023 8062 5533

Welcome Host - customer service training

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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.

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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
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
2
The Tourism, Leisure and Hospitality industry
  • Industry sectors
  • The benefits of tourism
  • The value of tourism
  • What makes a business or organisation stand out?
3
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
4
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
5
Successful communication
  • Verbal communication
  • Body language
  • The importance of listening skills
  • Open and closed questions
  • Written communication
  • Communication by telephone
6
Providing information and advice
  • Presenting information to customers
  • Sharing local information
7
Meeting specific needs

    • Providing an accessible service
    • Language and cultural diversity
    • Different needs for customers of different ages
8
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
9
Boosting business
  • Opportunities to increase business
  • Improvements you can make in your own business or organisation
10
Assessment activity
Course Prices

Open course price: £90.00

In-house course price: £900.00

Course delivery options

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Enquire about this course

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Or contact us if you need any help have an enquiry at:

023 8062 5533 welcometoexcellence@tourismse.com
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