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Customer Service Takes Centre Stage at the Abbey

The Abbey Theatre has become the first theatre in Dublin to be awarded Fáilte Ireland’s Service Excellence Programme’s Business Award.

The programme is aimed at helping tourism businesses reach and maintain high standards in customer service, resulting in benefits such as business growth, additional repeat business, increased visitor spend and positive recommendations.

The Business Award is presented when 75% of staff and management in visitor facing businesses complete Fáilte Ireland customer care training.

The Glór Theatre in Ennis, Co. Clare, and the Town Hall Theatre in Westport, Co. Mayo, have also recently completed the Service Excellence Programme.

Catherine McCluskey, Projects Officer, Dublin Team at Fáilte Ireland, said that the Programme is an important aspect of Fáilte Ireland’s business development and training supports: “The programme is aimed at helping tourism businesses strengthen competitiveness and to help differentiate Ireland from its international competitors as a location where the customer is at the centre of everything a business will do. The Abbey can now rightly claim recognition for ‘best in class’ customer service and providing a great visitor experience.”

Welcoming the Award Elaine Mannion, General Manager, Abbey Theatre said: “We are delighted to receive this award. We place our audience at the heart of everything we do. Every interaction is an opportunity to build positive engagement for new and repeat visitors. Through engaging with the Accredited Service Excellence Programme, our team gained practical skills in delivering excellent audience experience at Ireland’s National Theatre.”

The Accredited Service Excellence Programme is suitable for all management and front facing staff in a tourism related business who come into contact with visitors. The award can be achieved in three ways:

  • For individual staff upon completion of a full day or online workshop
  • As a business award whereupon 75% of front facing staff have completed the programme
  • As a destination award if a number of set criteria are met including an agreed level of key businesses in the area having achieved the business award and a number of community awareness workshops being completed

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