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17 - CSM - Public Relations, Communication Skills & Office Management


CSM 115 - Reception and Hospitality

Code Start Date Duration Venue Fees
CSM 115 30 September 2019 5 Days Istanbul $ 2750 Registration Form Link
CSM 115 28 October 2019 5 Days Istanbul $ 2750 Registration Form Link
CSM 115 25 November 2019 5 Days Istanbul $ 2750 Registration Form Link
CSM 115 23 December 2019 5 Days Istanbul $ 2750 Registration Form Link
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Course Description

 In this course participants will be learning how to deliver exceptional customer service, delegates will also gain valuable skills for reducing stress while they deal with even the most demanding customers. At the program’s conclusion, participants will have a clear understanding of what constitutes exceptional customer service, especially in the hospitality industry.

Course Objectives

  • Discovering Innovative Customer Service Skills & Techniques.
  • Understanding the Customer Service  
  • Being up to customer expectations
  • Dealing effectively with all types of callers
  • Building rapport with your customers

Who Should Attend?

  • Secretarial staff
  • Receptionists
  • Managers
  • Anyone who aspires to be responsible for the hospitality and reception

Course Details/Schedule

Day 1

  • Internal versus external customers
  • Image and Grooming
  • Knowing my company
  • Why customer care is important

Day 2

  • First impression
  • Meeting and exceeding customer expectations
  • The Communication Jungle: Understanding Different Communication Styles
  • Welcoming people to your business

Day 3

  • Ethics and Discretion
  • Proper Etiquette
  • Directing client traffic
  • Dealing with visitors

Day 4

  • Transfer of calls
  • Putting callers on hold
  • Taking Messages
  • Call response time

 

Day 5

  • How to deal with anger and conflict
  • Calming difficult customers
  • Handling Complaints
  • Action Plan