| COURSE: CERTIFIED QUALITY AND CUSTOMER EXPERIENCE MANAGEMENT IN HOSPITALITY PROFESSIONAL | |
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| Course Overview | This course is essential for any professional who deals with customers. In this class, you will learn all the essential skills that are required to deliver efficient and reliable customer service. You will gain an understanding of customer expectations and needs and will be able to deal effectively with customers. You will also learn how to recover from customer service failures, deal with difficult customers more effectively, and consistently create memorable and positive customer service experiences. |
| Training Duration | Total Training Hours : 12 Hours Training Duration : 1-2 Weeks Total Training Days : 2 Working Days |
| Training Schedules | Weekdays (Sunday to Thursday) WeekEnds (Friday & Saturday) |
| Certifications: | 1) Certificate from Laurels Training Institute, Attested by Knowledge & Human Development Authority (KHDA) government of Dubai, UAE OPTIONAL 2) Certificate from American Institute of Professional Studies (AIPS) from USA (After 15 Days of course Completion which will couriered to the attendees office address) |
| Tests | Yes |
| Learning Aids | Yes |
| Course Material | Hard & Soft Copies of Study Material |
| Language of Instruction | English |
| Instructor Helpline | Yes 1. Email 2. Social Media (For Emergency requirements) |
| Registration Requirements | 1. Passport Copy 2. Curriculum Vitae 3. Passport size photographs 4. Course Fee |
| Mode of Payment: | Cash / Cheque / Credit Card / Bank Transfer. |
| Eligibility Criteria (Who should attend this training) | • Regular Sessions: 3-4 Hours per Session for 4 days. Classes are offered on Weekdays or Weekends (Friday / Saturday). Weekdays Schedules are from 10.00 am to 2.00 pm or 2.00 to 6.00 or 9.00 pm. • Fast Track Sessions: 6-8 Hours Per day for 2 Days " |
| Course Benefits | The training will enable you to get a placement in Hospitality industry (projected salary between $ 1000-3000) in Hotels, Clubs, Bars, Resorts, etc. For in service working professional a job promotion is highly prospective. |
| Course Contents / Outline | Responding to the Voice of the Customer What do your customers expect? Serving Internal and External Customers Active Listening and Questioning Skills How to Read your Customer’s Body Language Developing a Top-Down Customer-Centric Culture Creating a Customer Service Vision and Strategy Steps for Implementing a Customer-centric Service Model The Best and Worst Customer Service Providers Most Admired Leadership Traits Going the Extra Mile to Provide Customer Service Excellence The Power of a Positive Attitude Is your team ready for takeoff? Presenting a Professional Appearance How to Use Customer Service to Increase Sales and Brand Loyalty Brainstorming for Ideas to improve the “customer experience” Measuring and Monitoring Customer Service Satisfaction Why is measuring customer satisfaction important? Customer Service Satisfaction Measuring and Monitoring Techniques for Giving and Receiving Feedback Best Practices for Processing Customer Service Issues Service Recovery Strategies to Maintain Customer Loyalty The Impact of Social Media on Customer Service Building Employee and Team Motivation Coaching and Mentoring Team Members Stress Management Tips and Techniques What is your Action Plan? "
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