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