Customer Service Hospitality

2 Days
10 Modules

Excellent Hospitality Customer Services & Response To Complaints

Customer Service is always the most important subject in HOSPITALITY Businesses.

Thus, frequent refresher courses are important ensuring consistent customer services are in place at all times at your hotel and its operations.

OVERVIEW

Hospitality Service is an intangible experience, and a crucial aspect of survival for any enterprise seeking to grow in competitive markets. A positive customer experience is central to any organization’s success, as it is often the only thing that distinguishes one business from another. Good Service is really good selling! Both pursuits require sound and strategic planning and preparation. They both require us to sharpen our personal communication skills and product knowledge.

This 100% activity based session is designed for Service Professionals who engage customers in:
Live Chat, Email, Telephone, Face to Face interactions. The activities are easy to participate in and quick at generating meaningful discussions and skill improvement among participants. Each activity allows for a thorough examination of performance and formulation of meaningful strategies to create a true culture of telephone service.

The 4 main ingredients used in this program are Involvement, Interaction, Personal Reflection and Fun! This training session takes a practical approach in terms of enhancing behavioural skills that are imperative for Telephone Service professionals to perform their function confidently. Key elements of Communication including Basic Customer Courtesies, Telephone Skills, Email writing skills, Professional Listening, Articulate Speaking, Dealing with angry and irate customers are included.

LEARNING OUTCOMES

By the end of this excellent customer service course, participants will be able to:

Understand the importance of various customer touch points within the organisations and developing skills in each one to boost customer experience to a higher level
Structure customer contact more effectively
Improve questioning and listening skills through speaking and writing
Identify customer’s real issues and match with appropriate solutions
Build better relationships with customers using empathy
Understand the importance and impact of the telephone as a service tool
Write effective emails to respond to complaints (Complaint Letter templates provided)
Live chat dialogue including templates and canned responses

LEARNING METHODOLOGY

In this experiential Customer Service program, we adopt a facilitative approach through interactive workshops, self-assessments, group activities and simulations. As It is very important for participants to review their own outcome, activities are designed to illustrate key issues that the participants are facing in Customer Service and identify areas of improvement.

DAY 1

MODULE 1:

Key Elements to World Class Service:
- Attitude
- Skills
- Knowledge
- Behaviour

MODULE 2:

Active Listening:
- Activity - The Diagram

MODULE 3:

Empathy - Understanding customer’s perspective:
- The Human Connection - Do you Feel Genuine Connection with Others?
- Deepening Your Connection with your clients
- Video: BrenéBrown on Empathy

MODULE 4:

Professional and Articulate Speaking:
- Communicating without body language through phone
- Articulate speaking
- Mastering and Applying Voice Characteristics
- Tone, Pitch, Rate of Speech and Volume
- Game: The Blindfold

MODULE 5:

Probing Skills:
- The art of asking the right questions to identify and understand underlying customer issues
Game: 20 Questions

DAY 2

MODULE 6:

Top Tips to Good Telephone Etiquette.
A warm, friendly, helpful and professional voice is one which attracts customer loyalty.

MODULE 7:

Secret Body Language and how to Interpret Them:
- Activity: Synchrony vs Dyssemia
- Do’s & Don’ts in Body Language

MODULE 8:

Responding to complaints and Defusing angry customers (Live Case Studies):
- Handling difficult customer situations well can actually improve future business.
  When a situation becomes heated, it is better to stick to a clearly defined set of steps and deal with the problem.
  Professionalism is as much a state of mind or attitude as it is a behaviour. Showing empathy as distinct from sympathy is necessary.
- Demonstrating a genuine understanding of another human being’s predicament is a powerful service image builder. We need to help control a customer’s emotions and accept that sometimes we all feel irate or upset. During this module, we identify and practice the crucial steps in calming and directing an angry or irate customer.
Activity: Role play sessions on real scenarios

MODULE 9:

Winning Live Chat & Web Chat Training for Your Customer Service Team Live Chat & Industry standards.
- Group exercise

MODULE 10:

Email Writing Skill & Best Practices (Practical):
- Writing Effective Emails (Exercises/ Complaint Letter Samples & Templates Included)
- How to Respond to Complaints (Structure)
- Apologetic emails to handle complaints
- Replying emails according to your objectives
- Respond to impactful and genuine canned responses for recurring situations in email
- Creating templates for future email communication
- Critique and improvement

This Excellent Customer Service and Handling complaints program is designed for customer service front liners, supervisors, team leaders of any industry.

This course includes