InnPro course participants are immersed in new behaviors. Case studies, spreadsheet models, videos, and games are just a few of the teaching tools used. Participants finish the course with a powerful set of practical tools.
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Exceeding Customer Expectations
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Objective
Participants learn the skills to not only meet, but consistently exceed, customer expectations.
Overview
Participants examine the needs and perceptions of their customers. Topics include:
- Tune-ins and turn-offs of customer service
- Reviewing past experiences - what was your customer's perception?
- Service standards and service gaps where you work
- Greeting guests – the all important first impression!
- Who are your customers?
- Identifying customer needs and how to meet and exceed them
- Moments of truth
- Turning “moments of misery” into “moments of magic”
- Personalizing the delivery – it’s the “little things”
that count
Included
Participant workbooks, course material and certificates
Target Audience
Employees with direct responsibility for customer satisfaction Ideal Class Size: 10-14 participants
4 Hour Module (can be combined with other modules for a one day program)