EKU Manchester Campus
50 University Drive
Manchester, KY 40962
Cost
FREE
Crinda Francke, President and Owner of ExecuTrain of Kentucky, has been working in the training and development industry for over 15 years.
Ms Francke, President and Owner of ExecuTrain of Kentucky in 1990 with a BBA in Business Administration, Ms. Francke worked as a computer analyst and accountant until 1994 when she became the sales manager for ExecuTrain of Lexington. In 1997, she purchased the existing ExecuTrain of Lexington franchise becoming the President and CEO. In 2000, she expanded the ExecuTrain territory by purchasing the Louisville operation and franchise rights. Having worked with hundreds of Kentucky organizations to design, plan, and deliver their employee training programs, Ms. Francke has been involved in all aspects of employee development.
Ms. Francke and her team of ExecuTrain instructors will bring a variety of dynamic new training opportunities to The Business and Community Traiing Center in Somerset.
Contact
Robin R. Moore
rmoore@centertech.com
606.677.6000
Smile: Hospitality Customer Service Training
In 2016, the Kentucky tourism industry experienced its strongest overall economic impact growth rate since 2005. The tourism industry generated $14.5 billion in 2016, with all nine of Kentucky’s tourism regions experiencing gains. Good customer service is essential in the tourism industry.
Poor customer service costs US businesses an estimated $83 billion a year. This half-day class is packed with invaluable tips and advice for those in the hospitality industry. Learn how to improve customer interactions for an immediate boost in sales, build relationships and win repeat business for the long term, boost sales and service confidence, and much more!
Course Outline
Top 10 Customer Service Tips
1: Smile
2: Make a Friend
3: Answer the Phone with a Smile
4: Say Please and Thank You
5: Acknowledge New Customers – Even When You’re Busy
6: Never Ask “Can I Help You?”
7: Uncover Your Customer’s Ultimate Buying Motive
8: Probe: Ask Questions
9: Listen
10: Know Your Product – And Your Competition
Keep Customers Smiling
Eye Contact
Body Language
Telephone Customer Service
Follow-up
Electronic Etiquette
Sell More
Walk, Show and Sell!
Letting Customers Browse and Shop
Controlling the Sale
Asking for the Sale
Prepare: The 6 P’s
Turning Problems into Success Stories
Handle Returns Graciously
Turn Complainers into Advocates
When the Problem is Big
Go the Extra Mile
Under Promise, Over Deliver
Make it Easy
Put the Customer First
Next Steps
This class is offered through a partnership between The Center and Executrain.
