In the framework of the UNDP Integrated Rural Tourism Development Proservice-l LLC conducted workshops to improve the quality of customer service for the staff of Visitors Information Center in Tavush, Gegharkunik, Shirak and Lori regions of Armenia. The fictitious case-studies and exercises focused on building rapport with the tourists/visitors of the Center when directing and providing information on tourist sites, attractions and services. 

The sessions were highly interactive, combining short lectures, video material, games, self-instructional activities, group discussions and tests. 

To make the visitors’ experience as enjoyable as possible, participants mastered skills in communicating information in a timely and accurate manner through voice and tone control, understanding verbal and body language as well as coping with stressful situations and many others.   

Participants especially enjoyed the video pitching exercises aimed at developing skills in presenting information briefly and concisely.