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Welcome Gold Host
| Date: 7th February 2012 | Location: The Langstone Hotel, Northney Rd, Havant, Havant, PO11 0NQ Havant | Time: All Day |
Event Information
Who is the course intended for?
Students and Members of staff that work within accommodation and catering, travel and transport, leisure and entertainment, and retail
What will I gain from the day? An understanding of the characteristics and importance of the hospitality, leisure, travel and tourism industry Recognition of the importance of customer service to hospitality, leisure, travel and tourism business success Information on dealing with a wide range of customer requirements and situations
Do I need previous skills & knowledge?
No
Course Method:
Discussion Group Video presentation/clips Case Studies and activities
Assessment:
A short multiple choice test or optional City & Guilds multiple choice examination held at the end of the day (additional cost applies)
Duration:
One Day
What does the course cover?
Benefits of excellent customer service Indentify your internal and external customers Delivering sustainable products and services Meeting and exceeding your customers’ needs and expectations Importance of Customer loyalty Changing expectations and service trends The customer journey Policies, procedure and standards First impressions The communication process Listening skills Telephone techniques Working successfully with your colleagues Providing an accessible service Language and cultural diversity Welcoming customers of all ages Using customer service to boost business Converting enquiries into sales Handling complaints and resolving problems
Welcome Host Gold
Welcome Host Gold is a one day programme designed to help acquire new proactive customer service and communication skills, as well as improve knowledge of local facilities and services.
Further Information or booking:
Gill Heighington—Training Department
Tourism South East
40 Chamberlayne Road
Eastleigh, Hampshire
SO50 5JH
Tel: 023 8062 5533
Fax: 023 8062 0010
Email: trainingenquiries@tourismse.com