TAFE NSW is offering travel agents across the state access to a fee-free Customer Service Management skillset to support those working through the pandemic.

The Statement of Attainment in Customer Service Management will be delivered via connected delivery and is designed to provide travel agents with skills to manage existing customer relationships and manage conflict. The program will also feature industry guest speakers who will share insights on rebuilding businesses.

TAFE NSW Team Leader Travel, Tourism and Events, Maryanne Metry, said the tourism sector has been hit harder than most industries by the COVID-19 crisis, and skills training will play a large role in preparing businesses for a post-pandemic environment.

“TAFE NSW, in consultation with industry, recently surveyed travel and tourism professionals to understand their skills and training needs to assist their business in the COVID-19 recovery,” Ms Metry said. 

“This industry research shared the pressures travel agents are facing in dealing with customer complaints, negotiating refunds, and liaising with hotels and airlines. 

“In response, TAFE NSW has developed a tailored customer service management training program to equip travel agents with the skills they need to navigate the current operating environment.”

Registrations for the Statement of Attainment in Customer Service Management are open via this EOI link. Places in the short training program are limited and are reserved for those employed in the travel industry in NSW.

The fee-free program is being delivered via Connected delivery, where students learn with a teacher via web conferencing technology as part of a virtual classroom.

Media contact: Kellie Dillon, TAFE NSW R/Media and Communications Business Partner, 0408 006 866, kellie.dillon7@tafensw.edu.au ​​​​​​​