Welcome Host Plus
What is Welcome Host Plus?
Welcome Host Plus is a one-day training course designed to build on the knowledge and skills already developed from the Welcome Host programme. The objectives of Welcome Host Plus are to enable you to:
- Review the key elements of excellent customer service
- Develop your understanding of your customers and your competitors
- Develop more advanced communication and customer service skills
- Interact successfully with different types of customer
- Implement effective service recovery procedures
- Work with your colleagues as part of a customer-focused team
- Convert enquiries into sales
- Enhance the quality of service you provide
The Benefits
The Welcome Host Plus course will enable you to work with others to review and develop further your customer service skills and communication skills and to give your organisation a competitive edge. The course will benefit new and more experienced staff working in:
- accommodation and catering
- travel and transport
- leisure and entertainment
- retailing
- public sector and voluntary organisations
- other service sector businesses
Course Content
The Welcome Host Plus programme involves group work, activities and discussion to ensure skills learnt are relevant to each participant.
Welcome Back
- Why are we here?
The Service Challenge
- Attracting and retaining customers
- Moving from good to excellent
Customers and competitors
- Customer expectations
- The value of repeat business
Service encounters
- Listening Skills
- What customers want
- Making the most of your memory
Service Recovery
Building a winning team
- The importance of effective teamwork
- Characteristics of successful teams
Converting enquiries into sales
- The sales process
- Matching products and services to customer needs
- Presenting information
- Overcoming objections
Quality counts