Features
- Knowledge Sharing Sessions
- Group Discussions and Presentations
- Activities
- Case Studies
- Role Plays and Activities
Target audiences
- Managers
- Supervisors
- Executives
- Operational staff
Introduction
We know the importance of Customer Service. But do we have a clear idea what service means to us?
Not just serve the customer but to Delight our Customer, we need to understand and align the meaning of service.
To create the WOW! Experience for our guests, the old “follow the script” may not work anymore. The staff needs to be alert, aware and attentive to the needs of their guests and to create a Wonderful experience for them.
This training programme focuses on equipping the staff with these crucial skills.
In this highly interactive workshop, staff members will align their values and principles with each other, embrace a common service vision and commit to taking action to be a positive role model for superior service.
Participants will review and understand the present organisation service culture, identify opportunities for new initiatives and improvements, and develop action plans for best results.
During the workshop, you will also learn proven strategies, tools and techniques for best practices, do case studies and learn concepts to delighting our customers.
The new training motivates employees to understand who their guests are and why they are at the hotel, and to anticipate what the guests might need.
Objectives
- Maintain a positive, customer-focused mindset
- Greeting with Sincerity – Creating a Positive Experience from the 1st Moment
- Keeping a Positive Attitude – Looking Good & Feeling Great!
- Being conscious of the message our Body Gestures sends
- Aspire to Create positive customer experiences using appropriate verbal and non-verbal language
- Understand the meaning of TEAM
- Apply the Power of Synergy
- Feel inspired to always create a Positive MOT (Moment of Truth) for the customers.
- Understand how to Handle customer complaints and objections in a calm and professional manner
NOTE: For Corporate Training – Course Objectives can be customised to suit the individual Organisation’s needs.
