HOTEL CUSTOMER SERVICE TRAINING

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.