Our team and participants at the Customer relationship training in Tara National Park

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Two-day  training “Customer relations” organized in the Rural household Turudic in the National Park Tara, Serbia from 18-20 May, 2023. Training aimed at presenting the modern market approach, modern customers’ behavior and needs and the importance of building the relationship with the customers as well as retaining them.

In total 20 participants from Serbia, B&H and Montenegro attended the training and were mostly representatives of rural tourism service providers and MSMEs involved in the tourism industry. One of the participant was disabled person emphasizing importance of traveling with no barriers and that disabled persons can be travelers and tourism service providers as well.

Ms. Andjela Djokic, SWG external Tourism Expert, Ms. Andja Vukcevic Zoric, SWG Regional Coordinator and Ms. Danica Nesevic, SWG Regional Coordinator conducted the training.

The main topics presented during the training:

  • Providing service to the consumer
  • Maintaining relations with the consumer
  • Creating customer satisfaction
  • How to keep the consumer and make him loyal to your brand
  • Goals of sustainable development
  • Creating additional value
  • Visual identity and branding

Andjela Djokic, SWG RRD external expert for digital marketing in rural tourism presented theory and practice to the participants so that they can improve their business performances. The group discusses the importance and value of visual identity and how to build up a brand in the market. Participants approached the practical work with the coach and Regional Coordinators from Montenegro and Serbia, who assisted during the practical part of the training. The participants created their standard books for the general appearance of the brand which they can share further with the rest of their teams and partners. Additionally, the participants created a customer journey map. This exercise was very useful in understanding the customers’ behavior and their needs and building a strong relationship with them, so they can be ambassadors of our brands. After the practical part, the group, coach and coordinators did a field trip around hidden and popular locations in the National Park Tara and visited a forest bar where we could comment on customer relationships with the founders of this unique place in the forest.

Overall, impressions were excellent, and most of the participants commented on how useful the training was. This topic is practically evergreen, and extremely important for the MSMEs development.

This activity was supported by the project: “Promotion of Economic Diversification of Rural Areas in Southeast Europe (SEDRA II) in SEE- Value chain capacity building on agriculture and rural tourism to streamline rural employment opportunities” implemented in partnership by GIZ and SWG.