Service Excellence

CUSTOMER AT OUR HEART

BASIC MODULE 1: GUEST EXPECTATIONS MANAGEMENT

  • The touristic product
  • Customer decision making process
  • Customer expectations & importance of WOW
  • Reality check – customer perception vs. your Performance

BASIC MODULE 2: SERVICE BASIC COMMUNICATIONS

  • Effective communication & its benefits
  • Active listening
  • Convincing body language
  • Tone of Voice

BASIC MODULE 3: INTERACTION WITH DIFFERENT GUESTS

  • Cultural differences and unique behaviors
  • Stereotypes
  • Cultural competence
  • Empathy – connecting with your customers

BASIC MODULE 4: COMPLAINT HANDLING

  • Benefits from feedback – focus on hidden information
  • Service recovery
  • Complainer types & ways of dealing with them
  • Angry guests and stressful situations

 ⇒ DURATION: MIN. 1 DAY

 

Package rates include:   

  • trainer fee   
  • flight
  • transfer to / from the hotel   
  • documentation
  • certificates

All rates are on request, please contact us via the registration form under "book now".