Customer Centricity and Customer Excellence to deliver unique service in travel and hospitality

Course Objectives
  • Defining customer excellence and highlighting its importance within the industry
  • Building a rapport with clients – communication and overcoming key barriers with external stakeholders
  • Telephone skills and telephone etiquette – the limitations of a call, preparing for a call, managing and controlling a call, closing a call
  • Questioning and listening skills
  • The use of positive language – positive phrasing and awareness of language that creates barriers/triggers
  • Dealing with different types of people
  • Dealing with difficult people – managing expectations, maintaining professionalism, the balance between assertiveness and diplomacy
  • Handling objections, rejections and complaints
Expected Outcome
  • Enhance their skills in dealing with clients
  • Be more equipped and empowered to deal with challenging scenarios and complaints
Target Participants
  • Customer Facing Employees

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


Katrina Grech
Rachel Russell