Course Methodology
The course methodology combines a blend of theoretical and practical learning tools tailored to meet participants' day-to-day work needs and challenges. It is designed to be highly interactive, experiential, insightful, and challenging, incorporating various learning techniques such as presentations, group discussions, role-playing, games, and case studies.
Course Objectives
By the end of the course, participants will be able to:
- Describe the role of customer service in the pursuit of exceptional hospitality
- Cultivate a customer-centric mindset that promotes a culture of excellence
- Practice desired hospitable qualities, including effective communication, managing expectations, and handling difficult situations
- Recognize the skills required to build customer loyalty and enhance customer retention through hospitality
- Highlight the importance and effectiveness of customer reward programs
Target Audience
Managers, supervisors, customer service staff, and staff in departments who deal directly with external customers or whose job is to support other entities or employees inside the organization.
Target Competencies
- Cultivating hospitality
- Serving others
- Communicating
- Empathizing
- Adapting
- Thinking creatively
Hospitality in the Workplace
- Introduction to hospitality in the workplace
- Creating a warm and welcoming atmosphere
- Hospitality across industries
- Key principles of hospitality and service excellence
- Characteristics of a first-rate hospitable employee
- Common mistakes in hospitality
Adopting a Culture of Excellence
- Creating a warm and friendly community
- Connection among community environments
- The importance of hospitality in human relations
- Strategies for 5-star hospitality
- Traits of a welcoming culture
Hospitality and Behavioural Skills
- Principles of effective communication
- Communication strategies adapted for different sectors
- Common mistakes leading to miscommunication
- Top-notch qualities of a great hospitable employee
- Hospitality through face-to-face, virtual, and written communication
Customer Retention through Hospitality
- Customer centricity and its impact
- Four secrets of a good smile
- Disciplines for consistently great customer experiences
- Honouring customer complaints
- Capitalizing on the “moments of truth” across a customer journey
- Touchpoint-cycle model
Customer Reward Programs
- Customer loyalty programs
- Aligning loyalty programs with company values and goals
- Personalized, community impact, and reward programs
- Deepening research on loyalty programs for various industries
- Creating a loyalty program to increase customer loyalty, retention, and advocacy
- Steps for building a communication loyalty program
