Customer Care

This interactive seminar is ideal for those in the hospitality industry

Providing top quality service
What is top quality service?
Essential etiquette and why it is important in customer care
Eye contact
The use of the voice
The use of language
Conversation & listening skills
Building rapport

Building a positive image
Building the right image using posture and grooming
Creating a positive impression through attention to detail
The importance of working as a team
Managing difficult guests and customers
Handling staff conflict

Crucial communication skills
Communicating with other departments
Reading body language
Putting yourself in the customers’ shoes
Anticipating guests’ intentions
Starting and ending conversations with guests:
How to gain information without being intrusive
Dealing with several guests at once
How to end a conversation politely
How to move into a group respectfully to attract someone’s attention
The correct etiquette when greeting & registering guests
The correct etiquette when speaking to guests using their appropriate title & name

Grooming
Dress – cleanliness, appropriateness, smartness
Company culture
Shirts/blouses
Skirts/trousers
Socks & shoes
Jewellery/belts etc
Hair & make-up
General grooming
Personal hygiene

Customer diplomacy and handling difficult situations
Participants will role play various situations:
-A guest has missed a flight because there was no wake-up call
-A guest has gone to a meeting only to find it was cancelled and Reception didn’t pass on the message
-A guest is complaining about the state of the bedroom

Please see our Terms & Conditions page for information about how and when to pay.