HOTEL CUSTOMER SERVICE TRAINING

Learn best practices in providing assistance to guests in the two-day Hotel Customer Service Training Course.

Questions, please call 24/7 888-632-2093.

Hotel Customer Service Training Course Description

In the Hotel Customer Service Training Course, you will learn best practices in providing assistance, advice, and support to those who use the company’s services before, during, and after the sale to ensure they have an easy and enjoyable experience with the company.

In addition to best practices, students will also learn how to be courteous and pleasant to customers and effectively communicate to determine people’s concerns and answer questions in a clear, efficient manner. Customer service is an important part of the promise your brand makes to its customers and is critical to the success of a business. 

Customer service plays an important role in an organization’s ability to generate income and should be included in an overall approach to systematic improvement. 

Customer service concerns the priority an organization assigns to customer service relative to product innovation and pricing

components. Remember: One good customer service experience can change the entire perception a customer holds towards the organization.

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Hotel Customer Service Training Course Outline

Module One: Who We Are and What We Do

  • Who Are Customers?
  • What Is Customer Service?
  • Who Are Customer Service Providers?

Module Two: Establishing Your Attitude

  • Be In the Know
  • Behavior that Turns-Off Customers
  • What Can You Do Right Away To Improve Customer Service?
  • Applying What You Have Learned

Module Three: Communication Skills

  • Excellent Service through Effective Communication
  • Listening Skills
  • Verbal Communication Skills
  • Non-verbal Communication Skills

Module Four: Identifying and Addressing Customer Needs

  • Understanding the Customer’s Situation
  • Staying Outside the Box
  • Meeting Basic Needs
  • Going the Extra Mile

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Hotel Customer Service Training Course Public Class and Webinar Schedules

  • Monday and Tuesday, September 12 – 13, 2022 Full
  • Monday and Tuesday, October 3 – 4, 2022
  • Monday and Tuesday, November 7 – 8, 2022 Full
  • Monday and Tuesday, December 5 – 6, 2022
  • Monday and Tuesday, January 9 – 10, 2023
  • Monday and Tuesday, February 6 – 7, 2023
  • Monday and Tuesday, March 6 – 7, 2023
  • Monday and Tuesday, April 3 – 4, 2023
  • Monday and Tuesday, May 8 – 9, 2023
  • Monday and Tuesday, June 5 – 6, 2023

Scheduled dates don’t work for you? Schedule your own start date (subject to availability).  Contact customer service to check date availability at info@academyofbusiness
training.com
.

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It is safe to say, most businesses you deal with fail to deliver superior customer service. No one was born knowing this skill…it is a learned trait.   

How can you expect to deliver the kind of customer service that wows your customers if you do not train them to do so?  Poor or no customer service training can have a devastating impact on the bottom line. It costs you six times more to attract a new customer than it does to keep an existing one.  A typical dissatisfied customer will tell eight to ten people about their problem.  Seven of ten customers will do business with you again…if you resolve the complaint in their favor.  If you resolve a complaint on the spot, 95% of customers will do business again.  Of those customers who quit, 68% do so because of an attitude of indifference by the company or a specific individual.  

This course is offered for each level of customer service:

  • For policymakers, we examine how company policies can impact customer service. In the vast majority of cases, company policies are responsible for customer dissatisfaction. Policies that are made for what is most convenient and/or profitable for the company, with little consideration on how they impact the customer relationship, can have a devastating impact on customer retention resulting in declining sales. Poor customer service policies will also impact employee retention. Employees consistently forced to deal with irate customers will soon seek employment elsewhere.
  • For managers, we discuss how to manage the customer service program, emphasizing building a motivated customer service team.
  • For the customer service representative, this two-day class examines who we are and what we do as customer service representatives. We analyze our attitude and communications skills and take a hard look at what our customers need. We learn customer service skills, whether delivered in person, over the phone or electronically. Finally, we learn how to handle complaints and difficult customers.

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