Overview

How to develop service and communication skils to deal effectively with a range of customers.  How to present a positive image and enhance your quality of service and handle difficult situations effectively

Outline programme

• Who are our customers?
• How much is a customer worth?
• Moment of Truth – good and bad customer experiences, creating Moments of Magic and Misery
• What are our customers’ expectations and how to exceed them!
• How impressions are formed- positive and negative non-verbal communication
• The hospitality Zone
• Resolving complaints

Other information

Designed for:

All employees

Course duration:

3 hours

New Directions Certificate Issued

Filed under Hospitality