|COURSE: CERTIFIED QUALITY AND CUSTOMER EXPERIENCE MANAGEMENT IN HOSPITALITY PROFESSIONAL|
This course is essential for any professional who deals with customers. In this class, you will learn all the essential skills that are required to deliver efficient and reliable customer service. You will gain an understanding of customer expectations and needs and will be able to deal effectively with customers. You will also learn how to recover from customer service failures, deal with difficult customers more effectively, and consistently create memorable and positive customer service experiences.
|Training Duration||Total Training Hours : 12 Hours |
Training Duration : 1-2 Weeks
Total Training Days : 2 Working Days
|Training Schedules||Weekdays (Sunday to Thursday)|
WeekEnds (Friday & Saturday)
|Certifications:||1) Certificate from Laurels Training Institute, Attested by Knowledge & Human Development Authority (KHDA) government of Dubai, UAE|
2) Certificate from American Institute of Professional Studies (AIPS) from USA (After 15 Days of course Completion which will couriered to the attendees office address)
|Course Material||Hard & Soft Copies of Study Material|
|Language of Instruction||English|
|Instructor Helpline||Yes |
2. Social Media (For Emergency requirements)
|Registration Requirements||1. Passport Copy|
2. Curriculum Vitae
3. Passport size photographs
4. Course Fee
|Mode of Payment:||Cash / Cheque / Credit Card / Bank Transfer.|
(Who should attend this training)
• Regular Sessions: 3-4 Hours per Session for 4 days. Classes are offered on Weekdays or Weekends (Friday / Saturday). Weekdays Schedules are from 10.00 am to 2.00 pm or 2.00 to 6.00 or 9.00 pm.
• Fast Track Sessions: 6-8 Hours Per day for 2 Days "
The training will enable you to get a placement in Hospitality industry (projected salary between $ 1000-3000) in Hotels, Clubs, Bars, Resorts, etc. For in service working professional a job promotion is highly prospective.
|Course Contents / Outline|
Responding to the Voice of the Customer
What do your customers expect?
Serving Internal and External Customers
Active Listening and Questioning Skills
How to Read your Customer’s Body Language
Developing a Top-Down Customer-Centric Culture
Creating a Customer Service Vision and Strategy
Steps for Implementing a Customer-centric Service Model
The Best and Worst Customer Service Providers
Most Admired Leadership Traits
Going the Extra Mile to Provide Customer Service Excellence
The Power of a Positive Attitude
Is your team ready for takeoff?
Presenting a Professional Appearance
How to Use Customer Service to Increase Sales and Brand Loyalty
Brainstorming for Ideas to improve the “customer experience”
Measuring and Monitoring Customer Service Satisfaction
Why is measuring customer satisfaction important?
Customer Service Satisfaction Measuring and Monitoring
Techniques for Giving and Receiving Feedback
Best Practices for Processing Customer Service Issues
Service Recovery Strategies to Maintain Customer Loyalty
The Impact of Social Media on Customer Service
Building Employee and Team Motivation
Coaching and Mentoring Team Members
Stress Management Tips and Techniques
What is your Action Plan?