Provide Customer Service Training

Training Delivered On-site in All Areas

Course Overview

This is a 1-day training delivered to your staff on-site at your establishment. This course is suitable for all guest contact staff. Stuiable for all tourism & hospitality businesses.

Specific Outcomes

On completion, the learner will be able to:

• Explain the concept of the customer as a source of revenue for the business, and therefore the source of salaries.
• Explain the impact on the organization and on oneself of losing regular customer business.
• Describe possible ways that customers could react to poor service.
• Describe methods to satisfy irate customers and deal correctly with customers’ complaints.
• Describe information that may not be given to the customer, and explain the reasons for confidentiality.
• Explain why complaints and customer feedback are good for the organization.
• Explain why it is important to anticipate customer’s needs.
• Greet customers in a polite and friendly manner that is suited to the situation and organization.
• Deal with customers directly or refer them to the appropriate person. (If referred, give a clear and concise explanation of the problem to the person dealing with the issue and reasons for the referral).
• Refer customer complaints that occur outside the individual’s authority/work area to the appropriate person, and explain why.
• Deal with customer complaints and irate customers in line with organizational requirements and decide what follow up action to take.
• Promote establishment services in a manner that suits the situation.

Target Groups

This course is suitable for:

• All guest contact staff

This short course is designed for new and existing staff working in the tourism and hospitality industry.

Duration for this course is 1 day for existing staff, however, we need more time for new staff that do not have the experience. Minimum number required for on-site training is 8 staff. Contact us now for a quote. 

Course Objectives

This course is designed to help all guest contact staff understand the importance of th4e customer as a source of revenue. 

Here are the topics covered in this course:

• The customer as a source of revenue
• The impact of the customer to the organization
• Customer satisfaction and company profitability
• Annoying habits
• Anticipating guests' needs
• Maintaining good customer service
• Confidentiality of guest and company information
• Personal presentation
• Personal development
• Greeting of guests
• Promoting facilities and services
• Guests reaction to poor service
• Guidelines for superior guest care
• Effective communication
• Advantages of customer complaints
• Methods of dealing with customer related issues
• Range of customer complaints
• Common guest complains
• Methods of satisfying irate customers
• Guest complaints procedure
• Written complaints
• Documenting complaints
• Complaint follow-up action
• Do's and dont's of customer complaints
• Complaints practices
• Dealing directly with guests
• Referring guests
• Complaints occuring outside work area of authority

If you have 8 or more staff, we will come to your establishment and provide the training on-site / in-house.  Contact us now for a reasonable quote by filling in the form below.

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