Improving Staff Skills in Serving Customer for Hotel Industries

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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

  • SPOT THE DIFFERENCE – CUSTOMER SERVICE VS. EXCELLENT CUSTOMER SERVICE
  • EVOLUTION OF CUSTOMERS – HIERARCHY OF NEEDS
  • 5 ELEMENTS OF EXCELLENT CUSTOMER SERVICE
  • COMPLAINTS HANDLING FLOW
  • VERBAL & NON-VERBAL SIGNS TO LOOK OUT FOR
  • HANDLING DIFFERENT TYPE OF DIFFICULT CUSTOMERS
  • COMMUNICATING IN DIFFICULT CUSTOMER SITUATIONS
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Fee: RM 1,100 per pax


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Duration: 2 Days


Note: In-house course is available. Request it HERE

 Improving-Staff-Skills-in-Serving-Customer-for-Hotel-Industries-hrdf-trainings

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

  • SPOT THE DIFFERENCE – CUSTOMER SERVICE VS. EXCELLENT CUSTOMER SERVICE
  • EVOLUTION OF CUSTOMERS – HIERARCHY OF NEEDS
  • 5 ELEMENTS OF EXCELLENT CUSTOMER SERVICE
  • COMPLAINTS HANDLING FLOW
  • VERBAL & NON-VERBAL SIGNS TO LOOK OUT FOR
  • HANDLING DIFFERENT TYPE OF DIFFICULT CUSTOMERS
  • COMMUNICATING IN DIFFICULT CUSTOMER SITUATIONS

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Michael Xavier A/L Francis Xavier
Biodata: A full time freelance professional development consultant, Michael Xavier Francis Xavier currently trains people from all walks of life. His 12 years background in the service industry has given him valuable experience in dealing with people from different backgrounds and cultures. He has served in several well-established service organizations and has held various managerial positions. He was the District 51 International Toastmaster Champion in Public Speaking in the year 2000, and represented Malaysia, Singapore, Indonesia, Thailand and Hong Kong in the International Inter-District Public Speaking Competition held in Miami, United States of America in 2008. He was also the District 51 Evaluation Speech Contest Champion in the same year. He is no novice to Toastmaster International, having won several awards from them.

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