)
Managing your Environment (7:54)
How to Manage Upset Guests (11:45)
Accidents and Medical Emergencies (3:38)
Dealing with Difficult Guests (5:35)
Module 4: The Art of People Skills
Intro to Module 4: The Art of People Skills (1:22)
The Art of People Skills (5:53)
How to be an Effective Conversationalist (8:38)
How to be more Likable as a Guide or Host (6:03)
Bringing Humour to your Tours (10:00)
Recognizing Non-verbal Cues and Body Language (4:01)
Empathy and Cultural Differences (5:06)
Leadership Skills (4:21)
Managing Group Dynamics (7:53)
Module 5: Make your Tour Experience More Engaging
Intro to Module 5: How to Make Your Tour Experience More Engaging (1:23)
An Introduction to Extraordinary Storytelling (7:59)
Using Props, Visual Aids and the 5 Senses to Enhance your Tour Experience (5:50)
Leveraging Locals and Experts (5:52)
Public Speaking Skills (6:42)
Getting and Holding the Attention of a Group (4:46)
Using Effective Hand Gestures (6:10)
Conclusion
Conclusion and Congrats (2:26)
Dealing with Late or Lost Guests
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