Customer Relationship Management Training
Customer Relationship Management Training Headings
- SOCIAL/GUEST RELATION SKILLS
- CRM CUSTOMER RELATION MANAGEMENT
- TELEPHONE MANNERS AND TECHNIQUES FOR HOTELIERS
- GUEST COMPLAINT HANDLING
Duration: 1 day
The training course is designed to show winning methods on how to handle the various types of customers and situations starting with handling of complaints/comments, VIP treatment, teamwork skills, handling of groups, sales techniques, written & oral communication skills, presentation skills. This course also shows the importance of permanent bench marking of all the services provided.
Who should attend?
General Managers
Department Managers of operating and non-operating department
Guest Relation Officers
CRM CUSTOMER RELATION MANAGEMENT
Duration: 1 day
This class is for anyone that needs to understand what CRM strategy is all about, whether you are brand new to the concept and just looking to learn enough to intelligently discuss CRM, or you are an executive or manager implementing a customer relationship management program. After attending this information-packed one-day seminar, you will walk away with a knowledge and understanding of today's state-of-the-art strategies that can lead to a profitable CRM philosophy for your hotel. And, you will return to work with a clear understanding of what
customer relationship management is, and what is required for you to develop,
implement, and improve an effective CRM program in your own hotel.
This seminar will cover such topics as:
- Why CRM is essential to the future of your company
- What is required to make CRM a success
- How to build a cohesive CRM team
- CRM technology you will require now and in the future
- Obstacles to implementing CRM and how to avoid them
- How to reshape your organization into one that embraces a value-added CRM philosophy
Who should attend?
Owners
General Managers
Department Heads
Human Resource Directors
Personnel Managers
Supervisors
TELEPHONE MANNERS AND TECHNIQUES FOR HOTELIERS
Duration: 1 day
The program contains subjects covering using telephones effectively, proper addressing, message taking, what/how/when to say and time saving techniques
Who should attend?
Keeping the emphasis on the Switchboard, all employees who officially use house phones
Duration: 1 day
During this session the opportunities of proper guests complaint handling is being demonstrated. Important factors and the financial impact in successfully handling guest complaints are being complimented by training of body language and mimics as general part of successful complaint handling communications. The participants are given a step-by-step instruction on how best handle guest complaints at various scenarios. During this training session the participants will have an opportunity to practise complaint handling in front of the camera and to analyse their success. If requested by the hotel management SERVUS will also present and introduce a complete policy and procedure of successful complaint handling.
Who should attend?
General Managers
Department Heads
Duty Managers
Guest Relations Officers
Front Office Personnel
All Service Personnel
Uniformed Staff
