This definitive one-day course includes a mix of inspirational presentation, stimulating group activity, essential tips and individual action planning.

Combining an expert overview with specific actions to improve customer service in your business, no wonder this is the UK’s number one training course in customer service. Welcome Host covers:

  1. Introduction
    • The importance of excellent customer service
  2. The Tourism, Leisure and Hospitality industry
    • Industry sectors
    • The benefits of tourism
    • The value of tourism
    • What makes a business or organisation stand out?
  3. Understanding your customers
    • The customer experience
    • Put yourself in the customer’s shoes
    • Identifying needs and expectations
    • Identifying the types of customers at your own organisation
  4. Delivering excellent customer service
    • Key elements of customer service
    • Trends in customer service and changing expectations
    • Check your level of service
    • Setting and maintaining standards
    • How to make a great first impression
  5. Successful communication
    • Verbal communication
    • Body language
    • The importance of listening skills
    • Open and closed questions
    • Written communication
    • Communication by telephone
  6. Providing information and advice
    • Presenting information to customers
    • Sharing local information
  7. Meeting specific needs
    • Providing an accessible service
    • Language and cultural diversity
    • Different needs for customers of different ages
  8. Dealing with difficult situations
    • ‘The nice customer’ may not be the repeat customer!
    • The causes of dissatisfaction
    • Handling complaints effectively
    • Recognising customer reactions
    • Dealing with feelings
    • Dealing with difficult situations
    • Resolving problems
    • Using customer feedback for positive change
  9. Boosting business
    • Opportunities to increase business
    • Improvements you can make in your own business or organisation
  10. Assessment activity