Leadership Module : Upselling and customer care – Weds 10 Nov, 9.30am – 1.00pm
“How to delight guests so they return and spend more!”
Why do it
– understand needs of guests
– learn how to make a difference
– how to set standards of customer care
– train staff to upsell more
Modules include
– Understanding customers’ needs
– Handling complaints
– Making a difference
– Delighting customers
– Upselling techniques
– Setting KPI’s & Tracking
Outcomes
– Upsell to increase revenues
– How to fix complaints
– Increase guest satisfaction
Trainer
Marc Thornton, DTA Marketing – trainer, marketer and coach – for 25 years to the hospitality industry. Marc has worked with most leading hotels in Ireland and in many different countries including Switzerland and the Caribbean. Marc is a recognised award winning trainer and Thought Leader in Customer Culture. His book “Winning Lifetime Customers” is recognised as a leading authority on customer care.
Price
€35pp – book online
