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Hervey Bay Visitor Information Centre is tops for customer service


Hervey Bay Visitor Information Centre staff and volunteers provide the best customer service in the state according to the Queensland Information Centres Association.

Fraser Coast Tourism & Events visitor services manager Andrew Ellis accepted the Customer Service Award at a ceremony on Tuesday night during the QICA conference in Hughenden, west of Mackay in central Queensland.

FCTE general manager Martin Simons congratulated the VIC team on winning the award for customer service and also being named runner-up in the business planning and innovation category.

“This award, for the Hervey Bay VIC, is a tremendous accolade and reward for all the effort that goes in at both our visitor centres to meet and exceed customer needs,” he said.

“Recognition at this level does not just happen – it requires good planning, training, focus, dedication and plenty of hard work.”

Mr Simons said the model of volunteers and staff working together had again proved itself and he thanked everyone for their outstanding contribution.

“It is so terrific to know that we have an ace team on the front line doing their absolute best to showcase the region,” he said.

Mr Ellis said the customer service award was the most important of all the categories and it was exciting to win it.

“It’s recognition that we have the right team and we’re moving forward,” he said.

“Our whole aim is to match the customer with the best product to suit their particular needs so they have the best possible time on the Fraser Coast.

“We also try to match them with other products to encourage them to extend their stay or make a plan to return.”

Last year, the Hervey Bay VIC was runner-up in the customer service category as well as the tourism excellence and business planning categories.

“We have an ethos of ‘customer first’ and ensure that everything we do is based on our visitors,” Mr Ellis said.

“We welcome feedback from our customers and we’re always looking for ways to innovate and improve.”


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