Page 45 - Radius Training Corporate Brochure

HOSPITALITY CUSTOMER SERVICE AND ETIQUETTE
(A One-Day Training Programme)

Best suited to Course Outline

 Who are your customers, and what do they
Those working within customer service who needs to think of you?
understand, or refresh, the key aspects of customer
service. Learning new skills will help them in  Perception points and how to influence them
consistently achieving excellent standards.  You as a customer – understanding needs

and wants
Objectives  Creative positive interactions
 Making a great first impression
By the end of this training, participants will be able to:
 Communication

 Describe their guests and their expectations  Maintaining consistent customer service
etiquette
 Understand the importance of service  Saying ‘no’ gracefully
standards
 Handling complaints
 Represent themselves and their organisation  Dealing with stressful situations
in a professional manner

 Communicate positively, even when saying
no

 Implement a step-by-step technique for
dealing with upset guests and complaints

 Manage service-related stress

Overview

Although customer service is a profession that is often
described as ‘coming from the heart’, it helps if the
mind is engaged too! This course suggests practical
techniques that support the goals of the organisation
and the individual to achieve service excellence on a “Courteous treatment will make a
day-to-day basis. customer a walking advertisement. “

- James Cash Penney
Founder of the US department store chain JC Penney

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