Career Training
Online
Available April 2025
Self-Paced
Continuous
Enrollment begins April 15, 2025
Course Description
This Visitor Experience training series was created with the input of Indiana Tourism Association members for the purpose of raising the bar for service and skills in all types of organizations that encounter visitors from more than 50 miles away.
Time Commitment: 1 hour
Learning Objectives
- the benefits of outstanding customer experiences
- how to nail the greeting
- the 4A's Model (Acknowledging, Addressing, Assisting, Appreciating)
- how to match customers' energy
- best practices for improving wait times and making things easy
- how to make the ordinary special
- how to manage customer feedback
- how to fix things when they go wrong
- and more!
Contact Us
Email: lifetimelearning@bsu.edu
Phone: 765-285-8565
Skills
- Customer Service
- Creativity and Responsiveness
- Process Improvement
- Complaint Handling
Materials Provided
All materials are included within the course.
Measure of Performance
Checkpoints throughout the modules will verify understanding, and a survey at the end will trigger the participant’s Certificate of Completion.
Course Requirements
None
Course Accommodations
If you need course adaptations or accommodations because of a disability, please fill out the self-disclosure form. The Office of Disability Services coordinates services for students with disabilities. Documentation of a disability needs to be on file in that office before any accommodations can be provided.
Applications
Students can view the course through a website or by downloading the Brightspace app called Brightspace Pulse. Students can download the free app from any App store.
Instructor Bio
Greg Zirkle, MBA
Greg Zirkle, MBA is a Certified Customer Experience Diplomate and Ball State University’s Director of Business & Executive Programs. He brings over 25 years of customer-centered marketing experience to the tourism and hospitality industry, plus a wealth of research to raise the bar for employees at every level.