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Customer Care Training Programme – Tourism Businesses
November 14 @ 9:30 am – 12:30 pm
€30 per person with ROC discount code
Workshop Dates: November 14th, 20th and 28th 2023
This interactive training course will provide participants with practical customer service skills, help them to develop confidence in dealing with consumers and enable participants to tackle challenging situations or problems with ease.
Our industry experts provide effective and professional customer service training that will enhance and provide participants with a greater understanding of customer needs and expectations.
This course is aimed at professionals currently working in a customer focused environment, and trainer managers interested in creating a culture of customer service excellence within their organisation.
- The principles of Customer Care
- Creating a culture of customer service excellence
- Attracting new customers and retaining existing business
- Effective communication techniques
- Professional management of complaints
- Turn complaints into loyal customers
Workshop Duration: 3 Days (3 hours each day)
Day 1: Customer Service Fundamentals
Session 1: Introduction
- Welcome and icebreaker activities.
- Overview of the workshop goals and agenda.
Session 2: The Key Principles of Customer Care
- Understanding and defining customer care.
- Discussing the core principles of exceptional customer care.
Session 3: Why is Customer Care Important?
- Exploring the impact of good customer care on the business.
- Real-life case studies and examples.
Session 4: Viewing Service from the Customer’s Perspective
- Empathizing with the customer’s point of view.
- Identifying customer expectations and needs.
Session 5: Communication Skills
- Enhancing verbal and non-verbal communication.
- Active listening, tone of voice, and body language.
- Role-playing exercises: Effective communication in hospitality scenarios.
Session 6: The Importance of Preparation
- Preparing for service excellence.
- Menu knowledge, table setup, and personal presentation.
- Role-play exercise: Demonstrating proper preparation for a shift.
Day 2: Service Excellence in Practice
Session 1: Creating a Culture of Excellence
- Building a culture of exceptional customer service within the team.
- Role of leadership in fostering this culture.
Session 2: Attracting New Customers and Retaining Existing Ones
- Strategies for attracting new patrons.
- Techniques for maximizing repeat business.
Session 3: Complaints – Development of a Customer Complaint Policy
- Creating and implementing a formal customer complaint policy.
- Role-playing exercises: Handling and documenting customer complaints effectively.
Session 4: Measuring Customer Care
- Introduction to customer satisfaction surveys and feedback mechanisms.
- Analysing customer feedback for continuous improvement.
Session 5: Setting the Standards
- Defining service standards and expectations.
- Training and reinforcing standards within the team.
- Role-play exercise: Demonstrating service excellence according to established standards.
Day 3: Advanced Customer Service Strategies
Session 1: Personalization and Building Rapport
- Building rapport with customers.
- Tailoring service to individual preferences.
- Role-play exercise: Practicing personalized interactions with mock customers.
Session 2: Teamwork and Problem-Solving
- The importance of teamwork in food hospitality.
- Collaborative problem-solving strategies.
- Scenario-based exercises: Dealing with challenging customer situations as a team.
Session 3: Service Excellence Review and Feedback
- Recap of key customer service principles.
- Sharing feedback and improvement suggestions.
- Certificate distribution and closing remarks.
Session 4: Action Planning and Next Steps
- Encouraging participants to create personal action plans for implementing what they’ve learned.
- Providing resources for further learning and development.