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PRINCIPLES OF CUSTOMER SERVICE IN HOSPITALITY, LEISURE AND TOURISM

The course is for individuals who want to improve their customer service skills within the hospitality and tourism industry
  • Duration : 3 days
  • Reference :
  • Price : On request
principles-of-customer-service-in-hospitality-leisure-and-tourism

Course Overview
Who is this for?

The course is for individuals in businesses who want to develop and improve customer service skills within the hospitality and tourism industry.

What is it about?

The course is about equipping you with the necessary knowledge and skills required for effective customer service within the hospitality, leisure or travel and tourism industries. You will learn why it is important to provide excellent customer service within your industry that makes you stand miles apart from your competitors. You will look at the key skills required to respond to internal and external customers’ needs and expectations.

What will I get out of it?

•    Understand why it is important to provide excellent customer service
•    Understand the role of the individual in delivering customer service in the hospitality, leisure, travel and tourism industries
•    Understand the importance of customers’ needs and expectations in the hospitality, leisure, travel and tourism industries

You will learn

•    The role of the organization in relation to customer service
•    The characteristics and benefits of excellent customer service
•    The examples of internal and external customers in the industries
•    The importance of product knowledge and sales to organizational success
•    The importance of organizational procedures for customer service
•    The benefits of excellent customer service for the individual
•    The importance of a positive attitude, behavior and motivation in providing excellent customer service
•    The importance of personal presentation within the industries
•    The importance of using appropriate types of communication
•    The importance of effective listening skills
•    What is meant by customer needs and expectations in the industries
•    The importance of anticipating and responding to varying customers’ needs and expectations
•    The factors that influence the customers’ choice of products and services
•    The importance of meeting and exceeding customer expectations
•    The importance of dealing with complaints in a positive manner
•    The importance of complaint handling procedures

 

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