Customer Service

Excellent service is the cornerstone of any business and everyone's responsibility. In our service workshops we explore guest expectations and the needs of your customers. Participants learn to deliver exceptional and memorable service,  to increase repeat customers for your establishment and to effectively handle complaints when they arise.  These workshops can be combined with sales modules and are adaptable for all experience levels.  We have customized versions for hotels,  medical centers, retirement homes, property management offices and private clubs.

Exceeding Customer Expectations
Participants will examine the needs and perceptions of their customers and learn the skills to not only meet, but exceed guest expectations consistently.  

Target audience: Reception,  Concierge and Reservation agents.  All employees who are accountable for guest satisfaction are welcome.
Ideal Class Size: 10 - 16 participants
Length: 4 - 8 hour workshop

Handling Customer Complaints

Participants will examine the many reasons for guest complaints and using a proven formula, develop skills to resolve a guest’s problem and contribute to the guest return factor at their property.  Scenarios will be developed with input from your organization.
 
Target audience: Reception,  Concierge and Reservation agents.  All employees who are accountable for customer satisfaction and with the authority to handle customer complaints are welcome. 
Ideal Class Size: 10 - 16 participants
Length: 4  hour module 
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Yes, You are a Salesperson

Participants will expand their service role by developing sales skills to build customer loyalty and increase property revenue.  Discussions address the "fear of selling" with this audience in order to build confidence.

Target audience: Sales Coordinator, Inside sales persons, Reception, Reservations
Ideal Class Size: 10 - 16 participants
Length: 4  hour module
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Hospitality Service Skills

Everyone provides service whether you are proving service to an external or internal customer.   This workshop can be adapted for any audience or organization with a service foundation from the hospitality industry.

Target audience:  all employees (front and heart of the house)
Ideal Class Size: 10 - 20 participants
Length:  2 - 4 hours
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Communication Skills

Communication is essential at all levels and in all organizations.  Participants will explore the do's and don't of communication applicable to all types of encounters; face to face, telephone, email, chat, webinars, meetings and more.  This module is often combined with other workshops for service, sales or leadership programs. 

Target audience: all employees
Ideal Class Size: 10 -12 participants
Length: 3 - 4 hour module
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Active Alert (security-consciousness)

To increase awareness of safety and security in day to day hotel operations, and build upon existing security procedures.  To promote the benefits of an educated work force and enhanced peace of mind to guests, meeting planners all patrons of the hotel.   Ideally suited for those with direct contact with guests and guest areas.

Target audience: Room attendants, maintenance workers, food and beverage servers, front desk and reservations, concierge and bell desk, office administration
Ideal Class Size:  10 -20 participants
Length: 3 -4 hours