Professional Customer Service and Upselling Skills...upselling; cross selling and get new prospect....
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[email protected] REGISTRATION COURSE DESCRIPTION It is the course designed to provide good customer services to all customers including new, exis�ng, and poten�al customers. It may take extra resources, handling guest’s complaint, upselling; cross selling and get new prospect. Good customer services o�en lead to greater customer sa�sfac�on. Mr. Yung Rothmuney 012 634 077 085 777 502 TARGET PARTICIPANTS Front office staff and supervisor, responsible persons and those who taking care of the customer services. LEARNING OUTCOMES DESCRIBE what Customer Services is and why it is important; IDENTIFY the changing nature of customer’s expecta�on and how to meet them; SOLVE the three main types of customer’s problems; IDENTIFY the excep�onal customer service in six areas; IDENTIFY how great customer services benefits everybody involved. COURSE MODULE Module 3: Customer Services skills & Professional ABOUT TRAINER TRAINING FEE Module 1: Customer Services & Develop Customer First Impression Module 4: Customer Trait’s and Handling Complains Member: USD170 net/person Non-member: USD220 net/person Included lunch, learning materials and cerficate. Note: Fee excluded any taxes. In past years, he jumped his career into the hotel indus- try where he has been star�ng his career as Sales Execu- �ve at Phnom Penh Hotel and promoted to be Senior Sales Execu�ve. Years later, he stepped up his career growth as the Sales Manager at Royal Angkor Resort & Spa, and Director of Sales & Marke�ng of Angkor Miracle Resort & Spa. He is currently serving as the Corporate Sales Manager for group of hotels. He has been u�lizing his exper�se and skills in many hospitality services such as front desk, customer services, room services, cater- ings and restaurant management services. Beside his key responsibili�es, he is from �me to �me serving as the internal trainer to coach and mentor the services staff on techniques and arts to handle customer’s complaints and enhance their day to day professionalism. July 17-18, 2019 | 8.30 am to 5.00 pm | Hotel/Restaurant | Deadline: July 14, 2019 Module 2: Quality Customer Services & Barrier to customer outstanding The 7 Essen�al Steps to excellent Customer Services How to iden�fy customer’s needs and wants Module 5: Up-selling and Cross-selling Professional Customer Services and Up-selling Skills 10 Keys to Great Customer Services How to improve your communica�on skills How to stop being SHY How to speak confidently and effec�vely 12 things that ruin a first impression immediately What do you say, to all these obstacles? Customer services recovery Customer’s traits and how to develop Why Customer Services ma�er How to handle customer’s complaints What is customer experience management? LAST Method to handle angry guest What is up-selling? Up-selling vs. Cross-selling Five Up-selling and Cross-selling techniques Close and open ques�ons 5+ WH ques�ons Understanding Customer’s expecta�on Customer Services vs. Customer Experiences Excellent Customer Services skills How much you know Customer Services? Importance of gree�ng customers Professional ways to greet your customers Define unsa�sfied customers Pofessional ways to delivery presenta�on Customer management skills
Transcript of Professional Customer Service and Upselling Skills...upselling; cross selling and get new prospect....
COURSE DESCRIPTION
It is the course designed to provide good customer services to all customers including new, exis�ng, and poten�al customers. It may take extra resources, handling guest’s complaint, upselling; cross selling and get new prospect. Good customer services o�en lead to greater customer sa�sfac�on.
Mr. Yung Rothmuney 012 634 077085 777 502
TARGET PARTICIPANTS
Front office staff and supervisor, responsible persons and thosewho taking care of the customer services.
LEARNING OUTCOMES
DESCRIBE what Customer Services is and why it is important;IDENTIFY the changing nature of customer’s expecta�on andhow to meet them;SOLVE the three main types of customer’s problems;IDENTIFY the excep�onal customer service in six areas;IDENTIFY how great customer services benefits everybodyinvolved.
COURSE MODULE
Module 3: Customer Services skills & Professional
ABOUT TRAINER
TRAINING FEE
Module 1: Customer Services & Develop Customer First Impression
Module 4: Customer Trait’s and Handling Complains
Member: USD170 net/personNon-member: USD220 net/personIncluded lunch, learning materials and certificate.Note: Fee excluded any taxes.
In past years, he jumped his career into the hotel indus-try where he has been star�ng his career as Sales Execu-�ve at Phnom Penh Hotel and promoted to be Senior Sales Execu�ve. Years later, he stepped up his career growth as the Sales Manager at Royal Angkor Resort & Spa, and Director of Sales & Marke�ng of Angkor Miracle Resort & Spa. He is currently serving as the Corporate Sales Manager for group of hotels. He has been u�lizing his exper�se and skills in many hospitality services such as front desk, customer services, room services, cater-ings and restaurant management services. Beside his key responsibili�es, he is from �me to �me serving as the internal trainer to coach and mentor the services staff on techniques and arts to handle customer’s complaints and enhance their day to day professionalism.
July 17-18, 2019 | 8.30 am to 5.00 pm | Hotel/Restaurant | Deadline: July 14, 2019
Module 2: Quality Customer Services & Barrier to customer outstanding
The 7 Essen�al Steps to excellent Customer ServicesHow to iden�fy customer’s needs and wants
Module 5: Up-selling and Cross-selling
ProfessionalCustomer Services and
Up-selling Skills
10 Keys to Great Customer ServicesHow to improve your communica�on skillsHow to stop being SHYHow to speak confidently and effec�vely12 things that ruin a first impression immediatelyWhat do you say, to all these obstacles?
Customer services recovery Customer’s traits and how to develop Why Customer Services ma�erHow to handle customer’s complaintsWhat is customer experience management?LAST Method to handle angry guest
What is up-selling?Up-selling vs. Cross-selling Five Up-selling and Cross-selling techniquesClose and open ques�ons5+ WH ques�ons
Understanding Customer’s expecta�onCustomer Services vs. Customer Experiences Excellent Customer Services skills
How much you know Customer Services?Importance of gree�ng customersProfessional ways to greet your customersDefine unsa�sfied customersPofessional ways to delivery presenta�onCustomer management skills
