Customer Experience Management in Hospitality Professional
Details
This course is essential for any professional who deals with customers. In this class, 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
Responding to the Voice of the Customer
What do your customers expect?
Serving Internal and External Customers
Active Listening and Questioning Skills
How to Read your Customer’s Body Language
Developing a Top-Down Customer-Centric Culture
Creating a Customer Service Vision and Strategy
Steps for Implementing a Customer-centric Service Model
The Best and Worst Customer Service Providers
Most Admired Leadership Traits
Going the Extra Mile to Provide Customer Service Excellence
The Power of a Positive Attitude
Is your team ready for takeoff?
Presenting a Professional Appearance
How to Use Customer Service to Increase Sales and Brand Loyalty
Brainstorming for Ideas to improve the “customer experience”
Measuring and Monitoring Customer Service Satisfaction
Why is measuring customer satisfaction important?
Customer Service Satisfaction Measuring and Monitoring
Techniques for Giving and Receiving Feedback
Best Practices for Processing Customer Service Issues
Service Recovery Strategies to Maintain Customer Loyalty
The Impact of Social Media on Customer Service
Building Employee and Team Motivation
Coaching and Mentoring Team Members
Stress Management Tips and Techniques
What is your Action Plan?
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 |
| 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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