East Gippsland Shire Council is providing a free Customer Experience Program to support local retail, hospitality and tourism businesses. The online training program is self-paced and designed to be flexible, allowing businesses to strengthen their customer service and business practices in a way that suits their schedule. The initiative aims to support local operators in enhancing service delivery, attracting and retaining customers, and building long-term sustainability.

Facilitated by industry expert Ange O’Connell, the program is fully funded by Emergency Recovery Victoria through the Business and Economic Recovery and Resilience Grant Program. The training covers key areas such as communication, conflict resolution, customer engagement, and service consistency, helping businesses enhance both their in-store and online customer interactions.

Josh Thomas (pictured), owner of East Handy Store in East Bairnsdale, runs a hospitality business – one of the key industries the program is designed to support. He credits his success to creating exceptional customer experiences, a focus that aligns closely with the goals of the training.

"A great customer experience is about more than just good food – it’s about creating moments that leave a lasting impression," Josh said.

“We combine a worldly culinary approach with the best of East Gippsland’s local produce, ensuring every detail - from atmosphere to service – is considered. It’s about warmth, theatre, and a seamless sense of hospitality that keeps people coming back.

“A program like this will help put East Gippsland on the map as a must-visit destination by elevating the customer experience at every level in multiple industries and raising the standard across the region.”

By upskilling employees and refining customer service strategies, businesses contribute to a more resilient local economy and a stronger reputation for East Gippsland as a welcoming destination. Investing in staff training not only improves day-to-day operations but also opens doors for employees, creating long-term career opportunities and economic sustainability.

To celebrate the program’s launch, local businesses are invited to a free networking event at the Eagle Point Foreshore Hub on Thursday 15 May 2025, from 6.00 to 8.00 pm. The evening will begin with refreshments and networking, followed by a short presentation at 7.00 pm where Ange O’Connell will introduce the program and demonstrate how businesses can easily implement it. This is a chance for business owners to connect, learn, and explore practical ways to strengthen their customer experience strategies.

Business owners and operators are encouraged to take advantage of this free opportunity to enhance service quality, attract and retain customers, and secure long-term success. To RSVP for the launch event, please book your tickets at https://events.humanitix.com/customer-experience-program

‍

‍