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Customer Service In the Hospitality Industry

Course duration:

1 full day 



Price available on request 



Can be run as an in-house course or training facilities can be sourced 


Make a booking or enquire:

This email address is being protected from spambots. You need JavaScript enabled to view it.

or call 07789 908592

Course Overview

In this competitive economy it is essential that you attract and keep clients. Customer service is a critical part of this process. In the hospitality industry, not only does a friendly acknowledgement go a long way it is an essential part of the upsell process.

Given the current economic climate individuals take much care and attention to where and how they spend their money. Once they have decided to walk into your premises they have already made a decision to spend money with you and have high expectations that you will ensure their experience is enjoyable.

They have shown that they are willing and able to spend money with you. It is now your duty to ensure they want to continue to spend more money with you and that they have a thoroughly enjoyable experience whilst doing so that they not only come back again but also refer your services to others.


Topics Covered:

Communication skills

  • Understanding communication skills – listening, questioning, clear language
  • Body language – the importance of a smile
  • Voice – tone, pace, words


Handling difficult customers

  • Building personal confidence
  • The effect of words, tone and voice
  • Understanding the need for good listening skills
  • Developing a questioning technique, prompting answers on which to base decisions
  • Taking responsibility without taking the blame
  • Personal discipline and control, handling pressure
  • Summarising customers wants and needs – action and agreement


Understanding your company brand and goals

  • What image does your company want to portray?
  • How does your company want customers to feel?
  • What does your company want customers to say about it?
  • Learn how to encapsulate your company’s customer goals in your interaction with customers.
  • Surprise and delight the customer
  • How to make the customer feel important
  • Doing what you said you would do
  • Exceeding expectations


Adding value through upselling

  • What is upselling
  • How upselling can give you a competitive advantage
  • When and how to use upselling to add value and increase sales


Outcomes Of the Course:  

red arrow bullet  Fully realise the fundamental need for excellent and professional customer handling skills

red arrow bullet  Confidently look forward to serving a customer

red arrow bullet  Understand the importance of first impressions and how to portray a perfect company image

red arrow bullet  Assertively handle difficult customers and turn them into raving fans

red arrow bullet  Use communication skills to determine precise requirements

red arrow bullet  Ensure that all customers are responded to quickly and made to feel uniquely important! 

red arrow bullet  Upsell with confidence and ensure a win win experience for both the customer and the company


Benefit To The Organisation:   

  • Ensure that employees portray a positive company image and deal with customers effectively
  • Improves the quality of your brand
  • Increases employee confidence in handling difficult customers
  • Improves employee communication skills as a whole
  • Improves sales and customer retention


Who should attend: 

  • This course is essential for bar and catering staff in contact with customers.
  • Companies wishing to increase their sales revenue by offering an improved customer service and introducing upsell techniques


Make a booking or enquire:

This email address is being protected from spambots. You need JavaScript enabled to view it.

Call Leanne on 07789 908592



 07789 908592

This email address is being protected from spambots. You need JavaScript enabled to view it.

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