Welcome Host is a one-day training programme which concentrates on improving customer care skills. It is part of a high-profile national initiative that can help your organisation to:

increase sales and profitability
build repeat business
provide higher standards of service for visitors and local residents
enhance customer satisfaction
reduce complaint levels
improve staff understanding of customer value

The training is aligned to the NVQ Level 2 in Customer Service and provides valuable underpinning knowledge.

The Benefits

Welcome Host can help employees acquire new customer service and communication skills, as well as improving their knowledge of local facilities and services. It will benefit new and more experienced staff working in:

accommodation and catering
travel and transport
leisure and entertainment
retailing
public sector and voluntary organisations
other service sector businesses

Course Content

The Welcome Host programme involves group work and discussion to ensure skills learnt are relevant to each participant.

Welcoming customers

The value of excellent customer service
Why are we here?

Tourism, leisure and hospitality

The benefits of tourism
The value of tourism

Understanding your customers

The customer experience

Delivering service excellence

Key elements of customer service
Customer service trends
Setting and maintaining standards
First impressions

Communicating successfully

The communication process
Types of communication
Are you listening?
That's a good question...
Written Communication
Telephone techniques

Providing information and advice

Presenting information to customers
Knowing your local area
Giving directions

Meeting specific needs

Providing an accessible service
Language and cultural diversity
Welcoming customers of all ages

Dealing with difficult situations

I'm the nice customer
The causes of dissatisfaction
Handling complaints
Resolving problems

Boosting business

Using customer service to boost business
Improving quality

What is Welcome Host?