West Yorkshire Consortium of Colleges

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

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