This two-day interactive workshop is designed to help participants understand the importance of delivering consistently, high-quality customer/guest service. Whatever your product or service, you must remember that the focus of the job is to "keep the customer happy'. The workshop will also deal with the importance of team work and how to efficiently handle challenging and/or difficult customers.

Course Content

Day 1

  • Definition of the Customer
  • Exceeding Expectations
  • Moving from Good to GREAT
  • The Essential SERVQUAL dimension
  • What does SERVICE mean to you?
  • Creating WOW Moments
  • Through the eyes of the customer
  • Teamwork -- Lessons from Geese
  • Case Study -- Yours is a VERY Bad Hotel

Day 2

  • The career path of Night Clerk Mike
  • Handling Complaints
  • Listening and Telephone Skills
  • Level of Service -- Questionnaire
  • Customer Expectations -- Delivering Quality Customer Service
  • The FISH Philosophy
  • Making it Real
  • My Pledge

Benefits of Attending

This programme enables participants to:

  • Define: “the Customer” and “Service”.
  • Understand the importance of every single customer interaction.
  • Understand apply a quality service model.
  • Understand the importance of complaints and learn how to manage them.
  • Understand the Importance of teamwork and become better team members.
  • Design and develop their own WOW effects.

Course Details

AED 2,000 per participant (AED 1,904.76 - course cost; AED 95.24 - VAT cost)
Course fee is inclusive of all instructional materials, handouts, workbook, daily lunch and coffee breaks

According to the United Arab Emirates (UAE) Ministry of Finance Value Added Tax (VAT) will be introduced across the UAE on 1 January 2018.

The VAT rate will be 5% and will be applied on all rates, fees and other charges covered by your agreement with us, starting from 1 January 2018.

For more details see

PowerPoint presentation, Flipchart, Role Plays, Group discussions and Practical Exercises.

The course runs from 0900 - 1600hrs

The programme requires participants to have a working knowledge of the English language, both orally and literally (reading and writing).

The Emirates Academy Certification of Attendance will be issued upon completion

Minimum number of participants = 15


If you have any questions, please don't hesitate to connect with us and request for information. We have answers. We look forward to hearing from you and will be happy to assist you.

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