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Advanced Customer Service for the Tourism, Leisure and Hospitality Industry

Practical Training for Professionals


£468 inc VAT
Study method
No formal qualification
6 CPD hours / points

24 students enquired about this course

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Location & dates

Somerset House
Temple Street
West Midlands
United Kingdom
EEF Venues
Clifton Down
United Kingdom
Cheadle House
Cheadle Royal Business Park
United Kingdom
150 Minories
City of London
United Kingdom


Advanced Customer Service for the Tourism, Leisure and Hospitality Industry - Overview

An inspirational and interactive course that teaches advanced customer service skills that create a pro-active customer focus within your team.

CPD Value 5.5 Hours


6 CPD hours / points
Accredited by Approved By Law society


Advanced Customer Service for the Tourism, Leisure and Hospitality Industry - Timetable

9.30-10.00: Coffee and Intro. What makes customer service amazing?

10.00-10.30: The essentials of advanced customer service and how to deliver them in the leisure industry.

10.30-11.15: Product knowledge. The backbone of amazing customer service.

11.15-11.30: Coffee break

11.30-12.15: Don’t ignore your competitors. Stay ahead of the game and how to implement it.

12.15-12.45: Advanced communication skills. The WOW factor.

12.45-13.45: Lunch

13.45-14.45: Inspiring our colleagues and employer. How can we get everyone involved? Case studies. Let’s do it their way.

14.45-15.45: Sales is everyone’s business in customer service.

15.45-16.45 Complaint handling strategies. How to get customer feedback that makes the difference.

Finish. Now let’s do it! Action Plan.

Advanced Customer Service for the Tourism, Leisure and Hospitality Industry - Benefits

  • Understand the key elements of outstanding customer service.
  • Recognise the huge role of product knowledge in advanced customer service skills and how to utilise this to your customers delight.
  • How to develop an awareness of competitors and how to use this to improve your own service.
  • Developing advanced communication skills. Understanding responses that delight and negative phrases to avoid.
  • Using current case studies, examine which businesses provide the best customer service and how that can be applied to the leisure industry
  • Recognise and develop selling skills to promote our services
  • Feedback forms. What works? How to ensure customer feedback.
  • Understand effective complaint handling formulas that resolve every time.

Questions and answers


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What does study method mean?

Study method describes the format in which the course will be delivered. At courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.