CUSTOMER SERVICE

Excellent Customer Service (EL or BM)

SN : 1000194458

Content :

  • Developing Customer Service Mindset & Attitude

  • Characteristic of Customer Service Person - ROCPIC

  • Positive ‘Moments of Truth’ – GUEST, SPOT & PAT technique

  • Speaking positively - Techniques to say NO


  • EQ ways of interacting

  • 10 Tele Etiquette

  • Understanding and tackling different personalities

  • Steps in Handling Complaints


Sales & Guest Management (EL or BM)

Duration : 1 day (face to face or online)

Content :

  • Your customers & your manners, your etiquette, defined.

  • Your essential skillsets.

  • First impressions and your brand

  • Overbooking & Upselling rooms for incremental revenue pt 1

  • Overbooking & Upselling rooms for incremental revenue pt 2

  • The art of closing.

  • Your revenue target KPI’s