Customer Focus

Discovering how to build rapport with your customers

Using Moments of Truth to assess your relationship with the customer

Using different techniques to find out the customer’s needs

Listening attentively, showing understanding and giving compliments

Putting yourself in the customer’s shoes

Creating a positive customer experience using WOW moments

Finding solutions to customers’ complaints

Analysing customer satisfaction using the Net Promoter Score

Welcoming customers using the hostmanship philosophy

Applying the seven basic principles of hostmanship

Conversation techniques

Customer satisfaction surveys

The customer journey