9 Mar 2026
Big Hearted Customer Service Training - Derry
Tourism Northern Ireland, in partnership with North West Regional College is delivering Big-Hearted Customer Service training courses for frontline tourism and hospitality staff.
This OCN Level 2 accredited one day course is supported through the Skills Focus programme which supports and encourages collaborative working between Further Education (FE) colleges and businesses/social enterprises with fewer than 250 employees, based in Northern Ireland. It is designed to support those currently working in the sector to enhance their customer service skills and deliver Northern Ireland's renowned Big-Hearted welcome, aligned with the Embrace a Giant Spirit brand.
Course Content Includes:
- What great customer service looks like in tourism and hospitality
- Understanding and identifying customer needs
- Effective communication, questioning and listening skills
- Creating a positive professional image and first impressions
- Handling customer complaints confidently and positively
Each course also includes a short, guided tour of the host venue, allowing participants to experience best practice in a live visitor environment and apply learning in context.
This training is supported through a funded programme, which can cover up to 90% of the course cost, subject to eligibility.
If you are currently self-employed or employed by a SME or Social Enterprise based in NI with less than 250 employees, you may be eligible for Skills Focus funding ** conditions apply.
Eligibility is confirmed through the completion of required paperwork, managed by North West Regional College.
Timings are 9.30am-5pm. Places are limited, with approximately 15 participants per course, and will be allocated on a first come, first served basis, subject to eligibility and funding approval.
Please note that if you are not available to attend this event, another training day will be held at Guildhall on Thursday 26th March.
Further details, including registration links and participant contribution costs, will be provided via North West Regional College.
Details can be found here. Skills Focus - Funding for Businesses | North West Regional College