West Yorkshire Consortium of Colleges
Back

Welcome Host Gold: RedKite

Welcome Host Gold: RedKite - 1728

Welcome Host Gold is a highly practical course, using varied active training styles to give participants the skills and knowledge they can immediately use in the workplace. Interactive learning, group exercises, personal action planning and a host of great tips all equip participants to make a real difference to customers' experiences.

Welcome Host Gold covers:

1. Welcoming customers

  • what makes great customer service and who does it well?
  • the challenges of delivering outstanding service in your organisation

2. What do you have to offer?

  • Your offer to customers
  • Product and destination knowledge

3. Understanding your customers

  • Your customers and what their expectations
  • The customer journey
  • Meeting, managing and exceeding expectations
  • Customer loyalty and lifetime value
  • Identifying and beating competitors

4. Delivering service excellence

  • Creating an impression
  • Moments of truth
  • Customers' emotional needs
  • The internal customer web
  • Building outstanding teamwork
  • Aligning with policies, procedures and standards
  • Being accessible to all

5. Connecting with customers

  • Understanding communications
  • Choosing your words and speaking with impact
  • Building confidence and trust
  • Improving body language
  • Advanced listening skills
  • Great service on the phone
  • Effective writing

6. Boosting business

  • Customer service that sells
  • Encouraging repeat business
  • Understanding the sales process
  • Upselling and cross-selling

7. Dealing with difficult situations

  • Dissatisfied customers
  • Handling a complaint
  • Using feedback to best effect

8. Improving your customer service

  • Planning to improve service standards

Recent News

What West Yorkshire Colleges have been up to recently.

Read the News

8 October 2019

Wine School of Excellence: Certified training for the hospitality industry through The Skills Service

On a sunny Friday afternoon in York, we caught up with Gillian Tinney - Managing Director of the Wine School of Excellence (WSE). Newly contracted…

Read More

1 October 2019

Skills Cafe: Workshop announced for manufacturing businesses

The Skills Service is inviting SMEs working in manufacturing, advanced manufacturing and textiles to its next Skills Cafe on Friday 25 October. The event will…

Read More