Visitor Servicing - A State of Mind!

29 March 2017
9.00am - 12.30pm


Crowne Plaza Melbourne

1-5 Spencer Street, Melbourne

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About the workshop

Destination Melbourne is pleased to present the first in our series of Tourism Excellence Workshops for 2017:

What actually happens when a customer has a bad experience, and how can we turn things around to really meet their needs, as well as those of the business?

At this workshop, we’ll really unpack the dynamics of the environment in which you and your customers both interact.  With our expert Positive Psychologist, Mel Neil, we’ll help you get on track to the inner most workings of the customers mind. We’ll take a look at and real world solutions to skill up your front line people, and turn them into the creative solution experts who will help your business thrive in a competitive space.

We know that the best results don’t necessarily come from having tight policies and procedures driving your customer service training. So, where do they come from?  Mel Neil will guide you through developing EI, or emotional intelligence competencies, to build greater customer loyalty, reduce stress, achieve your goals faster and have higher levels of wellbeing.

Key learning outcomes

  • Understand the customer better
  • Identify when the customer needs conflict with the business priorities
  • Enhance problem solving and solution finding
  • Recover from setbacks faster
  • Inspire and motivate rather than blame

About the facilitator

Mel Neil – Mind Fitness

Mel Neil is an Australian positive psychology practitioner and consultant.  She designs and delivers custom emotional intelligence and strengths based leadership and performance programs for public and private sector clients.  As a credentialed trainer in leading emotional intelligence and positive psychology assessment instruments, Mel also provides certified training, course facilitation and coaching.

Mel’s innovative programs are recognised by peak bodies both domestically and internationally.  She co-designed the first Australian Government accredited Diploma of Positive Psychology which is now delivered in the United Kingdom, Canada and New Zealand.  She also co-designed and continues to facilitate the Award Winning Melbourne Tourism Leadership Program (MTLP). 

The uniting theme of Mel’s work is her desire to empower and facilitate the success of individuals and communities.  This objective drives the astute application of her positive psychology research, knowledge and skills to teach both leaders and teams how to increase personal, business and collective wellbeing.

Meet the facilitator, Mel Neil

Learn more about Positive Psychologist, Mel Neil

Costs and Inclusions

Morning tea and learning materials provided

$180 inc GST

Thanks to our partners


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