This is a foundation level guest service program for service teams who are non-native English speakers and who provide a 5-star level of service in English language. This course introduces us to the core principles of customer service. By employing these principles and adopting the correct attitude, we will be able to handle the clear majority of customer interactions with ease no matter how unusual or complicated they are.

The focus of the course is to teach how to handle customer service scenarios through a variety of examples as this is the quickest way that we learn. Examples are provided for many environments such as retail, face-to-face customer service, helpdesk, call center support, medical support and so on. We also explore several methods to handle customer complaints, learn how to say ‘no’ and discover how to tackle different challenges professionally

By the end of this course, participants will be able to:

  • Be highly skilled in guest interactions and enjoy increased confidence

  • Enjoy a reduction in communication breakdowns

  • Increase guest satisfaction scores leading to sustainable profits and repeat business from international customers

  • Lower turnover rates due to demotivated and disillusioned team members

  • Enjoy increased productivity