Online Hotel Management Courses and Training
Best customer service skills – A must have for all service professionals in 2021
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Course sections

Section 1
Introduction and Understanding Fundamentals
1
Intro to the course – Enhancing Customer Service
2
Problem with bad customer service and learning outcomes
3
Definition of Customer and Guest
4
What does our Guests Expect from Us
5
What is Guest Courtesy and what we should do to remain courteous
6
Why customer is important and Definition of Service to Customer
Section 2
What are different Levels of Customer Service
1
What are Basic Levels of customer Service
2
Higher Levels of Service – These levels what every hotelier aims to achieve
3
Unbelievable Service – Highest Level of Service to be achieved
4
Criminal Service – a Big No No in service Culture – Must Aviod
Section 3
5 Steps in Providing Memorable Services to Guests
1
First Step in Guest Delight Service- Focus on the Guests
2
Second Step – Determine Guest Needs
3
Third Step – Provide Efficient Services
4
Step Four – Enhancing Guest Self Esteem
5
Fifth Step – Building Rapport with customer and recovering any mistakes
Section 4
Summary And Assignment
1
Summary and Role Play Assignment

Best customer service skills – A must have for all service professionals in 2021

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