Professional Customer Service and Upselling Skills

Professional Customer Services and

Up-selling Skills

July 17-18, 2019 | 8.30 am to 5.00 pm | Hotel/Restaurant | Deadline: July 14, 2019

COURSE DESCRIPTION

Understanding Customer's expectaon

It is the course designed to provide good customer services to all customers including new, exisng, and potenal customers. It may take extra resources, handling guest's complaint, upselling; cross selling and get new prospect. Good customer services oen lead to greater customer sasfacon.

Customer Services vs. Customer Experiences Excellent Customer Services skills

Module 4: Customer Trait's and Handling Complains Customer services recovery Customer's traits and how to develop Why Customer Services maer

TARGET PARTICIPANTS

How to handle customer's complaints What is customer experience management?

Front office staff and supervisor, responsible persons and those

LAST Method to handle angry guest

who taking care of the customer services.

Module 5: Up-selling and Cross-selling

LEARNING OUTCOMES

What is up-selling? Up-selling vs. Cross-selling

DESCRIBE what Customer Services is and why it is important;

Five Up-selling and Cross-selling techniques

IDENTIFY the changing nature of customer's expectaon and

Close and open quesons

how to meet them; SOLVE the three main types of customer's problems; IDENTIFY the exceponal customer service in six areas;

5+ WH quesons

ABOUT TRAINER

IDENTIFY how great customer services benefits everybody involved.

In past years, he jumped his career into the hotel industry where he has been starng his career as Sales Execu-

COURSE MODULE

ve at Phnom Penh Hotel and promoted to be Senior Sales Execuve. Years later, he stepped up his career

Module 1: Customer Services & Develop Customer First Impression

How much you know Customer Services? Importance of greeng customers Professional ways to greet your customers Define unsasfied customers Pofessional ways to delivery presentaon Customer management skills Module 2: Quality Customer Services & Barrier to customer outstanding

10 Keys to Great Customer Services How to improve your communicaon skills How to stop being SHY How to speak confidently and effecvely 12 things that ruin a first impression immediately What do you say, to all these obstacles? Module 3: Customer Services skills & Professional The 7 Essenal Steps to excellent Customer Services How to idenfy customer's needs and wants

growth as the Sales Manager at Royal Angkor Resort & Spa, and Director of Sales & Markeng of Angkor Miracle Resort & Spa. He is currently serving as the Corporate Sales Manager for group of hotels. He has been ulizing his experse and skills in many hospitality services such as front desk, customer services, room services, caterings and restaurant management services. Beside his key responsibilies, he is from me to me serving as the internal trainer to coach and mentor the services staff on techniques and arts to handle customer's complaints and enhance their day to day professionalism.

TRAINING FEE

Member: USD170 net/person Non-member: USD220 net/person

Included lunch, learning materials and certificate. Note: Fee excluded any taxes.

REGISTRATION

Mr. Yung Rothmuney

012 634 077 085 777 502

training@

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