Chinese Culture and Customer Service Workshops
for
Tropical North Queensland Tourism Suppliers
Presented by in partnership with
 Learn to understand,
interact with & look after When: Thursday, December 11, 2008
Chinese tourists!
Workshop 1 – 08:00 - 12 :00 All participants
 Participate in a timely receive a Workbook
forum to openly discuss Workshop 2 – 13:00 - 17:00 on the day with a
the Chinese inbound personalised
market, its opportunities Where: Hilton Cairns Certificate of
and challenges at the Completion being
regional level!
Cost: $195.00 per participant (Incl. GST)
mailed out on
December 20!
 Prepare your Team for
Chinese New Year
commencing January 26,
2009!
-WINNER of the Gold Award for Service Quality and Human Resource Development
at the 2008 Chinese Tourists Welcoming Awards in Beijing!
-AWARDED first China Outbound Tourism Quality Label
presented at World Travel Market in London, November 2008!
-FOUNDING member of China Outbound Tourism Experts Network!
Places are limited so please book early to avoid disappointment.
RSVP - Tuesday, December 9, 2008 via email at trevor@travconsult.com.au
or call 0403 362 028 for further information; please visit our website @ www.travconsult.com.au

Chinese Culture and Customer Service Workshops
for
Tropical North Queensland Tourism Suppliers
Presented by in partnership with
Key Question #1
How important will it be to ensure that the expectations
of Chinese visitors to Tropical North QLD are met, and even exceeded?
Places are limited so please book early to avoid disappointment.
RSVP - Tuesday, December 9, 2008 via email at trevor@travconsult.com.au
or call 0403 362 028 for further information; please visit our website @ www.travconsult.com.au

Chinese Culture and Customer Service Workshops
for
Tropical North Queensland Tourism Suppliers
Presented by in partnership with
Answer #1
The results of assessing the way Chinese consumers get product
information show that…
“… recommendations from friends and relatives score highest…
underscoring the need for companies to find ways of generating
word-of-mouth excitement.”
(The McKinsey Quarterly Report: “What’s New with the Chinese Consumer” – October 2008)
Places are limited so please book early to avoid disappointment.
RSVP - Tuesday, December 9, 2008 via email at trevor@travconsult.com.au
or call 0403 362 028 for further information; please visit our website @ www.travconsult.com.au

Chinese Culture and Customer Service Workshops
for
Tropical North Queensland Tourism Suppliers
Presented by in partnership with
Key Question #2
As a key tourism supplier in TNQ,
would you like your management and front-line team
to be prepared and ready to achieve optimum results
from this growing and maturing market?
Places are limited so please book early to avoid disappointment.
RSVP - Tuesday, December 9, 2008 via email at trevor@travconsult.com.au
or call 0403 362 028 for further information; please visit our website @ www.travconsult.com.au

Chinese Culture and Customer Service Workshops
for
Tropical North Queensland Tourism Suppliers
Presented by in partnership with
Comment...
“With the maturing of the market,
Chinese travellers are becoming more sophisticated,
and beside the mass market,
a new discerning clientele is developing
which is willing and able to pay for customized services.”
(Prof. Dr. Wolfgang Georg Arlt, China Outbound Tourism Research Institute, Berlin)
Places are limited so please book early to avoid disappointment.
RSVP - Tuesday, December 9, 2008 via email at trevor@travconsult.com.au
or call 0403 362 028 for further information; please visit our website @ www.travconsult.com.au

Chinese Culture and Customer Service Workshops
for
Tropical North Queensland Tourism Suppliers
Presented by in partnership with
Workshop Objectives:
 To create an understanding of the Mainland Chinese people & why they behave the way they do
 To increase levels of tolerance by TNQ service providers for fundamental cross-cultural
differences
 To learn to provide better service to the Mainland Chinese market
 And in doing so, increase the number of word-of-mouth recommendations by Chinese visitors to
their friends and relatives about your organisation and the TNQ region
Places are limited so please book early to avoid disappointment.
RSVP - Tuesday, December 9, 2008 via email at trevor@travconsult.com.au
or call 0403 362 028 for further information; please visit our website @ www.travconsult.com.au

Chinese Culture and Customer Service Workshops
for
Tropical North Queensland Tourism Suppliers
Presented by in partnership with
Workshop Outline:
 Examine how the events of the 20th century impacts on behaviour of the Chinese people
 Gain insight into Chinese culture
 Learn & practise basic Chinese useful expressions
 Examine the different market segments of the Mainland Chinese customer
 Understand the service expectations of Chinese customers
 Examine the shopping behaviour of the Chinese market
 Complaint Management when dealing with Chinese customers
Places are limited so please book early to avoid disappointment.
RSVP - Tuesday, December 9, 2008 via email at trevor@travconsult.com.au
or call 0403 362 028 for further information; please visit our website @ www.travconsult.com.au

Chinese Culture and Customer Service Workshops
for
Tropical North Queensland Tourism Suppliers
Presented by in partnership with
 Learn to understand,
interact with & look after When: Thursday, December 11, 2008
Chinese tourists!
Workshop 1 – 08:00 - 12 :00 All participants
 Participate in a timely receive a Workbook
forum to openly discuss Workshop 2 – 13:00 - 17:00 on the day with a
the Chinese inbound personalised
market, its opportunities Where: Hilton Cairns Certificate of
and challenges at the Completion being
regional level!
Cost: $195.00 per participant (Incl. GST)
mailed out on
December 20!
 Prepare your Team for
Chinese New Year
commencing January 26,
2009!
-WINNER of the Gold Award for Service Quality and Human Resource Development
at the 2008 Chinese Tourists Welcoming Awards in Beijing!
-AWARDED first China Outbound Tourism Quality Label
presented at World Travel Market in London, November 2008!
-FOUNDING member of China Outbound Tourism Experts Network!
Places are limited so please book early to avoid disappointment.
RSVP - Tuesday, December 9, 2008 via email at trevor@travconsult.com.au
or call 0403 362 028 for further information; please visit our website @ www.travconsult.com.au