Customer Service Training *Sample Course Outline

FOCUS: GUEST SERVICE TRAINING
CLIENT: Zoological Institute

Class Outline

1. Welcome/ Introductions
2. Review Class Outline
3. Guest Service – The ‘Experience’ of Service
4. The Commonalities of Great Service – ‘Five Keys’
5. Service Expectations: Your Role in Customer Service
6. Grooming- Standards and Importance
7. Role Play Exercises
8. Communication- Dealing with Guests with Disabilities
9. Review
10. Quiz