This section contains further information and useful links for each of the courses, in the following order:
- Respecting differences and disabilities
- Managing the customer experience
- Making the most of the Internet
as well a section of other useful websites.
Definition of Disability
According to the DDA, a disabled person is someone who has a physical or mental impairment that has a substantial and long-term adverse effect on his or her ability to carry out normal day-to-day activities. This means many conditions can be classed as disabilities.
National Accessible Scheme
The National Accessible Scheme (NAS) information pack will guide you towards the increased accessibility now expected by consumers and required as part of the Disability Discrimination Act (DDA). It will also show you the considerable business and other benefits afforded by membership of the NAS.
Download the brochure (PDF file 1,756KB)
Or:
If you wish to apply to participate in the NAS or receive a pack, please contact:
QUALITY IN TOURISM
Farncombe House
Farncombe
Broadway
WR12 7LJ
T: 0845 300 6996
F: 01386 854319
Advice for tourism businesses on accessibility:
http://www.tourismforall.org.uk/pages/advice.htm
Tourism for All
The Hawkins Suite
Enham Place
Enham Alamein
Andover SP11 6JS
Registered Charity No 279169
Information - Tel: 0845 124 9971
Minicom: 0845 124 9976
E-mail: info@tourismforall.org.uk
Fax: 0845 124 9972
Information about the Disability Discrimination Act:
A list of useful contacts:
http://www.direct.gov.uk/Dl1/Directories/UsefulContactsByCategory/DisabledPeopleContacts/fs/en
Links to sources used in the course:
www.thedisabilityconsultancy.co.uk – The Disability Consultancy concentrates on assisting businesses to comply with the Disability Discrimination Act.
www.tourismtrade.org.uk – Marketing advice for the UK tourism industry.
www.tourismforall.org.uk – Provides expertise and support to the tourism and hospitality sector to provide accessible services for all.
Useful journals:
Customer First – The magazine for the Institute of Customer Service
Customer Management – Journal aimed at Senior Managers and Directors at the leading edge of customer service.
Caterer and Hotel Keeper – Magazine offering independent view on the news, industry and events shaping the hospitality industry.
Websites:
www.ecsw.com - E-customer Service World
www.customermanagementonline.com - Customer Management Journal On-Line
Links to sources used in the course:
www.instituteofcustomerservice.com - The Institute of Customer Service (ICS) is a membership organisation. This independent body has a primary purpose to lead on standards and customer service performance and professionalism
www.customerservicemanager.com – e-magazine for customer service professionals
Websites:
www.whatis.com - Informative Jargon busting website of computer terms
www.nic.uk - The official registry site for Nominet about registering .uk names and dispute resolution
www.easily.co.uk - A UK commercial website offering domain name searching and web forwarding services if you want to use free web space to host a web site under your own domain name
www.searchenginewatch.com - An information website about search engines and how they work
www.wordtracker.com - An information website explaining how key word optimisation works to improve search engine performance
www.electronic-payments.co.uk/ Department for Trade and Industry (DTI) sponsored website offering a product and comparison tool that will help you choose the best method of accepting payments electronically.
www.trustuk.org.uk - An information website from the DTI and Consumers Association about secure payment systems (padlock symbol accreditation).
www.snowgoose.co.uk - This website offers a good starting point with lots of free advice about points to consider when designing a web site.
www.marketingterms.com - A Jargon busting information website of ‘marketing speak’.
Links to sources used in the course:
www.statistics.gov.uk – Home of official UK statistics
www.imrg.org - Interactive retail in media group
www.industry.visitsoutheastengland.com – Industry section of the Regional Tourist Board for South East England website.
www.clickz.com/stats/sectors/travel - Statistical solutions for marketers
Other useful websites :
www.people1st.co.uk - People 1 st is an employer led organisation at the heart of the skills agenda in the UK. It is The Sector Skills Council for the hospitality, leisure, travel and tourism sector.
www.instituteofcustomerservice.com - The Institute of Customer Service (ICS) is a membership organisation. This independent body has a primary purpose to lead on standards and customer service performance and professionalism
www.springboarduk.org.uk - The official website for Springboard UK whose role it is to educate people about career opportunities in hospitality, leisure, travel and tourism to meet the industry’s staffing needs and the aspirations of potential recruits.
www.jobcentreplus.co.uk - Jobcentre Plus is an executive agency of the Department of Work and Pensions. The aim of the agency is to provide specialist advice and support services for those who can work and those who cannot.
www.businesslink.gov.uk - Business Link provides advice and support services needed to start, maintain and grow a business. Their website contains very useful fact sheets on a variety of topics.
www.informationcommissioner.gov.uk Definitive data protection advice offered by the Government.
www.dataprotectionforbusiness.co.uk This site provides advice and downloadable information about data protection. It is a site used commercially by Solicitors.
