Open Course
Scheduled courses for individual bookings available in some locations.
Welcome Afloat is a highly practical customer service training course, using varied active training styles to give participants the skills and knowledge they can immediately use in the workplace. Interactive learning, group exercises, personal action planning and a host of great tips all equip participants to make a real difference to customers' experiences.
Welcome Afloat covers:
1
A warm welcome
- Introduction
- Meeting national standards
- Why are we here?
- What do you want to achieve?
2
Attracting and retaining customers
- Taking to the water
- Why do visitors choose your area?
- Attracting customers to your business
- Creating a competitive edge
- Who are your competitors?
- Developing a distinctive local character
- Taking action on the environment
3
Inspiring your customers and making a difference
- Becoming an expert
- Responding to requests
- Presenting information to customers
- Engaging with and inspiring customers
- Being pro-active
4
Meeting and exceeding expectations
- Finding out about your customers
- Who are your customers?
- Customer needs and expectations
- Managing expectations
- Changing expectations
- Looking to the future
- Customer loyalty
- The lifetime value of a customer
- The customer journey
5
Creating a great boating experience
- Aim for service excellence
- Characteristics of excellent service
- Creating an impression
- Making a positive impression
- Customer service opportunities
- Your customer service opportunities
- It's your choice
- Working successfully with your colleagues
- Improving your team's performance
- Collaborating with the boating community
6
Excellence for everyone
- A boating experience for everyone
- Access to boating
- Overcoming barriers to accessibility
- Welcoming customers of all ages
- Communicating with international customers
7
Communicating successfully
- Connecting and engaging with customers
- Why are communication skills so important?
- The communication process
- Choosing words to inspire confidence
- Building trust
- It's not just the words
- Positive body language
- Are you an active listener?
- Improving your listening skills
- Asking the right questions
- Telephone calls from customers
- Effective telephone conversations
- Communicating in writing
8
Resolving challenging situations
- Challenging situations
- Customer dissatisfaction
- The power of social media
- How do you react?
- Handling a complaint
- Don't make matters worse
- Resolving complaints
- Receiving feedback from customers
- Customer feedback
- Learning from feedback
9
Promoting boating and your business
- Acting as an ambassador
- Promoting your brand
- Matching products and services to customer needs
- Options for boosting business
- Encouraging secondary spend
- Representing your business
10
Keeping customers for life
- Making it memorable
- Now it's up to you
