Event

Caring for Leisure Customers

This one-day course provides an understanding of the importance and impact of service in a leisure environment where consumer standards are higher than ever.  'Caring for Leisure Customers' encourages delegates to define the expectations of customers and highlights the value and qualities of good customer service.  Delegates will explore complaint handling and effective communication, even with 'difficult' customers.  During the day delegates are encouraged to consider their organisations customer service policy and identifying opportunities to maximise their own role in the 'chain' of service delivery.

Who should attend?

This course is suitable for all staff, up to and including management, working with any organisation that offers a 'service' to customers.  Our practical exercises provide a safe environment to explore imaginative approaches to first class service and support the development of the competencies that make good service, exceptional.

Course outcomes

 

By the end of the course delegates will be able to:

• Describe the implications of both good and bad service to both the individual and the leisure organisation;

• Recognise types of leisure clientele;

• Describe their own role in developing first class customer service;

• Demonstrate effective communication skills to support service delivery;

• Recognise the customer service value of complaints;

• Cope with 'difficult' leisure customers;

• Support the development of a customer service culture within their organisations.

 

Technical Area (National Occupationa Standard/Level)

 

Content supports NOS Level 2