Fit for Customer Service
Easy and effective ways to positively influence your day to day contact with customers
This training is for all employees who have face-to-face customer contact.
Seminar Goals
Participants will explore techniques used to identify customer needs and address these professionally. Participants will also be shown the impact of body language in our face-to-face contact with customers, and how to apply positive communication when addressing guests. In addition participants will gain skills during the programme that will assist in enhancing the customer's service experience and be given tips for handling difficult guest situations.
This fast-paced seminar is packed with tools and tips to ensure participants understand how to deliver a positive guest experience, and highlights the importance of customer-focused service and the impact this has on how customers value their stay at the hotel.
Duration: 1 Day
Seminar Topics
• Defining the "perfect" service experience from check-in to check- out
• Identifying customer needs
• The "personal welcome"
• The various guest types and their typical behaviours
• The effects of body language on the customer's perception of service
• Anticipating Needs, Problems and solutions
• Friendly, Polite, Courteous -the difference between good customer service and great customer service
• Basic communication skills, questioning techniques and applying the communicator - recipient technique
• When what they say is not what they mean - interpreting guest behaviour
• Using the "sandwich technique" to handle difficult situations
• Taking customer service to the next level - the IFH® DARRE technique
Find Out More
- Register for this course
- Send us an enquiry
- Call 07799 767 326 or eMail us
