An introduction to winning with customers including chapter one
People want to receive excellent customer service - everywhere, every day! Complete this course NOW to fine-tune your customer service skills!! You, your colleagues, your employees, your boss - every single person working in the service industry needs to know how to deliver on this expectation. This course includes information on the 'why' and the 'how'. Through 'Stop + Think' exercises you get to really think about your experiences, your service delivery, and how or where you can improve your service to be able to deliver truly EXCELLENT CUSTOMER SERVICE.
This chapter focuses on the customer - what they need, what they want and why we need to be vigilant about these needs and wants
This chapter covers how to provide service excellence to customers - what do they want? what don't they want?
How do we provide great value for our customers? When do customers feel they are getting their value for money? When do they not?
This lesson focuses on the first part of chapter 5 - communication with customers. It covers verbal communication and language.
In part 2, we discuss communication in more detail including body language and the do's and don'ts of communication
This chapter focuses on what attitudes are desirable when dealing with customers, how can you calm situations? what do people like and respect in a from you as a guide?
This lesson is about giving customers enough time - how much do they expect? How can you possibly fit everyone in with your time limits? Find out in this chapter.
Complaints .. something we never want to have to deal with but it is going to be inevitable throughout your journey in the Tourism industry. How do you handle complaints? Are they necessarily a bad thing?