Advanced Hospitality Customer Service

OBJECTIVES
This course is essential for any professional who deals with customers. You will learn all the essential skills that are required to deliver efficient and reliable customer service. You will gain an understanding of customer expectations and needs and will be able to deal effectively with customers. You will also learn how to recover from customer service failures, deal with difficult customers more effectively, and consistently create memorable and positive customer service experiences.

CONTENT
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

Methodology
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

DATE:

1ST BATCH:        11th – 14th Feb, 2025     

2ND BATCH:       17th – 20th June, 2025

3RD BATCH:       28th – 31st Oct, 2025