Welcome Host - customer service training

The Welcome Host customer service training course helps participants to acquire new customer service and communication skills as well as improving their knowledge of local facilities and services.

You will look at how to: 

  • improve communication skills
  • create a positive impression
  • deal effectively with difficult situations
  • exceed customer expectations
  • build repeat business and word of mouth recommendations

For booking enquiries please contact your local Welcome to Excellence manager


Full course details

This definitive one-day Welcome Host training course includes a mix of inspirational presentation, stimulating group activity, essential tips and individual action planning.

Combining an expert overview with specific actions to improve customer service in your business, no wonder this is the UK’s No 1 training course in customer service.

Welcome Host covers:

  1. Introduction
    • The importance of excellent customer service
  1. The Tourism, Leisure and Hospitality industry
    • Industry sectors
    • The benefits of tourism
    • The value of tourism
    • What makes a business or organisation stand out?
  1. Understanding your customers
    • The customer experience
    • Put yourself in the customer’s shoes
    • Identifying needs and expectations
    • Identifying the types of customers at your own organisation
  1. Delivering excellent customer service
    • Key elements of customer service
    • Trends in customer service and changing expectations
    • Check your level of service
    • Setting and maintaining standards
    • How to make a great first impression
  1. Successful communication
    • Verbal communication
    • Body language
    • The importance of listening skills
    • Open and closed questions
    • Written communication
    • Communication by telephone
  1. Providing information and advice
    • Presenting information to customers
    • Sharing local information
  1. Meeting specific needs
    • Providing an accessible service
    • Language and cultural diversity
    • Different needs for customers of different ages
  1. Dealing with difficult situations
    • ‘The nice customer’ may not be the repeat customer!
    • The causes of dissatisfaction
    • Handling complaints effectively
    • Recognising customer reactions
    • Dealing with feelings
    • Dealing with difficult situations
    • Resolving problems
    • Using customer feedback for positive change
  1. Boosting business
    • Opportunities to increase business
    • Improvements you can make in your own business or organisation
  1. Assessment activity

Course prices

Open course price: £90.00

In-house course price: £900.00

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

Course dates

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

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