During ECCIL’s workshop on How to Strengthen Customer Service Skills in the Hospitality Sector with Mrs. Phoylin Phommachack from the Lao National Institute of Tourism and Hospitality (LANITH) in Vientiane as a Teacher/Trainer, the participants who are mainly employees of hotels and restaurants working directly with customers were able to learn about various crucial tactics and skills to enhance their efficiency, as well as effectiveness in delivering favourable services.
The hands-on seminar focused on the following topics:
- The definition and importance of customer service
- Latest trends and new services and in the hotel industry
- Models of expectation and customer satisfaction
- The importance of customer satisfaction
- Characteristics of complaints and basic of effective complaint handling
After the workshop, the participants will be able to:
- Understand key definitions, terminologies, components and the concept of customer service
- Appreciate the importance of good services in the hospitality industry
- Know the trends and newest developments in the hotel industry
- Understand the models of expectation and customer services
- Understand why customers complain and their characteristics
- Apply problem solving techniques adjusted to different customer profiles
* This workshop was conducted in Lao Language
