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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

Schedule & Fees


Locations & Date
12/05/2024
16/05/2024
Doha
5500$
English
09/06/2024
13/06/2024
Turkey
5500$
English
06/10/2024
10/10/2024
London
5500$
English
24/11/2024
28/11/2024
Dubai
5500$
English

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