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.