Welcome Host Gold - one day customer service training

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Welcome Host Gold overview

A one-day training course that covers the core skills needed to deliver excellent customer service in an ever changing industry. It is highly flexible and can be tailored to include skills and knowledge specific to destinations and businesses.

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Training participants will

  • develop proactive communication skills
  • recognise different customer expectations and how to meet them
  • better understand their frontline sales and service role
  • be confident in effectively tackling difficult situations
  • learn why teamwork is vital in a customer-facing environment
Full course details

Updated and refreshed in 2023, Welcome Host Gold uses 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 help participants to make a real difference to customers' experiences.

Welcome Host Gold Covers:
Welcoming customers
  • The customer experience
  • Why are we here?
  • Just doing your job versus delivering exceptional service
Attracting customers
  • Attracting customers
  • Promoting your local area
  • Product and destination knowledge
Knowing your customers
  • Knowing your customers
  • Meeting, managing and exceeding customer expectations
  • Changing expectations
  • The customer experience
  • Customer loyalty
  • Gaining a competitive edge
Providing service excellence
  • Service excellence
  • Customer service opportunities
  • First impressions count
  • It's your choice
  • External and internal customers
  • Working as an effective team
  • A great experience for everyone
  • Being inclusive and accessible
  • Policies, procedures and standards
Communicating with customers
  • Communication matters
  • The communication process
  • Building trust
  • It's not what you say, it's the way you say it
  • Becoming a better listener
  • Telephone calls from customers
  • Communicating in writing
  • The power of social media
  • Wowing the customer
Managing challenging situations
  • Customer dissatisfaction
  • Resolving complaints
  • Receiving feedback from customers
  • Learning from feedback
Becoming an ambassador
  • Options for boosting business
  • Sales success
  • Features, advantages and benefits
  • Using effective sales techniques
Now it's up to you
  • Making it memorable
City & Guilds Award information

Individuals participating in Welcome Host Gold can also receive a City and Guilds national award by completing and passing a multiple-choice question paper at the end of the training session.
(Additional per person registration/certification fees apply - please contact us for further details.)

Course Prices

Open course price: £90.00 +VAT. To book on our Welcome Host Gold course on the 15th and 16th January 2024, please click here

In-house course price: £995.00 +VAT

Course delivery options

Open Course

Scheduled courses for individual bookings available in some locations.

In-House Course

Delivered exclusively for a business, organisation or project on a date and location of own choice.

Bespoke Course

Producing new or customising content to precisely match business, organisation, destination or project requirements.

Train the Trainer

Members of your team become accredited to deliver in-house courses for your business, organisation or project.


Enquire about this course

If you are interested in booking one of our courses, or just need some more information, please complete the form and a member of our team will be in touch.

Or you can contact us at:

023 8062 5533 [email protected]
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Not the right course for you?

We have a large range of courses to suit every business. If you would prefer something a bit more personal to you, get in touch! We are happy to tailor a course to your requirements.

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