Thompsons raises standards

THOMPSON Africa Touring and Safaris recently undertook an extensive training programme for 70 of its guides. The programme took a leaf out of Disney’s book, by teaching that organisation’s ‘LAST’ concept, which involves: listening to the issue; acknowledging the customer’s feelings; solving the problem and thanking the customer for his feedback. “Tourism involves managing people and their expectations. This is particularly essential ahead of the 2010 Soccer World Cup when regional guides will be interacting with a host of nations and tourists,” said Arnaud de Grandpre, Thompsons Africa Touring and Safaris’ national touring manager. Jeanette Briedenhann (jeanetteb@nowmedia.co.za)