Customer Service Excellence

Course Details

Course Title: Customer Service Excellence
Course Code: CSE-FO-2503-1.1

Course Accreditation

Accreditation Type: Certificate of Competency

Course Duration

Total Course Hours: 8 hours (1 day)

Course Fee

Total Course Fee: S$180/pax

Funding Available (If Applicable):

  • Training Industry Professionals in Tourism (TIP-iT)
  • NTUC Company Training Committee (CTC) Grant
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Summary

Topics:

    • Effective communication and active listening.
    • Handling guest complaints and conflict resolution.
    • Personalizing guest experiences.

Safety and Security Integration:

  • Identifying distressed or suspicious guests while maintaining professionalism

    Learning Objectives and Learning Units for Customer Service Excellence

    Learning Objectives:

    By the end of this course, learners will be able to:

    1. Demonstrate effective communication and active listening skills to enhance guest interactions.
    2. Apply strategies for handling guest complaints and resolving conflicts professionally.
    3. Personalize guest experiences to improve customer satisfaction and loyalty.
    4. Identify distressed or suspicious guests while maintaining professionalism and ensuring a safe and secure environment.

     

    Learning Units: 

    Unit 1: Effective Communication and Active Listening

    • Principles of effective communication in hospitality.
    • Verbal and non-verbal communication techniques.
    • The role of active listening in guest satisfaction.
    • Overcoming communication barriers in customer service.

    Unit 2: Handling Guest Complaints and Conflict Resolution

    • Understanding common guest complaints and their root causes.
    • Techniques for de-escalating tense situations.
    • Conflict resolution models and their application in hospitality.
    • Turning negative guest experiences into positive outcomes.

    Unit 3: Personalizing Guest Experiences

    • Importance of personalization in customer service.
    • Gathering and using guest preferences and feedback.
    • Enhancing guest engagement through customized services.
    • Leveraging technology for a personalized experience.

    Unit 4: Safety and Security Integration in Customer Service

    • Recognizing distressed or suspicious guests: Signs and behaviors.
    • Handling security concerns professionally while maintaining guest experience.
    • Effective communication with security personnel in sensitive situations.
    • Balancing customer service excellence with security protocols.