On-site Training in all Provinces of SA.        Call/ WhatsApp: +27 82 765 9238      Email: training@hospitalitycourses.co.za

Delivered On-site in All Areas

Course Overview

This is a 2-day training delivered to all guest contact staff. Our customer service excellence course is designed to help guest contact staff deliver exceptional service at all times. It is suitable for tourism & hospitality businesses and other industries that deal with customers. 

 

Specific Outcomes

Through this customer service excellence training, which we run in-house in all provinces of South Africa, your employees will learn how to build the culture of exceptional customer service. The success of every business is in its ability to cultivate repeat business. This can only be achieved by ensuring that your whole team delivers exceptional service at all times. 

 

Target Groups

This course is suitable all customer contact staff working the following:

  • Tourism and hospitality industry
  • Retail and wholesale
  • Hospitals
  • Call centres
  • Sales
  • Transport freight & logistics
  • Human resources and industrial relations
  • Education
  • Government departments

 

Duration for this course is 2 days and is delivered on-site in all provinces. The minimum number required for on-site training is 8 staff. Contact us now for a quote. 

 

Course Content and Outcomes

Through this customer service excellence course, your employees will learn the following:  

  • Understanding the importance of internal and external customers
  • Building the culture of exceptional service
  • The principle of CARE
  • Cultural consideration when dealing with customers
  • What do companies with good repeat business do in common
  • Building a rapport and relationship with customers
  • Establishing a professional rapport and relationship with colleagues and internal customers (suppliers)
  • Killer phrases that destroy customer/ guest retention
  • Teamwork and the service chain
  • Customer/ guest feedback
  • Effective survey techniques
  • Customer requirements
  • Providing information
  • Basic telephone skills essential for excellent customer service
  • Attitude and its influence to customer retention
  • Understanding the customer value chain in your business
  • Communicating your team's needs and ensuring great service
  • Referring requests outside your area of authority
  • Following up requests
  • Problems with meeting requirements
  • Common complaints and appropriate action
  • Evaluating/ dealing with complaints
  • Dealing with customer complaints effectively
  • Identifying the nature of the complaint or incident
  • Reassuring the guest
  • Tools for effective negotiation and communication
  • The HEAT approach
  • Customer complaints procedure
  • Product and service complaints
  • Environment complaints
  • Personal complaints
  • Written complaints
  • Documenting complaints and giving feedback
  • Efficient work practices
  • Promoting products and services

 

We will come to your establishment and provide the training on-site/in-house. We travel to all the provinces. Contact us now for a reasonable quote by filling in the form below.

 

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Customer Service Excellence Course

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