Course Times: 10:00am to 2:00pm

Delivery Great Customer Service

COURSE DESCRIPTION

Customer Service standards start at the Board and CEO level, not with the bartender.

How we serve our customers is a cornerstone of a clubs’ culture - set by top management; constantly reinforced by top management; and delivered under the oversight of Duty Managers, Supervisors and Team leaders. Consistently good customer service over the business lifecycle cannot occur any other way.

Who is this course for?

This half-day course is designed to critically address the attributes, skills, and awareness required by ALL levels of staff and management to develop a long-term customer service culture. CEOs, senior managers, Duty Managers, and Supervisors will benefit from attending this workshop.

Topics covered in the course include:

·Developing skills to deliver exceptional customer service.

·Working with internal and external customers and how to exceed there expectations

·Identifying and meeting basic needs of your customers

·Identifying barriers to customer service and overcoming these barriers

·Developing a cycle of service for different areas of the club

·How to motivate the team

·Developing standards that are attainable and meaningful

·Developing effective communication techniques

·Handling complaints effectively

·Identifying and handling difficult situations

CMAA Members will receive 10 ACCM Point upon completion of this course