| A series of 6 training programmes which you can combine to meet the specific training needs of the employees having direct contact with your guests. The combination is best if you are taking 2 different courses and you allow a week between them to give enough time to put in practise and assimilate the new information before they learn another one.
All modules have 1 day duration and the maximum number of participants is 12:
Customer Choice
Develop your customer service skills to deal with all types of customers effectively. This programme will help your frontline staff to understand why good customer service is important to you and your organisation, distinguish clearly between good and bad customer service, learn and apply positive techniques for dealing with awkward or demanding customers, ensure that what you do is consistent, understand the role of team members in providing good customer service, learn how to provide good customer service whilst promoting and selling your organisation and its products and services.
Customer Choice for Managers
Learn how to direct and lead your team when they are dealing with all aspects of customer service. This programme will help managers to understand why managing and supervising customer service is important to your team and your organisation, learn how to distinguish between good and bad customer service, deal effectively with demanding and difficult customers, ensure the consistency of your team's customer service delivery, develop an effective team approach to customer service, increase sales and customer satisfaction through effective customer service.
Customer Choice: Strategy
Consider the impact of improving your departments or companies customer service from a strategic perspective. This programme will help you to understand the value of good customer service to your organisation, identify and develop effective customer service management systems , effectively assess, monitor and measure levels of customer service delivery in your, organisation, resolve and deal with customer service problems successfully, establish a systematic approach for developing your people's customer service skills, develop an effective team approach to customer service, increase sales and customer satisfaction through effective customer service.
Conflict Handling
Understand conflict and how to resolve it. This programme will help your frontline staff to understand the theories of conflict, resolution of conflict, effective communication skills in conflict situations, how to prevent conflict.
Introduction to Sales Skills
Learn how "customer service" can increase sales revenue. Programme objectives are to understand how sales, marketing, and customer service are linked; identify 'sales' situations; understand the importance of good product knowledge and first impressions; use open and closed questions to recognise customer needs; overcome objections and close sales.
Stress Management
Recognise stress and how to resolve it Programme summary: What is stress?
Identifying stress and its common causes
Identifying the types of people who are prone to stress
What can we do to minimise stress at work
The effects of stress on our health |
