Advanced Customer Service for the Tourism, Leisure and Hospitality Industry

1 Day
Manchester 28th May 2024
3rd Jun 2024
5.5 hours
This course qualifies for Continuous Professional Development hours. Learn more about CPD

Timetable

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.

Testimonials

Great course, well-delivered.

Kate Saville, Sloane Stanley

Ursula was very good and provided a great course.

Rory Cheetham, Sloane Stanley

Benefits

  • 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.
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28th May 2024
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Manchester
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24th Jul 2024
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Nottingham
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15th Oct 2024
Birmingham
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Bristol (Clifton)
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16th Oct 2024
Edinburgh
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23rd Oct 2024
London
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29th Oct 2024
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...or create a training session that suits you using one of the options below.
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3rd Jun 2024
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2nd Aug 2024
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