Introducing the

Qualla-T Customer ServiceTraining Program

How it all started?Thanks to the foresight & generosity of the Cherokee Preservation Foundation, the following entities collaborated on this project:

Three community collegesA land grant university

A rural development centerA regional tourism organization

An economic development commission

Community leadersThe Eastern Band of Cherokee

Indians

To the Seven Western Counties

To Tourism Businesses Health Care Businesses

Non Profit Organizations

Community Agencies

A customer service training program created by the Western Carolina

Partnership of the Rural Community College Initiative.

What is it?

What is RCCI?

• A nationwide program initially funded by the Ford Foundation to strengthen rural communities by assisting their community colleges in assuming a more active leadership role in three areas:

Civic EngagementEconomic Development

Educational Access

Who is this man at the RCCI Institute in Kansas City?

What is the Partnership?

A regional cooperative formed in 2003 with representatives from Haywood, Southwestern and Tri-County Community Colleges.

As part of the RCCI plan, the North Carolina Cooperative Extension office serves as “coaches” for the WCP team.

Vision …Using data compiled by Advantage West, the Partnership created the following vision statement in August 2003:

“The Western North Carolina tourism

industry is renowned for hospitality and

customer service and is a model of effectiveness

and competitiveness”

… to Action

Having established a goal to enhance the tourism & hospitality industry in the region as it relates to economic development, the Partnership began a project to improve frontline customer service on the Qualla Boundary and in North Carolina’s seven western counties.

Qualla-T ProgramOur program was researched

and developed by Michael Caudill of InterCultural Advantage. During the planning stage it was known as “Front Line/Bottom Line.”

Our Coordinator is Brian Owle, an enrolled member of the EBCI. Brian has been a small business owner, and has worked with major employers in thetourism andhospitality industry.

Qualla-T: FAQ

Why the Front Line?

Experts recognize the key information source for visitors are the employees on the front lines (gas stations, convenience stores, motels, restaurants, attractions, etc.)

Plus, the level of customer service provided by front line employees affects the profitability (the "bottom line") of a business.

Qualla-T: FAQ

Why begin with travel /tourism?

Because travel and tourism has been identified as a key component for economic development in the region.

What other types of businesses?

Shops, hotels and motels, gas stations, convenience stores (in general, any business serving visitors)

Qualla-T: FAQWhat benefits do you expect from improved customer service?

>Visitors will expand their stay>Visitors will return again, bringing others>More visitor time spent in the region means more revenue will be generated for business owners>More likely that employees will be rewarded

Qualla-T Offers …A Two-Hour Employer

Workshop

To introduce the concepts to business owner/manager

To help assess customer service priorities

To understand the distinction between “Business Focus” and “Customer Focus.”

A Five-Hour Employee “Certification” Workshop …

Employee Training Includes

> How to Increase Professionalism > How to Communicate Effectively> How to Handle Complaints> How to Manage Stress

Plus a “Secret Shopper” Experience

Qualla-T Training Includes

A Vision of Sharing & ServingQualla values, attitudes & behaviors

provide the “roots” of excellent customer service:

Dedication & LoyaltyGroup Harmony

HumilityPerseverance & Courage

Reciprocity & BalanceRespect & Trust

Taken from “Vision Qualla”A 2004 CPF Project

First Qualla-T Grads

FebCherokee Community

HealthCherokee Home HealthCherokee One Feather

EBCI Travel & TourismMuseum of the Cherokee Qualla Arts Cooperative

Lessons Learned from the Qualla Boundary Experience

Participants Enjoy the Fast Paced CourseParticipants Enjoy the Fast Paced Course Good Discussion / Experience ModulesGood Discussion / Experience Modules ““Pickle” Video is Well ReceivedPickle” Video is Well Received Secret Shopper Exercise Moved to a Pre-Secret Shopper Exercise Moved to a Pre-

Course AssignmentCourse Assignment Additional Segments Are Being Suggested; Additional Segments Are Being Suggested;

i.e., Personal Groomingi.e., Personal Grooming

Qualla-T Summary> Customer service training for

“front-line” workers.

> Targets travel and tourism industry, but can be utilized with many other types of businesses.

> Offers a Two-Hour Employer Workshop to introduce the concepts to business owner/manager.

> Offers a Five-Hour Employee Certification Workshop.

To Achieve the Regional Vision

Western North Carolina Businesses are Renowned for Hospitality and Customer Service

Vision For Outreach Success

Program MarketingProgram Marketing

WCP/NCCE PartnershipWCP/NCCE Partnership

Program Marketing

Smoky Mountain Hosts, a Regional Smoky Mountain Hosts, a Regional Tourism OrganizationTourism Organization

Chambers of Commerce in each CountyChambers of Commerce in each County County Tourism Development AuthoritiesCounty Tourism Development Authorities County Economic Development OfficesCounty Economic Development Offices

Courses Offered Through a Partnership with

Small Business Centers of the Three Small Business Centers of the Three Community CollegesCommunity Colleges

N.C. Cooperative Extension Field Faculty N.C. Cooperative Extension Field Faculty in the Seven Western Countiesin the Seven Western Counties

Qualla-T Partners

This project is made possible by financial support from the Cherokee Preservation Foundation, the RCCI, and vital assistance from the Eastern Band of Cherokee Indians and North Carolina Cooperative Extension