Hospitality Customer Service Professional
Details
This course is essential for any professional who deals with customers. You will learn all the essential skills that are required to deliver efficient and reliable customer service. You will gain an understanding of customer expectations and needs and will be able to deal effectively with customers. You will also learn how to recover from customer service failures, deal with difficult customers more effectively, and consistently create memorable and positive customer service experiences.
Outline
Attaining customer satisfaction through quality measures
- Customer service excellence
Components of quality service:
- Service quality
- Service quality gaps
- The 'RATER' model
- What customers pay attention to
- Dimensions of the 'RATER' model
- Flying over customer expectations
- Establishing service quality performance standards
The customer complaint system
- Definition of ‘complaint’
- Types of complainants
- Sources of complaints
- Why most customers won’t complain
- Types of complaints
Inspiring People
- Arousing interest
- Engaging them
- Practicing new skills
- Applying to real world
Customers loyalty
- Principles of success
- Who is a loyal customer
- Strategies to keep customers loyal
- Reasons why companies lose customers
- Keys to delivering exceptional service
A profile of different customer personalities
- Difficult people and difficult behavior
- Characteristics of difficult people
- Suggested responses
- Six personalities that lead to conflict and how to deal with them
Effective communication with customers
- Definition of communication
- Communication goals
- Communication as a critical success factor
- Communication with customers
- Reading the body language of customers
- Characteristics of a good listener
- Behaviors that block listening
- How to be an active listener
TRAINING METHODOLOGY
The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.
Speaker/s
Special Offer
Schedules
| Tue, Wed, Thu, Fri | 10:00 AM — 04:00 PM |
| Tue, Wed, Thu, Fri | 10:00 AM — 04:00 PM |
| No. of Days: | 4 |
Alpha Partners is a reputable firm of Training and Management Consultants with many years of corporate training experience in Finance, Accounting, Auditing, Banking, Management, Information Technology, Oil and Gas Sector, Security, Engineering, Public Relations, Secretarial Studies, Leadership, Marketing and other fields of human endeavour.
We are one of the leading players in the profession. Our firm, a multi-disciplinary one with highly talented, experienced and dedicated partners and staff who have experiences in different facets of working life was established in 1996 and has branches in Lagos, Enugu and Awka.
We offer a wide range of professional services, which covers audits, accounting, finance, taxation, ICT, security, engineering, insurance, human resources management, secretarial and consultancy services in all ramifications.
Our numerous clients attest to the high quality services we offer which contribute in no small measure in ensuring sound and efficient management of their resources.
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