| Module |
OBJECTIVES |
1
INTRODUCTION AND PROFESSIONALISM IN THE WORKPLACE
(2.5 HOURS) |
- Understand the foundation of what ‘professionalism’ is
- Understand the benefits to acquiring professionalism skills
- Identify five ideal professional workplace behaviors
- Set professional development goals
|
|
|
2
CUSTOMER CARE SKILLS
(2.5 HOURS) |
- Homework review
- Introduce and understand the acronym CARE
- Improve communication and personalization skills
- Demonstrate CARE skills
|
|
|
3
HOSPITALITY LEADERSHIP SKILLS
(2.5 HOURS) |
- Homework Review
- Learn the importance of
Integrating customer skills to satisfy your customer and create loyalty
- Knowing Company’s policy
- Knowing your product
- Embracing the fact, that YOU are the services
- Identifying your skills and personality
- Introduce key qualities of an effective leader
|
| CORE AREA |
MODULES AND OBJECTIVES |
4
KEYS TO BUILDING CUSTOMER RELATIONS
(5 HOURS)
|
- Homework Review
- Learn the Behavioral Change Stairway Model
- Understand and learn key active listening skills
- Learn five methods to Building Customer Service Relationships
- Learn the ten tips to improve Customer Relations
|
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