Course description
Legendary Customer Experience for Hospitality
Today’s hospitality and tourism professionals agree that hiring and retaining the highest caliber of customer service representatives is a top priority to ensuring guest satisfaction. These representatives play a vital role in generating repeat business and boosting service scores, which is why the Legendary Customer Experience for Hospitality training program was created.
Legendary Customer Experience for Hospitality is a fun, unique and empowering training solution. Our two-part training focuses first on giving frontline and support staff the training, motivation and confidence they need to make every guest encounter a positive one.
Through a variety of techniques, including mystery shop calls, staff will learn how to:
- Help the customer and create immediate and lasting satisfaction
- Act on customer requests in a service-honoring way
- Handle challenging situations with winning results
By using Legendary Customer Experience for Hospitality to improve guest impressions from arrival to departure, your employees, your guest and your business will benefit.
Our second phase of training engages supervisors and managers and builds on the service training. The primary focus is on communication, customer relationship management and feedback. Supervisors and managers learn how to:
- Recognize great behavior
- Deliver constructive feedback
- Reinforce training initiatives
Description
Signature will teach your staff our proven “Magic Formula” and nine non-negotiable service skills to help associates more consistently delight your guests. Training focuses on the four concepts of connect, discover, deliver value, and provide a legendary close. With this program, participants learn to impact guest impressions, while increasing repeat business and service scores.
Program Outcomes
- Increased employee commitment to delivering legendary
service at every customer touchpoint - Greater staff confidence to build rapport with guest during check-in and check-out
- Consistency in customer service standards/skills
- Enhanced customer experience resulting in increased customer loyalty
- Improved ability of the staff to handle guest requests in a way that guarantees guest satisfaction
Who should attend?
- Reservationists
- Front Desk Associates
- Guest Service Representatives
- Bellmen
- Concierge
- Housekeeping Staff
- Maintenance Staff
- Food&Beverage Staff
- Valet Staff
- Service Supervisors
- Front Desk Managers
- General Managers
Training content
Course Agenda
Introduction
Welcoming activity and an overview of the session
Legendary Service
Characteristics of exceptional service are reviewed and ways to create a legendary impression are discussed
Power to the People
Tips on providing the customer value. Define the four key concepts of service
Reality Trip
Listen to prerecorded phone calls and identify the customer service skills that were effectively used and areas where improvement is needed
Calling the Competition
Make phone calls to competitors and critique the service and sales skills used
Connecting with the Customer
Insuring that the interaction starts in a positive and professional manner
Discovering and Gathering Information
Tips and process for ensuring understanding of prospective customer’s needs
Skill Practice
Practical role plays and other activities to apply the skills
Delivering Value
Identify key behaviors for delivering value during prospective customer interactions and which set your organization apart from the competition
Skill Practice
Practical role plays and other activities to apply the skills
Closing Strategies
Tips on showing appreciation and setting expectations which further customer relationships and create legendary lasting impressions
Skill Practice
Skill Practice Practical role plays and other activities to apply the skills
Next Steps
Opportunities to deliver additional legendary service are introduced. Discuss the components of Signature’s ongoing reinforcement program
Course delivery details
- This training is available via an instructor-led virtual classroom using Zoom or onsite at your location.
- Both training options are delivered by a highly experienced Signature Worldwide trainer.
Costs
Please request more information from Signature Worldwide about dates and pricing.
Why choose Signature Worldwide?
Our 30+ years of experience includes training over 36,000 businesses in 50 countries
98% of our customers would highly recommend Signature Worldwide to others
Fun, engaging and inspiring training solutions that improve our clients’ ability to acquire and retain customers
About Signature Worldwide
Signature Worldwide
Customer service training that increases sales. Sales training that enhances your customer's experience. Training can and should be fun! Whenever the phone rings, a customer approaches an employee, or an online inquiry is generated, Signature Worldwide helps to improve your...
Contact this provider
Contact info
Signature Worldwide
Reviews
Average rating 5
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