| Welcome Host helps participants to acquire
new customer service and communication skills as well as improving
their knowledge of local facilities and services.
You will look at how to:
improve communication skills
create a positive impression
deal effectively with difficult situations
exceed customer expectations
build repeat business and word of mouth recommendations
This definitive one-day training course includes
a mix of inspirational presentation, stimulating group activity,
essential tips and individual action planning.
Combining an expert overview with specific actions to improve customer
service in your business, no wonder this is the UK’s No 1
training course in customer service.
Welcome Host covers:
1. Introduction
The importance of excellent customer service
2. The Tourism, Leisure and Hospitality industry
Industry sectors
The benefits of tourism
The value of tourism
What makes a business or organisation stand out?
3. Understanding your customers
The customer experience
Put yourself in the customer’s shoes
Identifying needs and expectations
Identifying the types of customers at your own organisation
4. Delivering excellent customer service
Key elements of customer service
Trends in customer service and changing expectations
Check your level of service
Setting and maintaining standards
How to make a great first impression
5. Successful communication
Verbal communication
Body language
The importance of listening skills
Open and closed questions
Written communication
Communication by telephone
6. Providing information and advice
Presenting information to customers
Sharing local information
7. Meeting specific needs
Providing an accessible service
Language and cultural diversity
Different needs for customers of different ages
8. Dealing with difficult situations
‘The nice customer’ may not be the repeat customer!
The causes of dissatisfaction
Handling complaints effectively
Recognising customer reactions
Dealing with feelings
Dealing with difficult situations
Resolving problems
Using customer feedback for positive change
9. Boosting business
Opportunities to increase business
Improvements you can make in your own business or organisation
10. Assessment activity
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