INTRODUCTION
- In this course participants will be learning how to deliver exceptional customer service, delegates will also gain valuable skills for reducing stress while they deal with even the most demanding customers. At the program’s conclusion, participants will have a clear understanding of what constitutes exceptional customer service, especially in the hospitality industry.
PROGRAMME OBJECTIVES
- Discovering Innovative Customer Service Skills & Techniques.
- Understanding the Customer Service
- Being up to customer expectations
- Building rapport with your customers
WHO SHOULD ATTEND?
- Secretarial staff
- Receptionists
- Managers
- Anyone who aspires to be responsible for the hospitality and reception
PROGRAM OUTLINE
- Internal versus external customers
- Image and Grooming
- Knowing my company
- Why customer care is important
- First impression
- Meeting and exceeding customer expectations
- The Communication Jungle: Understanding Different Communication Styles
- Welcoming people to your business
- Ethics and Discretion
- Proper Etiquette
- Directing client traffic
- Dealing with visitors
- Transfer of calls
- Putting callers on hold
- Taking Messages
- How to deal with anger and conflict
- Calming difficult customers
- Handling Complaints
- Action Plan
