Advanced Hospitality Customer Service

Attaining customer satisfaction through quality measures
• Customer service excellence
Components of quality service:
• Service quality
• Service quality gaps
• The ‘RATER’ model
• What customers pay attention to
• Dimensions of the ‘RATER’ model
• Flying over customer expectations
• Establishing service quality performance standards
The customer complaint system
• Definition of ‘complaint’
• Types of complainants
• Sources of complaints
• Why most customers won’t complain
• Types of complaints
Inspiring People
• Arousing interest
• Engaging them
• Practicing new skills
• Applying to real world
Customers loyalty
• Principles of success
• Who is a loyal customer
• Strategies to keep customers loyal
• Reasons why companies lose customers
• Keys to delivering exceptional service
A profile of different customer personalities
• Difficult people and difficult behavior
• Characteristics of difficult people
• Suggested responses
• Six personalities that lead to conflict and how to deal with them
Effective communication with customers
• Definition of communication
• Communication goals
• Communication as a critical success factor
• Communication with customers
• Reading the body language of customers
• Characteristics of a good listener
• Behaviors that block listening
• How to be an active listener

1ST BATCH: Tuesday, February 3, 2026 — Friday, February 6, 2026.

2ND BATCH: Tuesday, May 26, 2026 — Friday, May 29, 2026.

3RD BATCH: Tuesday, September 22, 2026 — Friday, September 25, 2026.

The training methodology integrates lectures, interactive discussions, collaborative group exercises, and
illustrative examples. Participants will acquire a blend of theoretical insights and hands-on practical
experience, emphasizing the application of learned techniques. This approach ensures that attendees return
to their professional environments equipped with both the competence and self-assurance to effectively
implement the acquired skills in their responsibilities.