Customer journeys, service culture, frontline behaviour, complaint handling, service recovery and customer-care leadership - developed from SFI’s hospitality operating base.
- Customer journey & guest/customer touchpoints
- Customer-service standards & service culture
- Complaint handling & service recovery
- Call/contact-centre service & quality
Who this is for
Hotels, tourism businesses and service organisations. The scope is adapted to the property, team or institutional requirement.
Practical deliverables
- Guest journey and touchpoint review
- Service-recovery practice
- Frontline communication and etiquette
- Service culture and coaching