Providing customer experience is what will keep your customers coming back to your Hotel.

Customer experience will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and hotel’s performance. This training seminar on providing good customer service gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.

How You Will Benefit

• Deliver better, faster service and improve customer experience
• Learn how to gain repeat business
• Know what customers expect and exceed their expectations
• Increase your credibility with customers and your value to your organization
• Recognize the signals of customer irritation—and how to respond appropriately and assist in quickly finding a workable solution to your customer’s problem

Who Should Attend

Customer service representatives, technical and support personnel, hotel managers, supervisors.

Learning Objectives

• Deliver Better, Faster Service
• Increase Customer Satisfaction
• Gain Repeat Business
• Increase Your Credibility with Customers —and Your Value to Your Organization
• Better Manage Stressful Situations with customers

The Benefits of Excellent Service

• Focus on Customer Service and customer experience
• Understand How Customer Service and customer experience creates revenue, Healthy Organizations, and Attractive Employee Benefits
• Appreciate How Delivering Excellent Customer Service Reduces Your Personal Stress at Work

Professionalism under Pressure

• Understand How Emotions Are Created
• Develop Mental Strategies for Remaining Optimistic and Calm Under Pressure
• Use Body Language to Control Your Emotional State
• Honor Negative Emotions Positively
• Change Your Emotional State in Three Minutes to Avoid Negative Emotional Carryover

Managing Customer Expectations

• Appreciate That Customer Satisfaction Is Based on Perceptions
• Identify Your Customers' Top Two Expectations
• Recognize That You Can Save Time and Reduce Stress by Focusing on the Top Two Expectations of Customers
• Prepare Yourself to Handle Customers by Knowing How and Where They Get Their Expectations

Managing Customer Expectations by Personality Style

• Understand Yourself and Your Own Personality Style
• Understand and Identify the Personality Styles of Others
• Avoid Taking Things Personally
• Expand Your Communication Skills to Get Along Easily with More Customers