Advanced Customer Service for the Tourism, Leisure and Hospitality Industry

1 Day
London 3rd Jun 2021
12th Apr 2021
5.5 hours
This course is worth 5.5 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.
Live Virtual Training
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12th Apr 2021
Full Day
£280.00
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7th May 2021
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7th Jun 2021
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7th Jul 2021
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6th Aug 2021
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7th Sep 2021
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7th Oct 2021
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8th Nov 2021
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7th Dec 2021
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...or create a training session that suits you using one of the options below.
Private Virtual Training
1-2 delegates £580.00
Each additional £80.00
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Per session£550.00
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3rd Jun 2021
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£430.00
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15th Jun 2021
Manchester
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29th Jun 2021
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30th Jun 2021
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14th Jul 2021
Bristol (Clifton)
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29th Jul 2021
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8th Sep 2021
Edinburgh
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19th Oct 2021
Birmingham
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18th Nov 2021
London
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1-5 delegates £1,100.00
6-10 delegates £1,500.00
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Per session£600.00
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