TOGETHER TOWARDS QUALITY SERVICE (TTQS) - (Four days, a total of 16 hours)

Customer Service Training Master Class in Hospitality Industry

Innovative Customer Service training is all about empowering the roles of hospitality customer service professionals for the first time, by learning and mastering four main elements of the TTQS Model, namely, host, guest, product, and quality service. You will not find anywhere else delivering customer service training following this model. It also filled in with inspirational real-life experiences, brainstorming, quizzes, videos, role play, and unique storytelling for an unforgettable learning experience.

 

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Training Understanding Form

Why Innovative Customer Service Training?

This training using the “Together Towards Quality Service Model,” is vital to all customer service professionals that are not only about on how to deliver quality service, but is equally important, is about empowering the roles of these professionals like yourself, by learning the main 4 Elements of the TTQS Model, namely;

Enhancing these four elements that based on customer-centric culture, by upscaling hosts’ professionalism, be open-minded on a paradigm shift, and understand your guests better by mastering economic experience. You will be learning how to relate to ancient and modern Hospitality in delivering quality service.  Then, you will be introducing to current quality methodologies in providing quality service.  Finally, induced with great memorable guest experience, from real-life examples, resulting in gaining more loyal customers, repeated business, and transformation to the moment of truth for both hosts and the guests.

Today’s most industries, including Hospitality, demands employees who make decisions and can take responsibility and being responsible for their actions. Innovative customer service training will open the doors of empowerment and responsible customer-centric teams who deliver quality services and make a real difference in Hospitality working culture.

The key to putting together a base of loyal guests/customers is simple: provide quality service efficiently and well-mannered. Your customer-centric team will be well prepared and understood the importance of staying sharp in how they do their jobs, and being mindful of consistency, meeting guest’s expectations is critical in maintaining loyal guests and the business bottom line.

From your front of the house to the back and other departments, each employee represents the organization. They play an essential part in your guest journey. The Innovative Customer Service Training will prepare all employees from different levels to be a complimentary guest’s ambassador. In today’s competitive hospitality services industry, it’s not enough to smile, offer prompt services, and meet your customers’ expectations. Today’s customers demand more with an additional level of service from employees. Innovative customer service training explores the needs and wants of our guest profiles and determine the exceptional quality service to exceed their expectations.

If services offered and come from the heart, that is the same as giving genuine Hospitality. Undoubtedly, guests feel excited and taken care of in the delivery of quality service as a team. Innovative customer service training explores ancient Hospitality in delivery genuine Hospitality, understanding the realm of economy experience in exceeding guests’ expectations, using a service quality model combined with mindset shift to create a tremendous memorable guest experience.

Benefit for Organization and Delegates

Learning Objectives

After attending this training, delegates should be able to:

Course Preview

Module One. (5 hours including 15 mins break)

CHAPTER ONE.

  • Introduction: TTQS
  • Benefits & Learning Objectives
  • The TTQS Model

CHAPTER TWO:

  • The Origin & Ancient Hospitality
  • The word “hospitality.”
  • Origin & Meaning.
  • Middle Eastern ancient Hospitality

CHAPTER THREE:

  • Service & Hospitality
  • Definitions: Service & Hospitality

CHAPTER FOUR:

  • Know your guests/customers.
  • Introduction: Know your guests to exceed expectations
  • Types of guests, traits, and needs

Module two. (5hrs including 15 mins break)

CHAPTER Five.

  • Four E’s of Experience Economy
  • Objectives, overview & introduction of services experience
  • Four Realms of Experiences

CHAPTER Six:

  • Exceeding guest’s expectations
  • Introduction & the triple P’s

CHAPTER Seven:

  • Professionalism in the hospitality industry
  • Introduction: What is professionalism?
  • Professional Attributes, dimensions & characteristics

CHAPTER Eight:

  • The Paradigm shift – “Aha” moment
  • Introduction: Person’s and social paradigms
  • The Power of Paradigm Shift

Module Three. (3hrs including 10mins break)

CHAPTER Nine.

  • Quality Service
  • The SERVQUAL Model
  • Five dimensions (RATER)

CHAPTER Ten:

  • Handling Complains
  • Use of L.U.A. to resolve disputes
  • Preparation for Final Training Evaluation

Day 4: Last Module Four. (3hrs including 10mins break)

CHAPTER Eleven:

  • Great memorable Guest Experience – GMGE
  • Introduction, guest experience equation, and service culture
  • Examples of Real-life Experiences in creating GMGE

CHAPTER Twelve:

  • Moment of Truth
  • Moment of truth in the workplace and customer service
  • Final Evaluation Session and feedback. (one hour)

Workshop Delivery Format

Who should attend?

Who can benefit from this training?

Workshop Methodology:

Certifications:

All our courses are KHDA (Knowledge and Human Development Authority in Dubai, U.A.E.) certified.

 

Certifications

All our courses are KHDA (Knowledge and Human Development Authority in Dubai, U.A.E.) certified.

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