Welcome Host Gold - customer service training course

The Welcome Host Gold one-day training course gives participants today's core customer service skills - reflecting the latest techniques and best practice. It is a highly flexible course, and can be tailored to include content and knowledge specific to destinations and businesses.

Welcome Host Gold participants will:

  • City & Guildsdevelop proactive communications 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

For booking enquiries please contact your local Welcome to Excellence manager

FIND OUT MORE ABOUT THIS COURSE:

Full course details

Welcome Host Gold 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 Host Gold covers:

  1. WELCOME
    • The customer experience
    • Why are we here?
    • Just doing your job versus delivering exceptional service
  1. OFFER
    • Attracting customers
    • Promoting your local area
    • Product and destination knowledge
  1. UNDERSTAND
    • Knowing your customers
    • Meeting, managing and exceeding customer expectations
    • Changing expectations
    • The customer experience
    • Customer loyalty
    • Gaining a competitive edge
  1. DELIVER
    • Service excellence
    • Customer service opportunities
    • First impressions count
    • It's your choice
    • External and internal customers
    • Working as an effective team
    • Customer focused teams
    • A great experience for everyone
    • Policies, procedures and standards
  1. CONNECT
    • 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
  1. CHALLENGE
    • Customer dissatisfaction
    • Resolving complaints
    • Receiving feedback from customers
    • Learning from feedback
  1. PROMOTE
    • Options for boosting business
    • Sales success
    • Features, advantages and benefits
    • Using effective sales techniques
  1. EXCEL
    • Making it memorable
    • Now it's up to you

Course prices

Open course price: £90.00

In-house course price: £995.00

Course reviews

"I attended the course with no pre-conceived ideas, so I was very much an open book. The course content covered a wide range of topics from understanding your customers to communicating successfully, highlighting areas of good and bad practice. I have used this training in my role as an NVQ Development Officer/NVQ Asessor to develop my knowledge and understanding of the importance of providing excellent service. "

Sharon Gerrard, NVQ Development Officer
Lincolnshire County Council

"Some pointers to what is accepted as good practice in customer service. Enjoyable day as lots of participation and not just being talked at. Interaction with other partners in tourism, i.e retail, visitor centres. Feel it will act as a reminder and see tourism as a whole service rather than TIC based. Ties in with NVQ in customer care. "

June Borley, Tourism Assistant
Queenswood Tourist Information Centre

"Once again... an email to express my gratitude for the amazing service from a member of your team. Sarah the trainer was fantastic, the girls enjoyed their day and all said Sarah really kept the day interesting and when I spoke to them afterwards it appeared as if it had given them some food for thought. So a massive thank you to your fantastic team....again!"

Rebecca Collins, Director
Cooling Castle Barn 

"When I attended Welcome Host, I was expecting another "Customer Care" course with the usual "role play" "statistics" etc. etc. I was pleasantly surprised at how different it was. The course was tailored and specific to the industry I work in, it gave lots of good examples and was interactive all the way through (no death by power point). I found it to be enlightening but more importantly the delivery took account of different learning styles, something which as a trainer myself I recognise the importance of. I found the course enjoyable, the content interesting and the outcome a City & Guilds level 2 qualification, what more could you ask. "

Val Handley-Greaves, NVQ Team Leader/Trainer
First Hampshire & Dorset

"I was not sure what the course was going to give me as I thought my customer service was excellent. I very much enjoyed the day, the small numbers of delegates made for a very friendly atmosphere.The trainer was excellent. I think that the additional knowledge I came away from the course with will enable me to make improvements to my Customer Service."

Dennis Downey, Owner
Walkherefordshire.com

Course dates

Tue 28 Nov 2017

Holiday Inn, Guildford, GU2 7XZ

Sarah Hogger, Tourism South East (Tel 02380 625438, Email shogger@tourismse.com)

Tue 5 Dec 2017

Keswick Museum, Keswick, Cumbria

Cath Dutton, People Junction (Tel 01539 822222, Email cath@peoplejunction.co.uk)

Tue 16 Jan 2018

Holiday Inn, Winchester SO21 1HZ

Sarah Hogger, Tourism South East (Tel 02380 625438, Email shogger@tourismse.com

For more information call 023 8062 5439 or click here to email

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