Advanced Customer Service for the Tourism, Leisure and Hospitality Industry

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.

• 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.