Customer Service: Enhancing Customer Service and Guest Experience

Can you really afford to be out-serviced by your competitors in the modern era? 

Customer Service is the lifeblood of business.  

Included in the fee: 

• Expert facilitator, 
• Downloadable Manual / materials  
• Certificate of Attendance (Electronic) 

What do you need to join: 

• Mobile, tablet or laptop device 
• Stable internet connection 
• Pen and notepad
• Must be able to read and speak in English

WHO SHOULD ATTEND? 

• Suitable for individuals working in the Hospitality Industry. 

WHAT WILL YOU LEARN?

DAY 1 

Module 1: Introduction to Customer Service in the Hospitality Industry 

• Defining customer service and its significance in the hospitality industry
• Identifying the benefits of exceptional customer service
• Understanding the impact of customer service on guest loyalty and revenue generation

 Module 2: Understanding the Guest Experience 

• Defining the guest experience and its components
• Exploring the emotional aspects of guest experience
• Identifying touchpoints and moments of truth in the guest journey

 Module 3: Differentiating Customer Service and the Guest Experience 

• Highlighting the distinctions between customer service and the guest experience
• Recognizing the interplay between customer service and the guest experience
• Analysing real-life examples from the hospitality industry

 Module 4: Creating a Customer-Centric Culture 

• Cultivating a customer-centric mind set among hospitality staff
• Developing a service-oriented organizational culture
• Promoting effective communication and teamwork for enhanced customer service

 DAY 2:  

Module 5: Delivering Exceptional Customer Service 

• Developing key customer service skills, such as active listening and empathy
• Handling challenging customer situations with professionalism and tact
• Practicing effective problem-solving and conflict resolution techniques

 Module 6: Enhancing the Guest Experience in Hotels 

• · Identifying opportunities to enhance the guest experience at different touchpoints
• · Personalizing guest interactions to create lasting impressions
• · Utilizing technology to enhance the guest experience without sacrificing human touch

 Module 7: Measuring and Evaluating Customer Service and Guest Experience 

• Identifying relevant metrics to assess customer service and guest experience
• Collecting guest feedback and leveraging it for continuous improvement
• Implementing a service recovery strategy for guest satisfaction

 Module 8: Role-Play and Application 

• Engaging in role-play exercises to practice customer service and guest experience skills
• Applying the knowledge gained throughout the course to realistic scenarios
• Receiving constructive feedback and coaching from trainers

Upon successful completion the participants receive a CERTIFICATE OF ATTENDANCE.