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Expanded Description & Dates No matter what business you're in, outstanding customer service will bring your customers back again and again. Customers and guests want to know that you understand their needs and that you can make things happen for them. So come learn specific behaviors that your customers will see as meeting and exceeding their expectations in superior customer service. Service Heroes in Hospitality -- A Guest Service Workshop Service Heroes is an interactive, one-day guest service workshop designed to help you discover ways to make a lasting impression on your guests so that they will want to return. You'll identify your own motivations for providing great customer service and discover some special tips and behaviors to make your service standards more effective. You will also learn how to make the occasional displeased customer feel better about your service. And you'll have fun with a great group of people who have many of the same goals and challenges that you have. What You Will Learn • Ways to turn an "average" service experience into a great one so that your customer has an even better experience than expected. • Ways to give memorable service which means that your customers will return again and again. • How to boost your reputation for exceeding expectations, giving you more opportunities to impress your customers • Skills that make a difference in how your customers rate your service. • The Seven Service Advantages • Service Situations: Three options when first interacting with a guest • Great Expectations: How to know your customers • Bouncing Back: What to say and not to say to an upset guest • How an innovative hotel and conference center, specializing in continuing education, adopted and embraced a comprehensive service excellence program. Our hands-on workshop will engage you in realistic case studies, interactive exercises, and easy-to-master practical tools that will positively impact your customer service skills and attitudes. Who Should Attend • Front-line personnel in the service industry • Managers who want to reinforce their skills and train their staffs • Anyone who serves customers! • DISCOUNTS AVAILABLE FOR ANY COMPANY REGISTERING TWO OR MORE TEAM MEMBERS FOR THIS WORKSHOP! How You Will Benefit • Make a real impact on your guests' experiences • Turn an "average" service experience into one better than your customer expected • Increase customer satisfaction and gain repeat business • Understand the Steps to Service Recovery • Increase customer satisfaction -- and your value to your organization You will receive a training manual, "Service Heroes in Hospitality." Workshop topics include: a rationale for providing excellent customer service, strategies for providing customer service that is perceived as excellent, discussion of specific service situations, making amends with speed and strength and fostering loyalty among employees so that you recognize yourself as a strategic partner in excellent customer service. Upon your successful completion of the Workshop, you will earn .65 University of Georgia Continuing Education Unit (CEU) and a Certificate of Attendance. You name the date and location! The University of Georgia faculty will come to your workplace for on-site training. Contact us for more details: 706-542-6692 or Bob.Wells@georgiacenter.uga.edu If you would like to be placed on our mailing list, please click here and give us your name, postal address, email and telephone number All contents copyright © 2007. University of Georgia Center for Continuing Education Conference Center and Hotel. All rights reserved. URL: www.georgiacenter.uga.edu/is/hero/guest_service_workshop.phtml |
