WORLD HOST is a renowned international customer service suite of programmes that can be adapted to suit a wide variety of industries where the quality of front-line customer service is crucial for business success. Over one million people in 17 countries have been trained in WorldHost to date. SORT Training has been delivering the new updated WorldHost programmes since 2012 to hundreds of individuals and businesses around Northern Ireland.

The focus of this programme is in training your staff to world class customer service standards to ultimately ensure that you gain repeat business and encourage customers to tell others of the exceptional service that they have experienced with your company.

This programme is suitable for all staff levels but it is also very useful for people wanting to gain employment in the service sector.

The Principles of Customer Service can be customised for individual companies or to meet the needs of community based training programmes.

The cost of the training is calculated on the basis of the number of participants, training materials, accreditation and trainer’s fee. In house delivery reduces the fees substantially. 


This internationally renowned customer service training programme can bring rewards and awards to the businesses that take part.

There is a business recognition scheme for excellent customer service for companies who successfully put 50% of their staff through this training.  Successful participants on the programme can achieve recognised certificates from People 1st and if required  for an additional cost ICQ and accreditation towards level 2 awards is also available.

Of the companies participating in SORT Training’s  WorldHost training workshops 130  were awarded Business Recognition for over 50% staff trained. This included The Errigle Inn Belfast, The Grand Opera House and Tourism NI. Following a series of WorldHost courses that were delivered to the Ballyclare Activity Trail tourism cluster, this group achieved the UK’s first WorldHost Tourism Hotspot Recognition Award in 2014.  In 2016 Siofra O’Reilly of SORT Training worked with Bellaghy Village businesses to achieve the WorldHost Village Award as part of the Seamus Heaney HomePlace programme.

SORT TRAINING offers 4 WorldHost programmes and these are –

  • The Principles of Customer Service
  • The Ambassador Programme
  • Customers With Disabilities
  • Sales Powered By Service


The Principles Of Customer Service  includes : Welcoming people skills ; Working towards WOW; Effective communication and telephone techniques; The importance of creating a good first impression; The power of listening and handling customer concerns; The value of tourism / retail; The lifetime value of the customer and the Five key commitments to ‘Going the Extra Mile.’

This programme can be customised to suit the specific needs of a business.

This can be delivered as a full day or two half days programme.


The Ambassador Programme covers Ambassador Information; Ambassador Toolkit; Ambassador Resources; The A- Z of our Local Area and Ambassador Resources.

This programme equips participants with the skills and resources to welcome and assist visitors to Northern Ireland and the company or organisation they work or volunteer for.

This is a half day programme.


Customers With Disabilities focuses on how to offer excellent service to customers with disabilities. It includes: Language of disabilities; Preconceptions and misconceptions; Appropriate ways to offer assistance; Why disabled customers are an important part of the tourism economy; Identifying accessible businesses.

The WorldHost Customers with Disabilities programme aims to increase awareness and sensitivity towards customers with disabilities. By having this knowledge, service providers can make people with disabilities feel more comfortable and welcome.

This can be a half or a full day programme.


Sales Powered By Service includes: You’re in sales; Your customer service level; The Sales cycle; Knowing your products and services; Moments of truth; The keys to sales; You have the power; Handling ‘no’ in sales.

This programme will help your staff to understand how they can influence customers’ purchasing decisions and the benefits of selling beyond the basics. No matter what part of the service sector you represent, helping your staff understand the role they play in selling your products and services is vital.

This can be a half or a full day programme.

For the cost of any of these courses please email your query with contact details to Siofra O’Reilly at SORT Training on email address or phone 07757 250 917