Customer Care for Front Liners within Hospitality

Course Objectives
  • The importance of Customer Care and an understanding of the bigger picture
  • Understanding who our customers are – internal and external customers
  • Making good first impressions – preparation, image, greetings
  • Effective communication with customers – active listening, asking the right questions, identifying needs, seeking clarifications
  • Telephone skills – making calls and answering calls
Expected Outcome
  • Enhance their skills in ensuring optimum customer service whilst adhering to set targets, standards and procedures.
  • Enhance their skills in dealing with clients
  • Be more equipped and empowered to deal with challenging scenarios and complaints
Target Participants
  • Front liners and customer service executives

Deadline to Apply
No of sessions
Time (hrs) per session
Max no of delegates


Katrina Grech
Rachel Russell