Overview
In this session we look at Exceeding customer expectations by anticipating their needs and doing something extra to make their visit memorable.

It’s not always easy to achieve customer service harmony. Sometimes one difficult customer can take up a completely disproportionate amount of time and energy. This session aims to develop participants understanding in proactively solving customer problems and anticipating their needs by providing them with services prior to their request.
It also highlights the importance of ‘Never say NO’ as a first response to customers request and being confident to offer alternatives.

There are a lot of group exercises for everyone to take part in altogether making this session fun and very active.

Course Content:

• The first impression – on the telephone
• The four types of service
• 3 Habits in Exceeding Customer Expectations
• Handling Complaints
• The Multiplier effect
• Types of Complainers
• Proactive Vs. Reactive stage of complaints

Delivery Mode
PowerPoint presentation, Flipchart, Video & Role Play

Duration
Full Day Timings: 9.00 – 17.00

Certification
Certificate will be issued upon completion

Registration
All bookings must be confirmed in writing to Emirates Academy of Hospitality Management. Course fees are payable upon confirmation of booking and an invoice will be sent to you. Bookings cannot be confirmed until payment and a completed application form is received. Fees paid are non-refundable.

Course Materials
The course fee includes everything required for the class work including notebooks, articles, note-paper and pencils. Refreshments will also be included in the course fees.

Dress Code
Attire for classes is smart casual Please note that all spaces in the Academy are on a central air conditioning system.

For clarification, dress code is as follow:

• No jeans
• No sandals
• No open shoes (ladies are exempt from this)
• No trainers
• No T-shirts, only collar shirts.

Facilitators
To be announced