Customer Service and Relations
A professional demeanor, active listening, and appropriate responses: welcome, advise, and build customer loyalty with professionalism.…
Introduction
Une formation tournée vers les métiers du tourisme d'aujourd'hui et de demain
The quality of customer service plays a key role in creating a first impression, ensuring customer satisfaction, and building customer loyalty. Beyond just words, it relies on a professional demeanor, active listening, and the ability to provide an appropriate response to every situation.
This training course will help you develop the essential skills needed to welcome, advise, and assist customers professionally. Through real-life scenarios, you’ll learn how to build a relationship of trust.
Target Audience
Employees, job seekers, recent graduates, and individuals undergoing career transition. Particularly suited for professionals in direct contact with customers: hospitality, tourism, retail, services, and administrative reception.
Teaching Methods and Resources
Active and participatory approach: theoretical input, sharing of experiences, case studies, and role-playing exercises. Role-playing exercises allow participants to practice making initial contact, answering the phone, identifying needs, and assisting customers. Course materials, videos, and personalized feedback accompany the exercises.
Assessment of Learning Outcomes
Initial placement test, followed by questionnaires, practical exercises, and role-playing exercises to assess demeanor, communication skills, and the ability to meet customer needs. Final simulation exercise and personalized feedback.
Registration Procedures and Access Timeline
Registration is completed via the “Registration” tab on the website. Access is typically granted within 15 to 20 days, subject to session availability.
Accessibility
Individuals with disabilities are encouraged to indicate their needs during registration. Disability Coordinator: Mr. Nassim OUKACI – nassim.oukaci@academy.honest-inn.com
Objectives & prerequisites
Operational objectives of the course
By the end of the course, participants will be able to:
- Adopt a professional demeanor appropriate for various customer service situations
- Greet and assist customers in person and over the phone
- Identify needs and expectations to provide a personalized solution
- Communicate clearly with different types of customers
- Advise and guide customers by providing them with tailored solutions
- Gather customer feedback and help improve customer satisfaction
- Implement practices that foster trust and loyalty
Detailed Programme (Modules)
La qualité d'un accueil commence avant même les premiers mots. Apprenez à soigner votre présentation, à adapter votre attitude et à maîtriser les codes du savoir-être professionnel pour transmettre une image positive et rassurante.
Développez votre sens de l'observation et votre capacité d'écoute pour mieux comprendre vos interlocuteurs, anticiper certaines demandes et proposer un accueil personnalisé, notamment auprès d'une clientèle internationale.
Apprenez à conduire un entretien d'accueil en face à face ou par téléphone, à poser les bonnes questions et à reformuler les demandes pour apporter des réponses claires et adaptées.
Assurez une continuité de service, du premier contact à la fin de la prestation : orienter et conseiller, anticiper les besoins et valoriser les services proposés. Des exemples liés aux arrivées et départs en établissement hôtelier enrichissent les mises en pratique.
Apprenez à adapter votre accompagnement, à tenir compte des demandes particulières et à créer des échanges qui renforcent la confiance et la perception de qualité du service.
Découvrez comment recueillir les avis, accueillir les retours des clients et y répondre de manière constructive. Identifiez les actions qui favorisent la satisfaction durable.
Jobs & Careers
Why Choose Honest Inn Academy?
Accredited programmes
International recognition
Experiential learning
Immersive teaching
Professional network
Prestigious partnerships
Personalised support
From admission to integration