Welcome Host Plus - customer service training

Full course details

This one-day training course aims to help you offer world class standards of service that meet, and whenever possible exceed, the expectations of your customers on a consistent basis.

Combining inspirational presentation with interactive sessions where delegates share ideas and develop individual action plans, this practical training course is a must.

Welcome Host Plus covers:

1. Welcome back
• Introduction to this next stage

2. The service challenge
• Winning and keeping customers
• What is world class service?
• Moving from good to excellent

3. Customers and competitors
• Who are your customers?
• The customer’s expectations
• The value of repeat business
• Lifetime customer value
• Competitive analysis

4. Service encounters
• Moments of truth
• Communicating with customers
• What customers want, including emotional needs
• Taking the initiative
• Turning negatives into positives

5. Service recovery
• How do you react to challenging situations?
• Aggressive, defensive and assertive responses
• Challenging situations and how to turn them around

6. Building a winning team
• Effective teamwork
• Your role in the team
• What makes a team successful?

7. Converting enquiries into sales
• The sales process
• Matching products and services to customers’ needs
• Presenting information
• Features and benefits
• Overcoming objections

8. Quality counts
• Going the extra mile
• Continuous improvement
• Action plans to implement in your business