- Sector: Hospitality, Soft Skills
- Location: Birmingham, Bridgend, Bristol, Cardiff, Ebbw Vale, Liverpool, London, Manchester, Swansea, Wrexham
WorldHost Principles of Customer Service is a one day, fast moving and interactive programme. It covers the key areas essential to providing both an excellent customer experience and a unique 'Welsh Welcome'.
To help businesses gain a competitive edge, People 1st has acquired the exclusive rights to deliver WorldHost – a world-class training programme developed to raise the standard and delivery of customer service in the UK.
Programme Overview
- Making introductions
- Using and remembering names
- Making conversation
- The importance of body language
- Why we forms first impressions
- Making a positive first impression
- The increasing focus on customer retention
- The importance of attitude for service professionals
- Understanding the communication process
- The importance of verbal, vocal and non-verbal communication
- How to communicate effectively
- Professional telephone techniques (optional)
- Handling customer concerns
- Effective listening skills
- Empathising with the customer
- Providing solutions – the art of service recovery
- The value of tourism and a Warm Welsh Welcome
- Wales -Real, Human and Magical – our competitive edge
- Out and about in our country (optional)
- Out and about in our community (optional)
- Personalised commitments for excellent customer service
Suitable for; any customer facing employees working in hospitality, leisure, travel and tourism
Course duration; One Day
Assessment method; Assessment takes place through a combination of participation and attainment. All successful delegates receive an official WorldHost certificate of achievement and lapel pin