Customer Service and professional communications
In this course, you will learn how to deliver excellent service from three interrelated perspectives: how you communicate, how you manage your own wellbeing, and which protocols to follow at every stage of the service.
Contenido de la formación
139 Lecciones | 29:00h en total
WELCOME TO THE COURSE
| 1.1 00. Before you begin |
| 1.2 01. Introduction to the course |
GENERAL ASPECTS OF CUSTOMER SERVICE
| 1.1 Three steps to service |
| 1.2 Resolving opportunities |
| 2.3 Activity: Dealing with Customer Opportunities and Complaints |
| 1.3 WOW moments |
| 2.5 Activity_True/False |
CUSTOMER SERVICE IN BOOKINGS, BOAT SERVICE, RECEPTION AND GEX
| 2.1 Bookings by telephone |
| 3.2 Activity_Mastering the telephone booking process |
| 3.3 Activity_Put the steps involved in making a telephone booking in the correct order |
| 3.4 Activity_Handle a telephone booking |
| 2.2 Checkpoints: Security post and welcome sign at the gate |
| 3.6 Activity_True or False? |
| 3.7 Activity_Complete the key steps of the welcome process |
| 2.3 Buttons: Accompany them to their room |
| 3.9 Activity_Match the key concepts |
| 3.10 Activity_5-star service |
| 2.4 Buttons: Concierge and other services |
| 3.12 Activity_Find out about the services offered by the concierge department |
| 3.13 Activity_Organise the concierge department’s services |
| 3.14 Activity_Work as a professional concierge |
| 2.5 Reception_Check-in and check-out |
| 3.16 Activity_Do you know the key details of check-in and check-out? |
| 3.17 Activity_Fill in the key terms for Check-in and Check-out |
| 2.6 Reception: Upselling and Cross-selling |
| 3.19 Activity_Match key sales concepts to the reception area |
| 3.20 Activity_Sales and cross-selling techniques at reception |
| 2.7 GEX: VIP Service and amenities |
| 3.22 Activity_Protocol for attending to VIP guests in hotels |
| 3.23 8. GEX: Guest service line |
| 3.24 Activity_Case study: Telephone support and room service |
| 3.25 Assessment: Bookings, Buttons, Reception and GEX |
| 3.26 Downloadable materials for the module |
ESSENTIAL COMMUNICATION SKILLS FOR CUSTOMER SERVICE
| 3.1 Introduction: The importance of interpersonal communication skills in customer service |
MINDFULNESS: STRESS, THOUGHTS AND EMOTIONS
| 4.0 Introduction to mindfulness |
| 5.2 Interview with Jon Kabat-Zinn |
| 5.3 What did you think of the interview? |
| 4.1 Stress and its consequences |
| 4.2 Benefits of mindfulness |
| 5.6 Activity_Take a moment to reflect |
| 5.7 Activity_ It’s time for a quick revision! |
| 4.3 Practical exercise: the river and the logs |
| 4.4 What is a thought? |
| 4.5 Not everything we think is true |
| 5.11 Activity_Play with your thoughts! |
| 4.6 Practical exercise: Body Scan |
| 4.7 Anger, sadness and fear |
| 4.8 Emotional awareness exercise |
| 4.9 Practical exercise: somatogram |
| 4.10 Joy and Disgust |
| 4.11 Analyse your emotions |
| 4.12 The most rejected emotion |
| 5.19 Activity_How do you feel emotions in your body? |
| 5.20 Activity_Short stories from your workplace |
INTEGRATING MINDFULNESS INTO YOUR WORKPLACE
| 5.1 Life can be mindfulness |
| 5.2 Exercises for those who are short on time |
| 5.3 The benefits of silence |
| 5.4 Why is it so hard to be silent? |
| 5.5 Mindfulness brings us a sense of coherence in life |
| 5.6 Practical exercise: painting the brain |
| 5.7 Polarities and breaking down your ego |
| 5.8 Exercise: visualising the difficult person |
| 5.9 Mindful listening |
| 5.10 Artistic expression and mindfulness |
| 5.11 Practical exercise: painting the body |
| 5.12 Mindfulness, pain and healthy habits |
| 5.13 Mindfulness, pain and healthy habits II |
| 6.14 Activity_Revise what you’ve just learnt! |
| 5.14 Become an expert in mindfulness |
| 6.16 Assessment: Mindfulness in Customer Service |
| 6.17 Downloadable materials for the module |
NON-VERBAL COMMUNICATION TO ENHANCE CUSTOMER SERVICE
| 7.1 0. Introduction |
| 6.1 The importance of non-verbal communication in the sector |
| 6.2 The basics of body language and voice |
| 7.4 Activity _Answer the following questions |
| 7.5 Activity_Choose a role |
| 6.3 How body language influences the customer’s perception |
| 7.7 Activity_Language Detectives |
| 6.4 Postures and gestures that convey confidence and professionalism |
| 7.9 Activity_The Professional Mirror |
| 6.5 Techniques for improving non-verbal communication |
| 7.11 Activity_On-stage reflection |
| 6.6 The importance of vocal quality in customer service |
| 6.7 Techniques for improving vocal projection and diction |
| 6.8 Vocal warm-up and breathing exercises |
| 6.9 Active Listening |
| 6.10 How to adapt your body language and tone of voice |
| 7.17 Activity_Guess the type of customer |
| 6.11 Strategies for staying calm in stressful situations |
| 7.19 Activity_True/False |
| 6.12 Exercises to develop communicative fluency |
| 6.13 Body Language and Voice in Internal Communication |
| 7.22 Activity: What does your body language reveal when you’re negotiating? |
| 6.14 How to use non-verbal communication to build trust and empathy |
| 7.24 Activity_A real-life scenario in a hotel |
| 6.15 Techniques for conveying persuasion and conviction through the voice |
| 7.26 Assessment: Non-verbal communication to improve customer service |
| 7.27 Downloadable materials for the module |
ASSERTIVENESS: COMMUNICATE WITH CONFIDENCE
| 7.1 Assertiveness, a world |
| 7.2 Assertive statements and expressing feelings |
| 8.3 Activity_How to communicate assertively |
| 7.3 Assertiveness techniques |
| 7.4 Role playing: Broken record and fog bank |
| 7.5 The technique of assertive postponement |
| 7.6 Reviewing concepts and the magic formula |
| 7.7 Role Playing: Magic like Harry Potter |
| 7.8 In search of assertive techniques |
| 7.9 Irony and other assertive techniques |
| 7.10 Emotions and assertiveness: INSIDE OUT |
| 7.11 Emotional skills in assertiveness |
| 8.13 Infographic: Concept map: Basic emotions |
| 8.14 Activity_How many emotions have you felt today? |
| 8.15 Activity_Thoughts that generate negative emotions |
| 8.16 Assessment: Assertiveness: communicate with confidence |
| 8.17 Downloadable materials for the module |
TURNING CONFLICT INTO OPPORTUNITY
| 8.1 Introduction to the conflict |
| 8.2 What is conflict? |
| 9.3 Infographic: Attitudes that do not help resolve conflicts |
| 9.4 Activity_ Evaluate what you have learned |
| 9.5 Activity_Time to order |
| 8.3 Feedback in conflicts |
| 8.4 The sandwich technique and how to give feedback |
| 9.8 Activity_Sandwich technique |
| 8.5 Self-esteem for resolving conflicts |
| 9.10 Infographic: the JOHARI window |
| 9.11 Activity_What does it mean to have good self-esteem? |
| 8.6 Exercises to cultivate healthy self-esteem |
| 8.7 The game-steem |
| 9.14 Rosenberg Self-Esteem Test |
| 8.9 Creativity to resolve conflicts |
| 9.16 Activity_Creativity for conflict resolution |
| 8.10 Creativity in the face of conflict |
| 8.11 A creative mind in 3,2,1 GO! |
| 9.19 Activity_Short stories from the hotel |
| 9.20 Assessment: Turning conflict into opportunity |
| 9.21 Downloadable materials for the module |
FINAL ASSESSMENT AND CERTIFICATE
| 10.1 Final Assessment |
| 10.2 SATISFACTION SURVEY |
| 10.3 YOUR CERTIFICATE |
¿Qué beneficios obtendré?
- Master customer service protocols in the hotel’s key departments — reservations, porter’s lodge, reception and GEX — using the appropriate language, timing and procedures for each stage of the service.
- To identify the main sources of stress in the hotel workplace and apply mindfulness techniques to manage them, remain calm in difficult situations and maintain the quality of service.
- Develop active listening and empathy as key skills for anticipating guests’ expressed and unexpressed needs, transforming everyday interactions into ‘WOW’ moments.
- To understand the impact of non-verbal communication and tone of voice on the customer’s perception of the service, and to apply techniques to convey confidence, warmth and professionalism in every interaction.
- Apply upselling and cross-selling techniques in a natural way, using body language and tone of voice to your advantage in the process of persuasion and sales, whilst maintaining a warm and genuine approach.
¿Para quién es este curso?
- Recepcionista, Botones
¿Obtengo certificado?
- Si completas el curso con éxito y superas la evaluación final, recibirás un certificado de aprovechamiento que demostrará que has adquirido los conocimientos y habilidades en la materia.
Contenido exclusivo para Hoteles y profesionales del sector
Formación para facilitar un camino hacia la excelencia en cada uno de los departamentos para empresas que aspiran a liderar el sector.
- Formación continua por especialistas del sector
- Seguimiento mediante Dashboard
- Itinerarios que se adaptan a las metas empresariales
- Acceso 24/7 a todos los cursos especializados y actualizados
Cursos relacionados
Completa tu formación
- Customer service for hotels and accommodations
- Housekeeping department management
Formación en spa para emrpesas smart
Descubre cómo Turiscool es el partner estratégico que necesitas para el desarrollo de tu team
Únete al resto de compañías que ya elevan el nivel de su equipo para obtener profesionales más motivados y huéspedes que vuelven y vuelven a volver.
Solicita una DEMO del curso para tu empresa:
TURISCOOL CURSOS PARA EMPRESAS DEL SECTOR HOTELERO
La formación que your team necesita, el impacto para aumentar la facturación de your business
Seguimiento personalizado
Nuestro departamento de Customer Success te asesorará para maximizar el impacto de tu equipo
Panel de control para responsables de RRHH y Formación
Dashboard para conocer los avances de tus trabajadores
Itinerarios formativos
Posibilidad de elaborar itinerarios con la formación que necesita cada departamento para lograr los objetivos del hotel.
Especialistas de la industria hotelera
Cada curso ha sido elaborado por un experto en la materia, dando los conocimientos prácticos para aplicar lo aprendido desde el primero minuto.
Formación actualizada
Cada semana un nuevo curso, un catálogo que nunca para de evolucionar y una formación 24/7.
Desarrollo profesional continuo del equipo
Nuestro catálogo en modo suscripción está diseñado para que tu empresa logre la delantera y aplique los conocimientos más novedosos. Un equipo de 10 siempre al 100%
FAQ
Preguntas frecuentes
¿Necesito experiencia previa en análisis de datos para tomar este curso?
No es necesario tener experiencia previa. Este curso está diseñado para ofrecer tanto a principiantes como a profesionales del sector turístico las herramientas y conocimientos necesarios para dominar la materia. Es posible que exita algún curso base que recomendamos seguir.
