Toolkit to help tourism industry lift service quality

28 Nov 2012 11:19 AMJann Stuckey

Monday, November 26, 2012

The Newman Government has launched a new online toolkit to help tourism operators improve service standards.

Minister for Tourism, Major Events, Small Business and the Commonwealth Games Jann Stuckey said the Service Quality Toolkit was developed in partnership with Tourism Queensland and the Queensland Tourism Industry Council.

“The importance of delivering customer service that not only meets, but exceeds, expectations cannot be underestimated. Quality service is a genuine point of difference between businesses. It leads to repeat business and positive word-of-mouth advertising,” Ms Stuckey said.

“The Service Quality Toolkit provides a range of practical resources and ideas to suit individual business needs, including case studies of best practice, downloadable forms and templates and links to other websites.

“The tourism industry knows how important quality service is and that’s why our Government is developing tools like this to help them improve their standards and drive visitation.”

The toolkit was developed as a result of research conducted both in Australia and overseas and was followed by in-depth interviews with some of the world’s leading service organisations such as Emporium Hotels, Virgin Australia, and Paronella Park.

The toolkit identifies eight steps which will significantly improve an organisation’s service quality:
•Writing a vision statement for your business that includes delivering quality service
•Developing a strategy for service quality
•Understanding your customers’ needs
•Hiring staff who provide quality service
•Implementing systems and standards to support service quality
•Measuring and managing service quality
•Recognising and rewarding service quality
•Reviewing and revising service quality

The toolkit is located on the Queensland Government’s Business website: ).

[ENDS] 26 November 2012