Benefits to the organisation

There are many benefits for an organisation using the programme:

• Provide higher standards of services for visitors and local residents
• Improve employee understanding of customer value
• Enhance customer satisfaction and reduce complaints
• Build repeat business and word of mouth recommendations
• Increase sales and profitability

Benefits to the participants

The programme is designed to assist employees and volunteers in any sector of the leisure and tourism and hospitality industry. It aims to help participants to provide excellent service to all their customers.

After successfully completing the programme the participants will be able to:

• Identify the key characteristics of the tourism, leisure and hospitality industry
• Find out what their customers need and expect
• Create a favourable impression
• Communicate successfully and provide helpful information
• Deal with difficult situations effectively
• Use their customer service skills to boost business

Course Format

The course is delivered as a group training session with a blend of direct trainer input and individual/group participative exercises. The training can be delivered in an open or in house format using high quality participant and trainer support materials. The programme includes a variety of training activities to ensure an interesting and enjoyable day.

Course Programme

• Welcoming Customers
• Understanding your customers
• Delivering service excellence
• Communicating successfully
• Providing information and advice
• Meeting specific needs
• Dealing with difficult situations
• Boosting Business

Course Duration and maximum number of delegates:
Course duration is one day with a maximum number of 16 delegates.