THEORETICAL AND PRACTICAL SEMINARS COMMUNICATION

PROFESSIONAL HOSPITALITY MANAGEMENT

COMMUNICATION

TRAINING
• How do you respond to negative online reviews?
• Which channels to communicate with your customers?
• What customer data is relevant for personalizing your services?

Public responses to negative reviews necessitate a professional tone to underscore your unwavering commitment to customer satisfaction. Furthermore, customer comments serve as valuable sources of insights into expectations and feedback.

TARGET GROUP
This training is aimed at all staff in direct and regular telephone contact with your customers:

Switchboard operators, receptionists, secretaries, assistants.

CUSTOMER CARE MANAGEMENT TRAINING

COURSE CHAPTERS

DYNAMICS OF COMMUNICATION

Specifics of direct et telephone contact

Tone, rhythm and emotion of the voice, standard sentences and keywords

Active listening, orientation and conclusion

Questioning methods, release and conclusion

GREETING PRACTICES

Writing a quality greeting charter

Principles of the emotional management of complaints

Processing of special cases, state of mind and respect for priorities

Exercises for skill monitoring

ONLINE SUPPORT

Online course support to download course material after subscription

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