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 To book on our Welcome Host Gold course on the 15th and 16th January 2024, please click here

In-house course price: £995.00

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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