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November 8, 2002     Cape Gazette
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November 8, 2002

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68 - CAPE GAZETTE, Friday, Nov. 8 - Nov. 14, 2002 Conference unveils customer-service training program By Amy Reardon Delaware's Tourism Office un- veiled its new customer service training program, Oct. 30, at the Governor's Tourism Conference in the Dover Downs Hotel and Conference Center. The Delaware Tourism Office has worked with the Work Force Development Office to develop the curriculum and find instruc- tors to train retail, restaurant and hotel employees the basics of hos- pitality. "The three things that people look for in a vacation destination are a feeling of security, friendly attitude, and valued location," said Janet Wurtzel, director of Delaware Tourism Office. "The No. 1 factor we can control is our friendly attitude. ' Dave Ackerman, Rehoboth Outlets marketing director, pre- sented a mock home movie of a Delaware vacation. Awards Continued from page 67 gram because Sept. 11 decreased tourism on a national level. More than 30 restaurants and hotels gave visitors a 10 percent discount for mentioning Discov- ering the Treasures So Close to Home. Revenue increased by more than 7 percent during the campaign. Rehoboth Beach Main Street and Rehoboth Art League won the Best Partnership Award for creat- ing two new events that attract tourists during the off-season: The Great Taste, and Dolphins Around JOHN QUlNH BORASKI CEBS, AEP, CEPS, RHU, REBC, CLU, CHFC, MSFS REOIBTERED INVETrMENIr IDVgIOR or r a Free  Physical call 227-6850 [ii:::i; :?::.::6. :: g!-:" ..... ;i::: ,:: :.:.*i!! I The video showed a series of in- teractions between Ackerman, dressed in a Hawaiian shirt and baseball cap, and employees in the tourism industry. The video was based on real life experiences of Delaware tourists. In one skit, a waiter wrote down directions for a customer, a good example of hospitality. In several other skits, however, employees ignored customers and showed hostility to tourists. The video highlighted the im- portance of a single customer's experience. A good experience can create a repeat customer, while a bad experience can taint a customer's image of an entire re- gion. The training program will help Delaware business owners fulfill the brand image promise: "It's Good Being First." The motto, which was unveiled at last year's conference, has run Town. Jacobs accepted the award on behalf of both organizations. Division of Parks and Recre- ation and Southern Delaware Tourism shared the award for Most Improved Tourism Product. The Division of Parks and Recre- ation created a central reservation system, and Southern Delaware Tourism created an outdoor guide for southern Delaware. in print and television advertise- ments throughout the year and has been picked up by 55 organiza- tions in the state. The motto refers to Delaware's status as the first state to promote the touosm office's goal to put people first. The training program will be more rigorous than the work force development classes in language and soft skills. "Not everyone, who attends, will pass," said Wurtzel, "but the tourism office will give certifi- cates and benefits to individuals and organizations that do." The tourism office has not de- termined the price of the program yet, but officials believe that the training program will help support the state's $1 billion tourism in- dustry. Amy Reardon photo Janet WurtzeI, director of Delaware Tourism Office, and Dave Ackerman, of the Rehoboth Outlets, present the video Dave's Delaware Vacation. The video highlights the impor- tance of customer service. Seminar geared toward women's f'mancial planning Merrill Lynch will hold a financial and estate plan- ning seminar designed specifically for women at two locations: King's Creek Country Club and Ann Marie's Restaurant. Featured speakers will be Jen- nifer Paine and Abigail Gage, financial advisers with Merrill Lynch's Private Client Group in Re- hoboth Beach and Lynn O'Donnell, estate planning attorney with Smith, O'Donnell, Procino and Berl LLP in Georgetown. The seminar empowers women to put their finan- , cial house in order, protect their family's estate and net worth, understand the basics of investment in stocks, bonds and mutual funds, set financial budg- ets and goals, and take control of their financial fu- ture. The seminars will be from noon to 1:30 p.m., Thursday, Nov. 14, at King's Creek Country Club, -with a complimentary lunch, and from 5:30 to 7 p.m., Tuesday, Nov. 19, at Ann Marie's Restaurant, with complimentary appetizers. Limited seating is available. To make a reserva- tion, call Jennifer Payne at 227-5139. THE TEAM TO HANDLE ALL OF YOUR REAL ESTATE NEEDS NEW LISTING 3 Bedroom, 2 Bath 'Hidden Gem!' Tucked away, just over 2 blocks to the beach,on a very quiet dead end street. Inverted floor plan, wood floors, large Screened porch with cathedral ceiling. Potential to expand and achieve even better lake views! Offered at: $595,000 CROWLEY ASSOCIATES "00',oo00o.orwo00 REALTY, I Rehoboth Beach - Bethany Beach, Delaware 302-227-6131 800 2424213 e-mail at 1 "TI i " 1 1 " " ' I " i i"f I ( I I I[ F DEVELOPERS RENTALS SALES 41=9 Hh One Flehob Beach, DE 19971 , P.O. Draw C, N. Pennsylvania I Avenue id Route Ons I National Usting Bethanyam=h,mO I System k" ser ,,,,, l00r,, ....... !.,