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Training Course Summary:

Designed specifically for front line staff in businesses, places of interest and tourist attractions, this course provides an overview of essential customer care skills and how the visitor can have an outstanding customer experience.

Who Should Attend:

Anyone working in a customer-facing role that wishes to improve their performance when dealing with visitors.

Training Course Overview/Content:

A greater awareness of the visitor's perspective and needs
A greater awareness of themselves; both strengths and improvement areas
An increase in the opportunity to gain more advanced Customer Care Skills
The opportunity to work on improvement areas
Timetable

09:30 - 10:00 Coffee & Course Objectives

10:00 - 10:30 A Fresh Look at Your Job Roles

10:30 - 11:15 Getting it Right - Building on your Good Practices

11:15 - 12:45 Developing your Customer Care Skills

12:45 - 13:00 Discussion and Action Points from the morning

13:00 -14:00 Lunch

14:00 - 15:30 Handling Difficult Situations

15:30 - 16:30 Measuring Visitor Satisfaction

16:30 Summary and Action Planning