What People Say
MU Restaurant and Cafe Coromandel "It has been great to see the positive response my staff have to the KiaOraMai programme. There is already a real shift in their enthusiasm, initiative and level of service they are consistently providing. I can see this will benefit our business as well as our customers' experience" - Josie Fraser, Umu Cafe who has four members of staff participating in the course.
Auckland Zoo - The visitor services team at Auckland Zoo initially sent two people to attend the pilot module of KiaOraMai. Their feedback convinced their manager that it was the right programme to reinforce core customer skills. Auckland Zoo’s entire front line team has since completed the programme. “We noticed an instant improvement in consistent delivery of great customer service across the team. This has continued well after the assessments were completed. The thing we liked most … was that it created and reinforced a shared understanding among the team of the importance of customer service.”Natalie Hansby, Sales and Visitor Services Manager,
Auckland Zoo - “The biggest change for me has been recognising the importance of added value in customer service. This especially means showing pride in our product … enthusiasm is infectious.”Liz Allen, Customer Services Assistant, Auckland Zoo Auckland
Auckland Airport - Management at Auckland Airport realised that they needed to prepare for the thousands of visitors expected to arrive in Auckland for Rugby World Cup 2011, so they looked for initiatives to improve customer service. “Staff increased knowledge of what New Zealand offers as a visitor destination. KiaOraMai is a cost effective training tool which brings skills and enthusiasm back to the workplace.”
Gillian Danilo, Aeronautical Training Coordinator, Auckland Airport
I am so happy to have received this ( KiaOraMai Certificate ) it has made the hard work put in all worth it and the skills I have been introduced to from this programme are lifelong skills I can develop further to enhance my career. I would like to know how I can enrol my partner Migle as I would love for her to go through this programme. The benefits are too good to pass up. Please advise of payment of course and course dates as she does not work for the same employer I work for but she is busting to do this programme as she has seen how much fun I have had with it and the buzz around the actual course day. Would be much appreciated.
Jade Airport Operations Officer Auckland International Airport Ltd
After completing the KiaOraMai course and then returning to work, it made us more aware of wanting to give our customers a great experience. Greeting passengers and each other with Kia Ora and using the Maori language has been great also .The understanding of Maanakitanga and Kaitiakitanga has been enlightening as we now have total understanding of how important it is in our jobs and as individuals. We embrace fully the above terms in regards to how we treat customers, visitors and colleagues on a daily basis. I found the workshop very interesting and informative. Hazel, Doris and Justin are very good at their jobs there presentations were great; they were able to make everyone feel part of the group and get total participation. In saying that I think the guys that attended from Landside ops also had an open mind and were wiling to take part in all aspects of the workshop.They were very open and positive; they truly listened and engaged in everyone’s opinions.
Debs Ihakara Auckland Airport Operations Officer
Thank you so much for that, Hazel, and for your unstinting encouragement and support. You and Elena have been absolute bricks!!! I am quite chuffed to have your final seal of approval. For I was a 'doubting Thomas' at the outset. KiaOraMai has made a lasting positive impact on the way I will give customer service assistance in the future. You have left quite a legacy at this zoo.
Cheers and many thanks, Liz AllenVisitor Experience Team Auckland Zoological Park
KiaOraMai is not your standard customer service training programme. It really considers what makes New Zealand special to our visitors and customers and what their expectations are around the service they receive. Embracing the Tourism New Zealand 100% Pure Brand, KiaOraMai brings alive the welcome and the ability for staff to interpret customer needs and help them to gain the best experience for them. Staff will learn about how to interact with customers, how to tell them about local features and cultural experiences, how to refer them to local hot spots and so forth. Your business promise will be built into what they learn about delivering great service. Maureen says that her staff benefited from the programme and (they) enjoyed the workshops immensely. “I have noticed a continuous improvement in their customer service skills which is directly attributable to the training they received on the KiaOraMai programme”.
Maureen Rangitoheriri Treasurer - Whanau Support Services Trust
