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Once again, The Dualway Group (incorporating Corporate Transportation and Sightseeing Tours) have been recognised by the Irish Tourism Body, Failte Ireland, for its commitment to and continuity of customer service excellence.
For the third consecutive year the 120 strong staff and management team have been awarded the coveted Optimus Service Excellence Award following mystery shopper assessments, customer feedback and careful scrutiny as to how feedback is converted to improvements in customer service. As the only transportation and sightseeing company in Ireland to hold this award the Group’s General Manager, David McConn, acknowledged that it was a proud achievement for the company.
“Each member of staff has given 110% to this programme, and it shows, not only in the receipt of this coveted award but also in the exemplary service that is delivered to each customer on a daily basis ”, he said.
“90% of the positive changes that have come about within the organisation have been as a direct result of staff feedback.”
David explained that because staff have constant contact with the customer and are privy to all kinds of customer feedback - positive and negative - which has helped to identify the need for a multi-lingual product in Dublin city. The Dualway Group launched the Dublin Multi-lingual Tour in late 2004, the first tour of its kind in Ireland, featuring commentary in 7 languages.
“We are committed to increasing this service from its current half hourly operation to a 15 minute frequency throughout the summer months of next year”, said the Group’s GM.
With such a positive staff and customer-driven climate of change within the organisation, what comes next?
“We are looking at introducing new products to add to the overall customer experience in 2007. In addition to enjoying a city tour the client will be able to enjoy other exciting new products for a small extra charge. This is our way of addressing the need to offer value for money to each visitor who arrives in Dublin and will be our commitment through the year ahead.” he said.
“Today’s winners reflect the wonderful customer service ethic that is so deeply embedded in the tourism industry. Undertaking a scheme like this while running a busy enterprise is no small achievement. ” said Fáilte Ireland’s Director of Enterprise and Skills Development Aidan Pender.
Other award recipients include Dublin Tourism, Killashee House Hotel, Inchydoney Island Lodge & Spa, Clonakilty, Co Cork, Clarion Hotel Dublin IFSC and Clontarf Castle Hotel, Dublin.
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The Dualway Group’s team of staff traded in their uniforms in exchange for multi-coloured t-shirts this summer as part of an annual fundraiser day for Barretstown Camp. A total of EUR 7000 was raised for the charity, when the entire takings of the Dublin City Sightseeing Tour for July 20th were donated to this special charity, which helps children with cancer and other serious illnesses have fun at their Kildare based camp.
Barretstown Camp, which is part of the Hole in the Wall Gang founded by Paul Newman, based only 15 miles from The Dualway Group depot, welcomes families from all over the UK, Europe and Ireland.
Hilary Makin, Barretstown: “Barretstown helps over 1,500 children and family members each year and everything - including airfares and first-class medical care - is provided free of charge, so we need to raise EUR 4.5 million each year. A huge difference can be made to the lives of children who come to Barretstown.”
Local celebrities including snooker champion Ken Doherty, Dublin’s Lord Mayor and singer Don Baker as well as soap stars boarded the Dublin City Sightseeing tour buses during the day lending their support to the City Sightseeing team throughout the day.
David McConn, general manager at The Dualway Group, said, “We are delighted to be associated with such a wonderful charity and hope to make this fundraising day, in aid of Barretstown, an annual event and help them raise lots of much needed funds so that more children can participate in their amazing programmes”.
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-The Dublin City Tour Family Ticket - just EUR36
Running out of ideas for what to buy your loved ones? Why not book a Dublin City Tour? With stops at Dublin’s top visitor attractions, including Dublin Zoo and the Natural History Museum, and discounts off admission it makes for a great family day out! The family ticket allows two adults and up to 3 children to travel. Tickets are open so you don’t have to choose a date of travel. From the time the ticket holder hands in their ticket their 24hour travel period kicks in! It couldn’t be simpler.
For details or to book go to www.irishsightseeingtours.com
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10% discount off all Christmas Party transportation booked before November 14th!
To get in the festive mood we are offering this great discount to early bookers looking to take care of their festive season transportation. Choose from vehicle size or standard (see below) and throw the 10% saved on transportation into the drinks kitty!!
What you think of our service and our staff?
NEW!!! Now introducing our online customer feedback form!!
Simply log onto to www.dualwaycoaches.com and take 1 minute to let us know what you think of our team and our service.
We thank you for your comments and ask you to keep the feedback coming!
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