Monday 20 July 2015, 10:00 - 13:30
This workshop has been designed to provide participants with an understanding of the benefits of having a customer focused policy in their business and to gain confidence in dealing with their customers.
Participants will consider if their department provides a really customer focused service with satisfied customers? They will be encouraged to think about what the word satisfaction really means. They will acknowledge that when their customers are satisfied, it simply means that they have met their service and performance expectations.
Participating in this workshop will demonstrate that if F&B teams want to be recognised as an outstanding provider of customer focused service, they have to consistently exceed the expectations of their customers. They will recognise that this is how they can build customer loyalty, which is much more important than customer satisfaction. Businesses that have incorporated customer focused behaviours into their everyday work are recognised as exceptional providers of customer service. The objective of this workshop is to give the F&B Teams an understanding of the actions and steps they need to take in order to achieve these things and maximise customer focus within their department. Participating in role plays will help them to recognise their strengths and weaknesses in this regard.
Objectives will include;
1. What is customer focus
2. Why do venues fail to have a customer focused approach
3. How customer service is everyone’s job
4. How we can make the customer number 1 in our venue
5. Communications skills
6. How to determine customer needs and build relationships
7. Know your customer personas
8. Learn problem solving techniques
Celbridge Manor Hotel, Celbridge, Co. Kildare, , , Ireland