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Course Description
How to move from a customer / guest service to guest experience. Create a culture that consistently exceeds expectations. Change your team's mindset from individual transactional customer facing service to thinking about the big picture to create a seamless exceptional guest experience.
Key Learning
Customer service v customer experience
The importance of creating positive moments of truth
From warm welcome to fond farewell
Mapping the journey
Over coming pinch points and danger zones
The importance of creating a seamless experiencebetween pliable and assertiveness
Suitability
Anyone who is in a customer facing role within hospitality, facilities, retail and business.
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