Category:

Hospitality & Restaurant Courses, Housekeeping & Maintenance Courses

Description
Curriculum

Customer Service and Guest Experience Design Course

Customer Service and Guest Experience Design Course Overview

The Customer Service and Guest Experience Design Course, tailored to the hospitality industry, is designed to provide students with the knowledge and skills essential to delivering exceptional customer service and designing memorable guest experiences. In today’s competitive business world, your organization would thrive if you can create outstanding customer experiences for your customers. This is a key differentiator for success. During the course of training, participants would be exposed to the various principles and practices related to delivering exceptional customer service through hands-on training, case studies, and real-world examples. At the end of the training, participants would be fully equipped with the knowledge and skills required to excel in delivering excellent customer services and memorable experiences.

Who Should Attend

Anyone enthusiastic about learning how to deliver excellent customer service
Professionals in the Hospitality industry in charge of guest experience and service
Job-seekers looking to start a career in customer service
Managers and senior-level executives in the hospitality industry

Programme Outline

Introduction to Customer Service and Guest Experience

Defining customer service and guest experience
The significance of customer satisfaction
Identifying touchpoints in guest experiences

Customer Service Principles

Effective communication and active listening
Handling customer inquiries and complaints
Building rapport and trust
Empathy and understanding of customer needs

Service Standards and Quality Assurance

Setting service standards and expectations
Measuring and improving service quality
Service recovery and handling difficult situations
Role of employee training and development

Guest Experience Design

What is guest experience design?
The importance of emotions in experiences
Design thinking in guest experience
Creating customer personas and journey mapping

Implementing Guest Experiences

Designing physical and digital touchpoints
Creating immersive experiences
Personalization and customization
Evaluating guest experience effectiveness

Facilitators

Adeola Badmus

I am Adeola, my 15-year professional career has spanned several roles, organizations, and sectors. I served as a project manager in IntroIT Consulting, Head of Institute / Chief Operating Officer for the Institute for Advance e-Studies, I currently hold the position as the senior project consultant & marketing director for Piston & Fusion. My qualification includes MSc. In Marketing, BSc. In Business Administration, Digital Marketing, PMP, PRINCE 2, NEBOSH, Level 3 Award in Education & Training. I have been privileged to attend some of the best institutions globally, the University of Lagos, Lagos Business School, and the University of Liverpool (UK). I am a member of AMA, PMI & IOSH. I have trained over 4000+ professionals in marketing, branding, project management, data analytics, and other business-related programs.

Enrollment Criteria

Participants enrolling for this programme will be required to have minimum of 3 years’ professional experience. Participants who meet the programme requirement should pay the course fee and complete the enrollment form 2 weeks before the programme kick off date.

Prospective applicants who do not meet the programme requirement but wants to join the programme should should follow the process detailed below.

Application Process

Start a chat with the online course adviser or complete the application form
Application will be reviewed by programme committee
Application acceptance will be communicated by programme committee
Pay the programme fee after receiving acceptance from the committee
Check your mail for programme schedule and payment confirmation

Enroll Now

Amount Paid

Payment Date (MM/DD/YY)

Preferred Training Location

Course of Interest

Preferred Training Batch

Plan

Participant’s Experience

What is included in the Course Programme Pack

Practice Manual & Textbook
Participants workbook & Exercises
Templates for professional practice
Local & international case studies
Recognized Certification of Completion
Branded Personalized programme pack & stationaries
Breakfast & Lunch
3 Star Accommodation (Optional – Available on Request)

Kindly note all training materials for the Virtual Online classes will be in electronic formats (PDF & MS Word)

Customer Service and Guest Experience Design Course Fees & Dates for Upcoming Classroom & Virtual Online In 2023

Piston and Fusion offer the Course as Classroom in Lagos and Virtual Online Class in other states in Nigeria. See dates and fees for classroom and virtual online class.

Event Management Programme
Course Objective:	The Programme’s focus is to help participants design quality guest experiences and deliver excellent customer service

Classroom
Weekday Date:	Contact Us
Weekend Date:	Contact Us
Location:	122a Obadina Street, Omole Phase 1 Ikeja Lagos

Virtual Class	Fee: ₦100,000 \| $160
Weekday Date:	Contact Us
Weekend Date:	Contact Us
Location:	Microsoft Teams \| Zoom

Anthony Ani

“Relocating to Canada was the most challenging decision I and my family had to make, the uncertainties of a new country. I was determined that I won't risk everything to start earning minimum wage. I took my PMP training with Piston & Fusion, earned my certification at the first attempt, and to be honest it has elevated my career trajectory”

Gabriel Eluke (Human Resources/Admin) | Netcom Africa Limited

"I became a professional Human Resource personnel after my training with piston and Fusion. It brought a great turn around to my career and remains one of the best decisions I ever took. "

Okhueleigbe Usifo (Construction safety officer/ OFA) | Beedie Construction Canada

"The firm I worked with in Abuja had not paid salaries for 5 months, I decided to leave the country, and left for Dubai. I applied for a safety officer vacancy, out of 15 applicants I was the only person that was selected with HSE level 1, 2 and 3 certificate. I thought getting a job here would be difficult but my certificate helped me."

Uju Edinbus | Perform Group (Goal.com)

"I wanted to change my job, I needed something to give me the advantage to switch jobs. My friend advised I take a digital marketing course, after the training I started prospecting jobs, I got a call for my first interview, at the interview I was grilled extensively on my credentials, thanks to my digital marketing knowledge I got what I will describe as my dream job."

Mojisola Mosuro PMP | ExxonMobil

“As a fresh graduate I knew getting a good job would be a challenge. I researched online for a professional course to boost my CV, and I found P&F Project Management course. I completed the course. I have since changed jobs 3 times. Project Management. was the best Decision I made.”

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Why Piston & Fusion Is Ranked Amongst the Best Business Institute In Nigeria

We have trained 6000+ professionals
We have over 10 years industry experience
Our facilitators are experienced and certified
We offer post training career advice and support

People who enrolled for this course, also enrolled for the following courses

Hospitality Management Studies	Food Safety and Hygiene in the Catering Industry
Event Managment	Fleet Management

All You Need to Know About Customer Service and Guest Experience Design

What is Experience Design?

Experience Design is a strategic approach that aims to establish emotional connections with customers by meticulously orchestrating both tangible and intangible service components

What is The Difference Between Customer Experience and Experience Design?

Customer experience encompasses the entirety of a customer’s interaction with a brand, while Experience Design which is a subset of Customer Experience, concentrates on the intentional design of specific touchpoints to create memorable and emotionally meaningful experiences within that broader customer journey.