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Advanced Customer Service for the Tourism, Leisure and Hospitality Industry

An inspirational and interactive course that teaches advanced customer service skills that create a pro-active customer focus within your team.

CPD Value 5.5 Hours

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Learning Objectives

  • Understand the key elements of outstanding customer service.
  • Recognise the huge role of product knowledge in advanced customer service skills and how to utilise this to your customers delight.
  • How to develop an awareness of competitors and how to use this to improve your own service.
  • Developing advanced communication skills. Understanding responses that delight and negative phrases to avoid.
  • Using current case studies, examine which businesses provide the best customer service and how that can be applied to the leisure industry
  • Recognise and develop selling skills to promote our services
  • Feedback forms. What works? How to ensure customer feedback.
  • Understand effective complaint handling formulas that resolve every time.

Course Content

9.30-10.00:      Coffee and Intro.  What makes customer service amazing?

10.00-10.30:    The essentials of advanced customer service and how to deliver them in the leisure industry.

10.30-11.15:    Product knowledge. The backbone of amazing customer service.

11.15-11.30:    Coffee break

11.30-12.15:    Don’t ignore your competitors. Stay ahead of the game and how to implement it.

12.15-12.45:    Advanced communication skills. The WOW factor.

12.45-13.45:    Lunch

13.45-14.45:    Inspiring our colleagues and employer.  How can we get everyone involved?  Case studies. Let’s do it their way.

14.45-15.45:    Sales is everyone’s business in customer service.

15.45-16.45     Complaint handling strategies. How to get customer feedback that makes the difference.

Finish.              Now let’s do it!      Action Plan.

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