Improving Staff Skills in Serving Customer for Hotel Industries

Introduction:

Product innovation and state-of-the-art facilities has made it possible for organisations to produce similar product offerings to customers. What is going to differentiate one hotel to the next? It is the superiority of its service to customers. A regular organisation does offer customer service but most at a basic level that just gets the organisation by. Often customers do not feel the “personal touch” they yearn for from the call in they make or from the face-to-face experience they are subjected to at the hotel. This program is designed for organisation that already has a basic level of customer serve offered but interested in taking it up a several notches to making a lasting impression in the minds of customers.

How Will You Benefit

At the end of the training program, participants will be able to:

• Distinguish between Customer Service & Excellent Customer Service
• Better understand the evolution of customers from the perspective of “Hierarchy of Needs”
• Learn what is the 5 elements of Excellent Customer Service
• Learn the steps to handle complaints successfully
• Manage & Communicate with Difficult Customers

Who Should Attend

Front line hotel service staff

Methodology

Interactive Lecture in dual language – English & BM, Discussions, Role Plays, Videos & Games

Module