Duration: Two day program
Introduction
 The tourism industry is the second biggest industry in Malaysia – the need for training for tourism industry staff is crucial to provide exceptional customer service through the projection of a professional image. This program will provide new and seasoned staff with many proven strategies in enhancing communication, people and customer service skills.
Who Should Attend
Front desk staff particularly those dealing with tourists and guests
Course Content
| • Communication Skills |
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- Telephone skills
- Taking messages and handling enquiries
- Choice of words and phrases
- The art of listening
- Dealing with angry customers
- Speaking skills – improve the way you speak and present yourself
- Making presentations |
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| • Customer Service |
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- Standards of customer service
- How to keep customers
- Anatomy of an angry customer
- The golden rule of customer service |
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| • Body Language |
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- “What is body language?”
- How to use body language effectively
- Body language to avoid |
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| • A Winning Image |
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- Image – more than looks
- Making a first impression
- Confidence and grace |
Facilitator: Mr. Muniswaran
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