Target Audience
This programme is aimed at management who want to better understand the psychology of service excellence in a touristic environment and excel in customer service management. Programme Standards
- Maximum 5 attendees per programme - Language - English - Delivery - Skype - Certificate of Participation Price
Free - Funded by MTA |
This programme is aimed at management who want to better understand the psychology of service excellence in a touristic environment and excel in customer service management.
Module 1
Understanding customer service management in a post-Convid19 environment. Outcome Be able to understanding how customer service in a post-Convid19 touristic environment will be more important to address due to a supply glut and changes customer expectations. Module 2 Understanding the different level of communications with clients. Outcome Be able to structure client communication pre-service, in situ and post- service in order to make the client experience memorable and positively shareable. Module 3 How to empower teams to be proactive and delight the client expectations in a Post-Covid19 scenario. Outcome Be able to delegate and empower the teams to listen, understanding and engage the client into a valuable communication in order to enhance the client experience. Module 4 Building client delight circles. Outcome Be able to organise internal meetings to be able to offer profitable customer delight experiences from a team point of view and align the customer experience across different customer service agents personas. Module 5 Customer Service and Point of Service Sales Management. Outcome Be able to plan, execute and administer customer service point of service proposals in order to meet revenue targets. Module 6 How to manage a post-Covid19 cultural and expectation gap professionally. Outcome Be able create a better client understanding mentality across the team and empower the team to appreciate the different cultural expectations that the post-Covid19 agues will have. Module 7 Managing the customer service team with the objective to delight the client over the three interactive customer service phases. Outcome Be able to engage the team into a more holistic experience that will factor in the customers’ different cultural, social, economic and characteristics. Module 8 Managing Rogue Clients in a Touristic Environment Outcome Be able to handle face-to-face, via email or on social media rogue clients escalated issues when the front liners fail to address the situation and the client demand further escalation. |