Customer service for frontline staff

Visiting “your” business can be like visiting a favourite friend where you feel comfortable, at ease and welcome as a special guest or it can be just another visit to yet another commercial hospitality business.  This workshop teaches your team how to handle all aspects of giving excellent customer service from welcoming and dealing with enquiries to renewing memberships and using the paging system.

Who should attend: This practical and motivational workshop should be offered to meet and greet staff along with members of the reception team.  Supervisors should also attend so they can support staff implementing the ideas from the workshop

Outcomes : At the completion of the program participants will have a clear understanding of the Customer Service Performance standards.  They will be able to greet patrons in a professional and friendly manner.  They will also be able to deal with enquiries politely and efficiently.

Methodology : Learning tools used in this interactive workshop include; workbook, power point, role playing, team and communication building games.

Topics covered in this workshop include

Setting the scene for customer service inside and outside the foyer area
The importance of dress & grooming when establishing a good first impression
Positive Attitude - Teamwork
The six secrets to making patrons feel welcome
Identifying when patrons need assistance and dealing with questions and queries
Using customer service to promote or upsell business facilities and services
Effective use of the paging system
Efficient processing of ticket sales, memberships and renewals
Offering an invitation to become a member (private Club)
Your role in security – being aware of what is happening
Making the farewell a great last impression