The hands-on session, delivered by the Institute of Excellence, will focus on practical techniques to help customer-facing staff create more engaging and memorable experiences for visitors.
The workshop will be facilitated by Institute of Excellence founder Despina Karatzias.
With more than 20 years' experience in tourism and small business, she brings practical insights as a certified trainer, business coach and host of the Tourism Hub Podcast.
Mrs Karatzias’ tourism career began in aviation before transitioning to hot air ballooning.
“My role is centred around industry training and development, building skills and capability for small to medium tourism operators,” Mrs Karatzias said.
“Aviation was my starting point, working for a regional airline and that interest in aviation led me to what made up the bulk of my career, working for a commercial hot air balloon business.
“I swapped fixed-wing for fabric and a basket.”
The workshop aims to demonstrate proven engagement techniques grounded in experience economy principles and visitor servicing frameworks.
These are designed to guide frontline staff in creating welcoming experiences that encourage longer stays and repeat visits.
“The people of the region and the experience beyond the actual fabric of the stay, the play, the landscape, beyond the physical assets are what makes a great regional holiday or regional visit,” Mrs Karatzias said.
“It is the people and the feeling that is left during and after an experience.”
She emphasised that service extended beyond traditional tourism businesses.
“It could be a hello from a local, you might have grabbed fish and chips from a lovely local outlet or bought yourself a pair of shoes,” she said.
“All of these touchpoints for everyone who lives and works in a regional town make up the visitor experience.
“You might have a five-star experience, but if you have a lousy one, even if it is a small one-minute interaction, that could be lasting.
“My intent is to invest in our participants' empowerment about just how important they are, and more than anything build confidence.”
The workshop will run on Wednesday, June 17 from 10am to 1pm, at the Campaspe Shire Council function room in Echuca.
To book a spot at the Campaspe Shire customer experience workshop, register your spot by June 15 at trybooking.com/DMOKP or via the ‘Now Open’ section of the council website.
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