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Product Description
Set in beautiful hospitality locations and produced in an engaging "video-magazine" style, this award-winning program features:
• A DVD with six, 15 to 25 minute interactive lessons and a review.
• A wealth of insights, tips, techniques, role-plays, simulations and fun!
• A wacky interactive game show that promotes learning through laughter
• Presented by world-renowned customer service expert Holly Stiel.
• Inspirational service insights from experts in other fields.
• For complete flexibility the course is designed to be viewed individually or facilitated in group settings by a manager.
• A CD-ROM containing a Facilitator's Guide, and a Participant Workbook in
easy-to-print PDF format.
Lesson Contents:
1. The Power of “Yes”
Impress your guests (and your coworkers) with a “can-do”
attitude. It actually makes your job easier!
2. Clarifying Guests Needs
Giving great service starts with truly understanding
exactly what your guests want.
3. The Wings of “No”
In a world where the only thing that people want to hear is “yes,” you sometimes have to “make no fly!”
4. The Art of the Apology
With these techniques a sincere apology can turn a dissatisfied guest into a loyal customer.
5. Professional Telephone Skills
Often the telephone is the first chance you'll have to make a good
impression on a guest.
6. Keeping Your Spirit Alive
In this often stressful occupation you need these skills to maintain a positive attitude when faced with the challenges of the job.
• A DVD with six, 15 to 25 minute interactive lessons and a review.
• A wealth of insights, tips, techniques, role-plays, simulations and fun!
• A wacky interactive game show that promotes learning through laughter
• Presented by world-renowned customer service expert Holly Stiel.
• Inspirational service insights from experts in other fields.
• For complete flexibility the course is designed to be viewed individually or facilitated in group settings by a manager.
• A CD-ROM containing a Facilitator's Guide, and a Participant Workbook in
easy-to-print PDF format.
Lesson Contents:
1. The Power of “Yes”
Impress your guests (and your coworkers) with a “can-do”
attitude. It actually makes your job easier!
2. Clarifying Guests Needs
Giving great service starts with truly understanding
exactly what your guests want.
3. The Wings of “No”
In a world where the only thing that people want to hear is “yes,” you sometimes have to “make no fly!”
4. The Art of the Apology
With these techniques a sincere apology can turn a dissatisfied guest into a loyal customer.
5. Professional Telephone Skills
Often the telephone is the first chance you'll have to make a good
impression on a guest.
6. Keeping Your Spirit Alive
In this often stressful occupation you need these skills to maintain a positive attitude when faced with the challenges of the job.
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