Welcome Host Plus builds on the knowledge and skills already developed from the Welcome Host programme enabling you to offer customer service at its best.

You will look at how to:

aim for world class service
understand your customers and your competition
turn negatives to positives
implement effective service recovery procedures
build a winning team
convert enquiries into sales

This one-day training course is designed to build on the knowledge and skills you gained through Welcome Host and take you to the next stage.

Combining inspirational presentation with interactive sessions where delegates share ideas and develop individual action plans, this practical training course is a must.

Welcome Host Plus covers:

1. Welcome back
Introduction to this next stage

2. The service challenge
Winning and keeping customers
What is world class service?
Moving from good to excellent

3. Customers and competitors
Who are your customers?
The customer’s expectations
The value of repeat business
Lifetime customer value
Competitive analysis

4. Service encounters
Moments of truth
Communicating with customers
What customers want, including emotional needs
Taking the initiative
Turning negatives into positives
Service recovery
How do you react to challenging situations?
Aggressive, defensive and assertive responses
Challenging situations and how to turn them around

5. Building a winning team
Effective teamwork
Your role in the team
What makes a team successful?

6. Converting enquiries into sales
The sales process
Matching products and services to customers’ needs
Presenting information
Features and benefits
Overcoming objections

7. Quality counts
Going the extra mile
Continuous improvement
Action plans to implement in your business