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

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

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.

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

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

    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
    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

    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.