Hospitality Customer Service Professional

This course is essential for any professional who deals with customers. You will learn all the essential skills that are required to deliver efficient and reliable customer service. You will gain an understanding of customer expectations and needs and will be able to deal effectively with customers. You will also learn how to recover from customer service failures, deal with difficult customers more effectively, and consistently create memorable and positive customer service experiences.

CONTENT

Attaining customer satisfaction through quality measures

• Customer service excellence

Components of quality service:

• Service quality
• Service quality gaps
• The 'RATER' model
• What customers pay attention to
• Dimensions of the 'RATER' model
• Flying over customer expectations
• Establishing service quality performance standards

The customer complaint system

• Definition of ‘complaint’
• Types of complainants
• Sources of complaints
• Why most customers won’t complain
• Types of complaints

Inspiring People

• Arousing interest
• Engaging them
• Practicing new skills
• Applying to real world

Customers loyalty

• Principles of success
• Who is a loyal customer
• Strategies to keep customers loyal
• Reasons why companies lose customers
• Keys to delivering exceptional service

A profile of different customer personalities

• Difficult people and difficult behavior
• Characteristics of difficult people
• Suggested responses
• Six personalities that lead to conflict and how to deal with them

Effective communication with customers

• Definition of communication
• Communication goals
• Communication as a critical success factor
• Communication with customers
• Reading the body language of customers
• Characteristics of a good listener
• Behaviors that block listening
• How to be an active listener

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.