Customer Experience Management in Hospitality Professional

This course is essential for any professional who deals with customers. In this class, you will learn all the essential skills that are required to deliver efficient and reliable customer service. You will gain an understanding of customer expectations and needs and will be able to deal effectively with customers. You will also learn how to recover from customer service failures, deal with difficult customers more effectively, and consistently create memorable and positive customer service experiences.

CONTENT

*Responding to the Voice of the Customer

*What do your customers expect?

*Serving Internal and External Customers

*Active Listening and Questioning Skills

*How to Read your Customer’s Body Language

*Developing a Top-Down Customer-Centric Culture

*Creating a Customer Service Vision and Strategy

*Steps for Implementing a Customer-centric Service Model

*The Best and Worst Customer Service Providers

*Most Admired Leadership Traits

*Going the Extra Mile to Provide Customer Service Excellence

*The Power of a Positive Attitude

*Is your team ready for takeoff?

*Presenting a Professional Appearance

*How to Use Customer Service to Increase Sales and Brand Loyalty

*Brainstorming for Ideas to improve the “customer experience”

*Measuring and Monitoring Customer Service Satisfaction

*Why is measuring customer satisfaction important?

*Customer Service Satisfaction Measuring and Monitoring

*Techniques for Giving and Receiving Feedback

*Best Practices for Processing Customer Service Issues

*Service Recovery Strategies to Maintain Customer Loyalty

*The Impact of Social Media on Customer Service

*Building Employee and Team Motivation

*Coaching and Mentoring Team Members

*Stress Management Tips and Techniques

*What is your Action Plan?

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.