Hotel, Catering, Retail and Service Industry Customer Care Training Course

In the hotel, catering, retail and service industry staff are constantly interacting directly with customers and clients. From interacting with the reception desk, floor staff, bar staff, to waiters, waitresses, stewards and stewardess or simply the retail sales assistance, clients gains a lasting impression about an organisation. If staff are inadequate, inept, or in any way rude, weather meaning to or not, the organisation’s customers will be negatively affected. These “frontline” staff need the best training possible in order to provide the best service to an organisation’s customers. Staff who deal with customers face-to-face need to understand the basics of customer service and care, communication, business etiquette, intercultural interaction and how to deal with difficult or irate customers. This course is perfect for frontline staff as it provides the basics of all of the above with a very heavy practical focus.

Objectives:

To gain the skills necessary to deal with customers on a face-to-face basis
To understand the nature of customer service
To fully grasp business etiquette
To understand what is expected of frontline staff
To understand the complications of dealing with diverse cliental
To improve the effectiveness of frontline staff

Content:

An Introduction to Customer Service and Care
The Basics of Effective Communication
Advanced Communication Techniques
Face to Face Communication
Verbal Communication
Non-Verbal Communication
The Barriers to Effective Communication
How To avoid Barriers to Effective Communication
Business Etiquette for Service Staff
The Basics of Intercultural Interaction
The Irate Customer
Basic Calming Techniques
Advanced Calming Techniques
Strategies to Approach Irate Customers
Practical Means of Providing the Best Service