Welcome Host Gold

This is a one-day interactive, training programme designed for those working in the tourism, leisure and hospitality sector who provide a service to customers face-to-face or on the telephone. We can deliver this as an in-house training programme, or brief your trainers to enable them to deliver it to your employees and provide all of the required training materials.

Learning outcomes

The training programme aims to enable participants to:

• identify what their organisation and area where they work has to offer customers
• understand who their customers are and what they need and expect
• meet, manage and, whenever possible, exceed customer expectations
• appreciate the key elements of excellent customer service 
• work with their colleagues to deliver excellent service on a consistent basis
• communicate and connect with customers – face-to-face, on the telephone and in writing
• identify methods of boosting business and develop their sales skills
• deal effectively with difficult situations

Programme content

1. Introduction

• Why are we here?
• What do you want to achieve?
• Your experience of customer service
• Your experience of customer service
• Which countries provide the best service?
• The challenge of delivering excellent service
• Who benefits from excellent customer service?

2. What do you have to offer?

• Providing services to customers
• The service sector network
• What attracts visitors to this area?
• Product and destination knowledge
• Responding to requests
• Delivering sustainable products and services

3. Understanding your customers

• Know your customer
• Who are your customers?
• Meeting, managing and exceeding expectations
• Changing expectations
• The customer journey
• Customer loyalty
• The lifetime value of a customer
• Your competitors

4. Delivering service excellence

• What is service excellence?
• Characteristics of excellent service
• Creating an impression
• Moments of truth
• Customer service opportunities
• Choosing your behaviour
• Meeting emotional needs
• Internal customers
• Working successfully with your colleagues
• Policies, procedures and standards
• Providing an accessible service

5. Connecting with customers

• Making a connection
• The communication process
• Choosing your words
• Inspiring confidence and building trust
• Vocal communication
• Body language
• Are you a good listener?
• Asking the right questions
• Presenting information to customers
• On the telephone
• Putting it in writing

6. Boosting business

• Options for boosting business
• Encouraging repeat business
• The sales process
• Features and benefits
• Upselling and cross-selling

7. Dealing with difficult situations

• Difficult situations
• Customer dissatisfaction
• Handling a complaint
• Receiving feedback from customers
• Features and benefits

8. Improving your customer service

• Your offer to customers
• Planning for service improvement

If you are interested in booking this course, please call us.