The author of this course is Gavin Houston. Gavin has spent nearly his whole professional career in the field of corporate training. He says: “You will be able to fine-tune your customer service skills during this course. Complete the quizzes, stop + think exercises, and your personal Action Plan. Then discuss this with your manager, and really make a difference in your professional dealings with customers!”
The GOLD course includes 9 comprehensive lessons with valuable information, several quizzes, and a final assessment. Upon completion of the GOLD course we will issue you with a Certificate of Completion. Your GOLD course option also includes forums, peer and tutor support, and monitoring & reporting. You [or your staff] will complete an ACTION PLAN, with specific action points which you [they] will put into action in your [their] work. This is a really practical course, with real results!
You can complete this course on any device: smartphone, iPhone, tablet, iPad, Mac notebook, PC laptop, and any computer.
An introduction to winning with customers including chapter one
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?