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Service
Heroes in Hospitality: A Customer Service Training Program Ben Sharpton, Universal Studios Florida |
Customer Service training for the hospitality industry
"Wow, finally a customer service training program with a real-world focus on hotel/motel and restaurant service standards. I can't wait to begin to reap the benefits of Service Heroes."
Tony Higdon,"Service Heroes in Hospitality is a practical, interactive, hands-on learning experience. The fun is in the doing as participants learn the 'whys' of customer service in a personal, rather than academic way."
Training Manager, Walt Disney
World Swan and Dolphin Hotel
Marty Fisher
Starbucks Coffee Company
Hotels, restaurants, theme parks, and other hospitality businesses are unique when it comes to customer service. Outstanding service is absolutely critical to business success, and issues such as high employee turnover and increasing competition present special challenges.
This one day training program first engages participants by helping them to identify their own personal reasons for providing excellent customer service. Then, using contemporary role plays and other interactive activities, your participants will understand the critical importance of customer service and learn behaviors and skills that will enable them to exceed guest expectations.
Written with inexperienced trainers in mind, the comprehensive leader's guide includes step-by-step instructions, class scripts, training hints, and overhead masters that make it easy for site managers and other "part-time" trainers to deliver this five module program in one hour or half-day segments.
The participants booklet, useful as a job aid, involves participants with realistic case studies, interactive activities, and easy-to-master practical tools that will positively impact their customer service skill and attitudes.
Program Modules
- Welcome to Your Future!
- Seven Service Advantages
- Service Situations
- Bouncing Back
- Becoming Strategic Partners
- Case Studies
- Training Units
- 42 Overhead Masters (PowerPoint)
- 8 Participant Workbooks (44 pages)
Special Package
Additional Workbooks after complete workshop purchase $15.75 each
