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Customer Service Skills CD-Rom
Elsevier Science and Technology
The 'Caterer and Hotelkeeper Guide to Customer Service Skills CDRom' is an invaluable tool to ensure customer satisfaction and consideration at all times.
By means of role play, this CD Rom provides an effective and flexible tool which can be used according to the particular needs of an organization. It demonstrates professional skills that can be used to improve performance and to identify areas of possible concern and where there is room for improvement.
Consisting of 36 role plays, the scenes are split into three distinctive groupings:
- businessman and associate
- single tourist
- child and father
Each group requires very different handling in terms of the way in which hospitality is delivered and this CDRom illustrates the factors that must be considered by all staff involved. Each of the three role play sets are used to illustrate aspects of 'good' and 'bad' communication in the following areas:
- marketing and public relations
- suggestive selling
- guest relations
- responding to client concerns
- building rapport
The role plays provide the opportunity for training at a number of different levels; introductory for new staff and trainees, intermediate as refresher exercises for frontline staff and advanced for experienced staff and those involved in supervision and training.
The CDRom is accompanied by trainer notes for each of the 36 role plays which suggest how they can be used in a training situation.
Specifications: Plays from CD; recommended min. 20MB free memory; 640 x 480 min. resolution; 16 bit colour; CD-Rom drive. Compatible for Mac and PC systems
effective and flexible training tool
demonstrates professional skills which can be used to improve performance
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