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.
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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
