Affiliate News

Industry News
Farquhar Consulting to provide Customer Service and Operational Expertise to RCI Affiliates
July 18, 2018

Farquhar ConsultingRCI Asia Pacific is pleased to announce that newly-formed Farquhar Consulting will offer its services to RCI’s resorts across Asia-Pacific.

Farquhar Consulting is led by Sean Farquhar, a veteran in the vacation ownership industry with over 20 years of experience. Sean has built contact centres from the ground-up and led teams in the servicing of customers across Asia Pacific. Through his work with major hospitality brands over the years, Sean has a deep understanding of what owners expect post-sale as well as how to generate incremental revenue from existing customers.

“I am so excited to work directly with RCI’s affiliates,” said Sean Farquhar, managing director of Farquhar Consulting. “Resorts are the lifeblood of our industry and I have made it my mission to aid them in realizing their success.”

“Sean will be a valued resource for our affiliates,” said Jonathan Mills, managing director of RCI Asia Pacific and DAE Global. “Service quality is such an integral part of the hospitality industry and with rising customer expectations, delivering service excellence is no longer a choice but a necessity. When you equip your staff with the right skills to create a quality experience for your customers, you enhance customer satisfaction, your company’s image and ultimately revenue. I am confident Farquhar Consulting will be able to provide our affiliates all the essential skills they need to achieve operational and service excellence.”

Farquhar Consulting will focus on four areas with RCI affiliates - Operational Setup, Team Building, Service Improvement and Operational Transformation:

Operational Set Up Team Building
  • Operational Review
  • Service Centre Design
  • Equipment Procurement
  • Defining Success
  • Finding the Right People
  • Culture Creation
  • Train to Retain
  • Developing Professionals
Service Improvement Operation Transformation
  • Understanding your Customer
  • Call Handling
  • Customer Service Metrics
  • Continual Improvement Culture
  • From Order-taking to Deal-making
  • Enhanced Customer Experience
  • Effective, Ethical Sales Training
  • Incremental Revenue Generation

Training in all areas will come in the form of modules that can be tailored to the individual needs of an affiliate.

To find out more about how RCI and Farquhar Consulting can help your resort create operational excellence through interactive training sessions and interactive solutions, please contact your RCI Account Manager or email rciaffiliates.ap@rci.com.