CUSTOMER SERVICE & HOSPITALITY TRAINING
Ignite has taught thousands of professionals to deliver personal service that is genuine, warm, and unobtrusive. We tailor our programs to meet the specific challenges and demands you and your staff face every day. In these sessions, your staff will
learn various aspects of great customer service, including anticipating needs, exceeding expectations, empowering employees, creating a trans-organizational level of service, making customers feel understood and appreciated, and turning challenges into opportunities. Our sessions will
spark energy and engagement on your team and your customers will be excited and energized as a result. It is a genuine win-win for your staff and your customers.
[–] customer service sessions
Consistency And Professionalism
The key to building a base of loyal customers is simple: provide a reliable product or service in an efficient and courteous manner. We return to restaurants because we crave a certain menu item; and we count on it being prepared the same way every time. This is also true for all service providers. Customers come back because they are familiar with a business and count on a consistently pleasant experience. Teaching your employees the importance of staying sharp in how they do their jobs, and being mindful of consistency, is critical in maintaining a high return in customers.
Building A Culture Of Responsibility And Empowerment
One of the most talked about, and often least understood, words in business today is empowerment. Our goal is to not only have your people understand what empowerment is, but also to help you create a culture where a sense of responsibility and empowerment thrives. Today's workplace needs staff who can take responsibility, make decisions, and be accountable for their actions. This session gives you the road map to building responsible and empowered work teams and moves your staff to make a real difference in the workplace.
Everyone Is A Salesperson
From your receptionist to your janitor to your security officer, every employee represents your business. (And sometimes they have more contact with your customers than you do!) How confident are you that everyone on your staff is a positive ambassador for your organization? How familiar are they with your products and services? Do they know what to do when asked a question they can't answer? Are they helping to maximize your sales through cross-selling and up-selling techniques? This is a fun session, which helps build a sales mentality that ensures better service to your customers, while increasing your sales.
Exceeding Customer Expectations
In today's marketplace, it's not enough to simply meet your customers' expectations. Today's customers demand an additional level of service from your employees. In this session, we explore the needs and wants of specific customer/guest profiles and determine the service levels that each requires. We ask our participants to "walk in your customers' shoes" and knock their socks off with exceptional customer service.
Hospitality From The Heart
We all have a customer role, as we frequent restaurants, hotels, banks, department stores, and supermarkets on a daily basis. The secret to giving genuine Hospitality from the Heart comes from our own experiences of receiving Hospitality from the Heart, which is when employees make customers feel excited and delighted in the delivery of products or services. In this session, we explore our own service turn-ons and turn-offs; and we discuss techniques that anticipate customer needs, making the customer feel understood and respected and turning complaints into opportunities to provide exceptional personal service.
One-Stop Shopping
As an employee, when a customer brings a concern or complaint to your attention, YOU OWN IT! Outstanding customer service happens when all team members take responsibility and accountability for any customer issue that comes their way. In this session, we discuss the role that empowerment plays in true one-stop-shop service delivery. Your staff also learns empathetic listening skills, practice creative problem solving, and determine how to follow up with customers to ensure they have exceeded expectations.
SERVICE: F.I.R.S.T. To L.A.S.T
This newly developed session reinforces the service basics that are the foundation of customer service excellence. Through a series of interactive skill practices, participants hone their service techniques, as well as gain the tools necessary to handle difficult customer situations. This seminar is a must for customer service associates, who gain confidence and enthusiasm for the art of service and the practical skills needed to handle difficult customer interactions.
Effective Communication
It takes a team that communicates effectively on an internal level to deliver exceptional personal service to their external customers. In this session, we explore the basics of communication competence. Your staff practices the skills of delivering clear messages, requesting feedback, choosing appropriate communication channels and determining the breakdowns that impede successful communication on the team. We also present a model that assists in assuring that your team is always in solution-mode, as opposed to feeling victimized by problems and complaints.
[–] hospitality specific training
Through on-the-job coaching and in classroom sessions, Ignite energizes hospitality staff to provide exceptional guest service. Our experts—all experienced in the industry—deliver a wide array of high-energy programs that focus on the development of guest-driven technical and service strategies. In addition to Customer Service training, our hospitality programs are ideal for all aspects of your operation, including training for food and beverage, front office, and housekeeping personnel.
Food And Beverage Sessions:
These sessions are ideal for line staff who work in the front or heart of the house. We offer a broad selection of programs centered on the philosophy of "service through the guests' eyes."
- Performing To Standards
- The Importance Of Product Knowledge
- Appropriate Guest Communication
- Suggestive Selling Techniques
- Professional Dining Room Service
- Dealing With Difficult Guest Situations
- In-Room Dining Training
- Banquet Service Training
Front Office Sessions:
These high-energy programs, designed for all levels of front office and rooms division staff, focus on the development of guest-driven technical and service strategies.
- How To Be A Professional Guest Service Agent
- Performing To Standards
- Effective Telephone Etiquette
- Consistency And Professionalism
- Reservation Sales Training
- Everyone Is A Salesperson
- Appropriate Guest Communication
- Dealing Aith Difficult Guest Situations
- How To Be A Professional Bellperson
Housekeeping Sessions:
These programs increase awareness of the technical aspects of being a professional Room Attendant, while also reconfirming the importance of insuring guest satisfaction and providing personal service.
- Guest Room Inspection
- Performing To Standards
- Consistency In Guest Rooms
- Personal Service Basics
- Appropriate Guest Communication
- How To Be A Professional Room Attendant Or Houseperson
[–] hotel / restaurant openings
We love to open hotels and restaurants! Our Ignite experts, all experienced in the hospitality industry, provide a broad range of services to assist you in a successful opening. Our services extend from creating interview templates which insure you are targeting the right team, to determining the onboarding process to effectively orient that team, to assisting in the creation of performance standards that reflect the service level that you anticipate, to conducting training sessions that will inspire your team to deliver exceptional service from day one. Classroom sessions and on-the-job coaching are fundamental components of our opening training, which sets your staff up for success in their delivery of exceptional personal service to your guests.
