(Click Category to List Courses)

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


CSM 115 - Reception and Hospitality

Code Start Date Duration Venue Fees
CSM 115 14 February 2022 5 Days Istanbul $ 3450 Registration Form Link
CSM 115 14 March 2022 5 Days Istanbul $ 3450 Registration Form Link
CSM 115 11 April 2022 5 Days Istanbul $ 3450 Registration Form Link
CSM 115 09 May 2022 5 Days Istanbul $ 3450 Registration Form Link
CSM 115 06 June 2022 5 Days Istanbul $ 3450 Registration Form Link
CSM 115 18 July 2022 5 Days Istanbul $ 3450 Registration Form Link
CSM 115 29 August 2022 5 Days Istanbul $ 3450 Registration Form Link
CSM 115 26 September 2022 5 Days Istanbul $ 3450 Registration Form Link
CSM 115 24 October 2022 5 Days Istanbul $ 3450 Registration Form Link
CSM 115 21 November 2022 5 Days Istanbul $ 3450 Registration Form Link
CSM 115 19 December 2022 5 Days Istanbul $ 3450 Registration Form Link
DOWNLOAD PDF

 

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