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Customer Service Excellence in the Hospitality IndustryBy: Centre for Public Service Productivity and DevelopmentLagos State, Nigeria 11 - 13 Feb, 2025 3 days
NGN 165,000Get 5.00% off
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Venue: Lagos
Other Dates
Venue | Date | Fee | |
---|---|---|---|
Lagos, Lagos State, Nigeria | 06 - 08 May, 2025 | NGN165000 | |
Lagos, Lagos State, Nigeria | 05 - 07 Aug, 2025 | NGN165000 | |
Lagos, Lagos State, Nigeria | 04 - 06 Nov, 2025 | NGN165000 |
This course aims to equip participants with the essential skills and knowledge needed to deliver outstanding customer service in the hospitality industry. By the end of the course, participants will be able to understand customer expectations, apply best practices in service delivery, and enhance guest experiences through effective communication and problem-solving techniques.
Course Content
Module 1: Understanding Customer Expectations
- Identifying customer needs and preferences
- The importance of customer service in hospitality
- Key factors influencing customer satisfaction
Module 2: Communication Skills for Hospitality Professionals
- Verbal and non-verbal communication techniques
- Active listening and empathy in service delivery
- Managing diverse customer interactions
Module 3: Handling Complaints and Problem Solving
- Strategies for effective complaint management
- Turning negative experiences into positive outcomes
- Empowering staff to resolve issues proactively
Module 4: Creating Memorable Guest Experiences
- Personalization and attention to detail
- Building rapport and loyalty with guests
- Best practices for exceeding customer expectations
Conclusion
Customer service excellence is crucial for success in the hospitality industry. This course provides the tools and strategies necessary for professionals to not only meet but exceed guest expectations, fostering a positive reputation and encouraging repeat business. Participants will leave with actionable insights to enhance their service delivery and contribute to a culture of excellence in their organizations.
Lagos | Feb 11 - 13 Feb, 2025 |
Lagos, Lagos State, Nigeria | 06 - 08 May, 2025 |
Lagos, Lagos State, Nigeria | 05 - 07 Aug, 2025 |
Lagos, Lagos State, Nigeria | 04 - 06 Nov, 2025 |
NGN 165,000.00 | (The program fees covers tuition, Course Materials, Tea/Coffee Break, Lunch, Bag, Certificate of participation and administration) |
USD 550.00 | (The program fees covers tuition, Course Materials, Tea/Coffee and Break, Lunch, Bag, Certificate of participation and administration) |
Dr Chris Egbu +2348023194131
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