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.
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.
This course is suitable for:
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.
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.