Location: Canterbury, Kent
Timings: 09:30 to 16:30
Costings: £350.00 + VAT per person, maximum of five delegates per business per day
Includes: Training Manual, Workbook & Answers, refreshments, and lunch
Whether you run a pub, restaurant, hotel or sports club your best opportunities come from those that already know you, respect you, like you and want to tell everyone about you. In today’s world where people choose how they spend their hard earned disposable income, we must ensure that people are thinking about our business when the competition is approaching them. This training programme shows your team how to protect this valuable asset. It will provide delegates with the skills necessary to develop courteous and effective ways to ensure your customers reject other businesses and keep returning to your business.
Everyone knows that good customer service is important. However, this training programme will give you the ideas, skills, tips and techniques you need to keep your customers coming back. Even when you have had a bad day or you are dealing with those difficult customers, the tools we provide help your team to place themselves in a frame of mind that keeps them at the top of their game. The training programme is practical and easily learned to guarantee you have the skills and techniques to keep and generate more business from your customers.
This programme helps you develop your skills to manage customer expectations, and how to deal with things when they go wrong. We explain that things do go wrong, that isn’t a problem, as we are all human. What is important is how we deal with things when they do go wrong. You will develop more confidence, become more self-assured and be a leader in hospitality customer service.
- First impressions
- Customer Expectations
- Going the extra mile
- Use body language to get the best results
- Customer Service PROCESSES and SYSTEMS
- Building Customer Relationships in the short time that you have with a customer
- Performance standards and key performance measures
- Recognising opportunities for up-selling for customer satisfaction
- Overcoming communication issues and keeping people happy
- Conflict, difficult situations and disruptive behaviour made easy
- What keeps the customer happy; find out what they think is important
- Under promise and over deliver
- Cross-selling
- Automated customer relationship management in the hospitality sector
- How to say No
- Handling Complaints
- How to say No
- How to make a professional apology
