1.The Customer

• Customer as a source of revenue
• The Impact on the Organisation
• Customer satisfaction and company profitability
• Annoying Habits
• Anticipating Guest Needs
• Maintaining good customer care
• Confidentiality of Company and Guest Information
• Personal Presentation and development

2. Communication

3. Customer service

• Greeting of clients
• Promoting facilities and services
• Client Expectations
• Client reaction to poor customer service
• Improving customer care
• Effective Communication
• Range of Clients

4. Customer Complaints

• Advantages of Complaints/Customer feedback
• Methods of dealing with customer related issues
• Range of customer complaints
• Common client Complaints
• Methods to satisfy irate clients
• Client Complaints Procedure
• Written complaints
• Documenting Complaints
• Complaint Follow Up Action
• Do’s and Don’ts of customer complaints
• Complaints practices
• Requirements for Superior Client Care

5. Referral of Customers/Customer Complaints