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Advanced Customer Service for the Tourism, Leisure and Hospitality Industry

PTP Training & Marketing Ltd
Course summary
Length: 1 day
Price: 390 GBP excl. VAT
Course type: Open / Scheduled
Next available date: 20/06/2017 - Manchester
Course Dates
Manchester
20/06/2017  
390 GBP
Nottingham
04/07/2017  
390 GBP
London
05/07/2017  
390 GBP
23/11/2017  
390 GBP

Outcome / Qualification etc.


  • Understand the key elements of outstanding customer service.

  • Recognise the huge role of product knowledge in advanced customer service skills and how to utilise this to your customers delight.

  • How to develop an awareness of competitors and how to use this to improve your own service.

  • Developing advanced communication skills. Understanding responses that delight and negative phrases to avoid.

  • Using current case studies, examine which businesses provide the best customer service and how that can be applied to the leisure industry

  • Recognise and develop selling skills to promote our services

  • Feedback forms. What works? How to ensure customer feedback.

  • Understand effective complaint handling formulas that resolve every time.

Training Course Content

9.30-10.00:                       Coffee and Intro.  What makes customer service amazing?

10.00-10.30:                     The essentials of advanced customer service and how to deliver them in the leisure industry.

10.30-11.15:                      Product knowledge. The backbone of amazing customer service.

11.15-11.30:                      Coffee break

11.30-12.15:                      Don’t ignore your competitors. Stay ahead of the game and how to implement it.

12.15-12.45:                       Advanced communication skills. The WOW factor.

12.45-13.45:                       Lunch

13.45-14.45:                       Inspiring our colleagues and employer.  How can we get everyone involved?  Case studies. Let’s do it their way.

14.45-15.45:                       Sales is everyone’s business in customer service.

15.45-16.45                       Complaint handling strategies. How to get customer feedback that makes the difference.

Finish.                                Now let’s do it!      Action Plan.

Expenses

Fee includes all course materials, delegate packs, certification and lunch

Provider: PTP Training & Marketing Ltd

PTP Training & Marketing

PTP: Practical Training for Professionals - leading provider of sales and management training in the UK

PTP - Practical Training for Professionals, have been delivering practical, hands-on training courses to professionals in the UK since 1991. PTP provide training course in several formats: in-house training, on a 1-2-1 basis or as public courses in more venues...


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Contact information for PTP Training & Marketing Ltd

PTP Training & Marketing Ltd



Leicester Tigers Rugby Club
Aylestone Road
LE2 7TR Leicestershire

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www.ptp.co.uk

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