About This Course

The hospitality industry thrives on customer service. A better understanding of customers’ needs is key to effective communication and improving customers’ satisfaction level.

This course provides you with the skills and knowledge to curate a positive customer experience.

Course duration: 32 hours

Session: 4 Full Days; 9am – 6pm

Who Should Attend

This course is suitable for new entrants to the industry or existing customer service crew who wish to improve their customer service skills.

What You’ll Learn

By the end of the course, you will be able to follow guidelines to provide positive customer service to a diverse range of customers through effective communication with customers, understanding their expectations and being able to go-the-extra-miles to deliver their services.

Course Outline

The course covers the following content:

• Identify types of customers and triggers in the service environment
• Understand customer needs and expectations
• Describe qualities and characteristics of a service professional
• Understand the importance of go-the-extra-mile for service to oneself and the organisation
• Apply methods to exceed customer expectations
• Apply principles of effective communication
• Apply methods to escalate areas of improvement and service challenges through proper escalation channels
• Apply methods to project a professional image and persona