DYNAMIC CUSTOMER SERVICE
This two-day program empowers hospitality professionals to deliver exceptional guest experiences that build loyalty and positive reviews. Through interactive activities and real-world scenarios, participants will master professional engagement, confident complaint handling, and personalized service that goes beyond expectations.
Who Should Attend
- Frontliners, supervisors, managers, and hospitality professionals seeking to elevate guest service delivery and create memorable customer experiences
TRAINING METHODOLOGY
Our approach combines theory with practice to ensure participants gain both knowledge and hands-on skills:
- Interactive Lectures – Deliver core concepts in an engaging, participatory format.
- Role Plays – Simulate real workplace scenarios to build confidence and practical skills.
- Group Discussions – Encourage idea sharing, peer learning, and collaborative problem-solving.
- Case Studies – Analyze real-world examples to connect theory with practice.
- Practical Activities – Apply learning through hands-on exercises for immediate workplace relevance
COURSE OBJECTIVE
By the end of this programme, participants will be able to:
- Understand the essence and importance of dynamic customer service.
- Apply effective communication techniques to engage with guests.
- Develop emotional intelligence and empathy in service delivery.
- Handle complaints and difficult situations with professionalism.
- Build lasting guest relationships through personalized service.
- Create memorable guest experiences that drive loyalty and positive reviews.
Course Content
Day 1: Foundations of Dynamic Service
Session 1: The Essence of Dynamic Customer Service
- Defining what makes service truly “dynamic”
- The role of service excellence in hospitality
- Service mindset vs. transactional service
- Activity: Group discussion – “My best and worst customer service experience”
Session 2: First Impressions & Guest Perception
- The power of greetings, tone, and body language
- Grooming, etiquette, and professional appearance
- Creating a warm and welcoming environment
- Activity: Role-play – “First impression counts”
Session 3: Communication Excellence
- Verbal and non-verbal communication skills
- Active listening and effective questioning
- Building rapport with different guest types
- Activity: Paired listening & empathy exercise
Session 4: Emotional Intelligence in Service
- Understanding guest emotions and expectations
- Responding with empathy and genuine care
- Managing personal emotions under stress
- Activity: Case study – “Turning an angry guest into a loyal customer”
Day 2: Applied Customer Service Excellence
Session 5: Handling Complaints & Service Recovery
- Common types of guest complaints
- Steps to effective service recovery (LEARN/HEART models)
- Turning complaints into opportunities for loyalty
- Activity: Role-play complaint handling scenarios
Session 6: Personalizing the Guest Experience
- Anticipating guest needs and preferences
- Adding value through thoughtful gestures
- Creating “wow” moments in service delivery
- Activity: Group brainstorming – “Design a memorable guest experience”
Session 7: Teamwork & Internal Customer Service
- Importance of cross-department collaboration
- Internal service as the backbone of guest satisfaction
- Fostering a supportive, service-oriented culture
- Activity: Team challenge – “Chain of Service”
Session 8: Sustaining Service Excellence
- Establishing service standards and SOPs
- Embracing continuous improvement and feedback
- Personal action plan for service excellence
- Activity: “Service Pledge” – sharing one commitment to improve guest service
Enquiry
Or Call Us : +6016 338 2229
Course Schedule
Date: 2 Days
Time: 9 AM – 5 PM
Course Fee
Inclusive of training material, certificates & meals.
Our course is HRDF claimable.
Contact us to claim for promo rate.
Location
Axon Consultancy Sdn Bhd
No. 2-2, Plaza Usahawan Genting Kelang,
Jalan Danau Niaga 1, Taman Danau Saujana,
53300 Kuala Lumpur.
Certificate
- A Certificate of Attendance will be issued upon meeting the following criteria.
- To qualify for the award of the award of the Certificate of achievement, a participant must achieve 100% attendance and participate in all team discussions
Registration
Enquiry
Or Call Us : +6016 338 2229
About The Trainer & Programme
To know more about our trainer, download brochure.