Open Course
Scheduled courses for individual bookings available in some locations.
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:
1.
Welcoming customers
- The customer experience
- Why are we here?
- Just doing your job versus delivering exceptional service
2.
Attracting customers
- Attracting customers
- Promoting your local area
- Product and destination knowledge
3.
Knowing your customers
- Knowing your customers
- Meeting, managing and exceeding customer expectations
- Changing expectations
- The customer experience
- Customer loyalty
- Gaining a competitive edge
4.
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
5.
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
6.
Managing challenging situations
- Customer dissatisfaction
- Resolving complaints
- Receiving feedback from customers
- Learning from feedback
7.
Becoming an ambassador
- Options for boosting business
- Sales success
- Features, advantages and benefits
- Using effective sales techniques
8.
Now it's up to you
- Making it memorable
