Customer Service Training Courses
for Hospitality and Tourism Professionals

Independent Hoteliers, Property Managers, Investors and Retailers

You’re in the hospitality business because you do it for the people. Whether that’s because you love working with them or you love taking care of them!

But today, guest expectations are higher than ever. To meet—and even exceed—those expectations, you need:

🔸 A dedicated, professional team that’s always ready to deliver.
🔸 A well-trained team that understands your values and standards, creating unique moments and offering an unforgettable experience for every guest.

Training and integrating your staff—whether permanent or seasonal—takes time and energy. 

My mission? To become your trusted partner, working closely with you to empower your employees at every stage of the client journey—from the first online search to the thank-you note after checkout.

Together we will…
  • Create clear, solid procedures that instill confidence in your staff, making them feel valued and equipped to deliver exceptional service.

 

The end result? A productive, empowered team that’s ready to exceed client expectations!

With over 30 years of experience working with diverse, multilingual teams, I understand how to build systems that boost morale, foster client loyalty, and deliver the WOW experience.

Your business thrives on people—both your clients and your team—and I’m here to help both flourish.

Let’s transform your team from productive to exceptional—ready to deliver the kind of service that keeps your clients coming back again and again!

A La Carte
Customer Service Training Workshops

Training course and workshops are available as half or full day intensives.
We recommend a maximum capacity of 12 people to create an effective learning atmosphere.

The Fundamentals of Customer Service

Objectives: The fundamentals of service revisited for an exceptional customer experience! Let’s explore the challenges of customer relations, its key principles, and best practices for building strong and lasting relationships with your clients.

Improve customer  service through practical techniques and play roles.

✓ Enhance communication skills of each participant by focusing on active listening and responsiveness.

✓ Promote a positive corporate culture that values and inspires employees to fully engage in their roles.

Content :

The workshop covers several crucial aspects of customer relations, divided into different stages and key themes:

  • The challenges of customer relations and the impact of your actions: Understand the importance of the first impression, including attire, body language, tone of voice, and quality of listening.
  • Respectful Interactions: Master polite expressions and personalize exchanges for impeccable courtesy.
  • Proactive Attitude: Cultivate a proactive and solution-oriented approach and maintain a positive attitude in all circumstances.
  • Professional Integrity: Act with ethics, transparency, and honesty regarding the products and services offered, while managing errors constructively.

 

Expected Results :🚀

  • Optimization of customer satisfaction
  • Strengthening customer loyalty through positive and personalized interactions
  • Improvement of professional skills in verbal and non-verbal communication, reception, and ethics

 

Designed for : Anyone involved in customer relations, from frontline staff to team leaders.

 

Pricing :
Customised to your needs. Feel free to contact us for more details and a personalized quote.

Calm the Storm: the Art of Handling Customer Complaints

Objectives: Develop the skills needed to effectively manage customer complaints and turn a complaint into an opportunity for customer improvement and loyalty.

✓ Develop complaint management skills

✓ Transform complaints into opportunities for improvement

✓ Strengthen customer trust and loyalty

✓ Improve communication and active listening techniques

✓ Learn to defuse tense situations with confidence and empathy.

Content:

  • Introduction to complaints management: Understanding the importance of properly managing customer dissatisfaction.
  • Conflict management techniques: Learning practical techniques for maintaining self-confidence and calming tense situations.
  • Problem-solving steps: A step-by-step guide to understanding, identifying and resolving problems and restoring customer confidence.
  • Case studies and role-playing: Exercises in managing real complaints to apply the techniques learned.
  • Feedback and continuous improvement: Analysing the causes of problems and proposing sustainable solutions to avoid their recurrence.

 

Expected Results : 🚀

  • Approach complaints with a positive and empathetic attitude.
  • Use effective communication techniques to defuse conflict situations.
  • Quickly identify the causes of complaints and propose appropriate solutions.
  • Restore and strengthen customer confidence in the company.
  • Contribute to the ongoing improvement of internal processes by reporting customer feedback.

 

Designed for : 

This workshop is primarily aimed at professionals who are in direct contact with customers, as well as those involved in managing complaints and claims within the company

 

Pricing :
Customised to your needs. Feel free to contact us for more details and a personalized quote.

Effective Communication

Objectives: Designed to transform your approach to communication, equipping you with the skills to positively influence every interaction with your customers.

✓ Enrich your communication skills and transform the way you connect with your customers.

✓ Transform your interactions for greater impact and effectiveness, by learning to communicate persuasively and clearly.

✓ Strengthen your customer relationships enabling you to respond precisely to their needs.

✓ Master the art of professional communication and boost your confidence.

Content :

  • The power of body language and vocal tone to maximise the impact of your exchanges.
  • The keys to clear, high-impact verbal communication that captures and holds the attention of your audience.
  • Best practices for asking and answering questions effectively, facilitating better understanding and constructive exchange.
  • Strategies for overcoming barriers to effective listening and managing the “no“, so as to turn objections into opportunities.
  • Practical exercises to reinforce your skills and boost your confidence.

 

Expected Results : 🚀

  • Communicate with clarity and conviction, making every interaction more productive.
  • Respond to each customer’s specific needs with confidence, improving customer satisfaction.
  • Handle objections with professionalism, strengthening your credibility and that of your company.
  • Immediately apply the techniques learned to improve your day-to-day interactions, increasing your effectiveness and influence.

 

Designed for:
Any professional in direct contact with customers or looking to improve their communication skills.

 

Pricing :
Customised to your needs. Feel free to contact us for more details and a personalized quote.

How to WOW Your Customers and Add Value to Boost Your Business

Objectives: Learn how to exceed your customers’ expectations. Discover the keys to offering personalised, unforgettable experiences. Make every interaction a memorable and positive moment, strengthening customer satisfaction and loyalty.

✓Exceeding expectations: Learn to identify and exceed customer expectations on a regular basis.

✓Creating memorable experiences: Using specific techniques to create moments of wonder with every interaction.

✓Develop lasting trust: Build and maintain trust with customers through consistency and reliability in service.

✓Foster customer engagement: Engage customers in ways that encourage loyalty.

Content :

  • Establishing a customer-focused culture : Embedding the philosophy that customer service is not a department, but a culture to be embraced at all levels of the organisation.
  • Strengthening communication skills: Techniques to improve direct interaction with the customer, (verbal and non-verbal communication, active listening, and empathetic response) to ensure clarity and empathy in all exchanges.
  • Proactive expectation management: Defining customer expectations and systematically exceeding them to reinforce customer confidence and satisfaction.
  • Strategies for delighting customers: Techniques for creating unique and unforgettable moments.

 

Expected results : 🚀

Participants will acquire skills to:

  • Elevate the customer experience: Transform ordinary interactions into exceptional moments.
  • Build loyalty through excellence : Engage customers in ways that strengthen loyalty and promote positive word-of-mouth.
  • Reinforce the service culture: Contribute to a  culture focused on service excellence and exceeding expectations.

 

Designed for:
Ideal for professionals in direct or indirect customer contact, including sales, support, and management teams. Also beneficial for companies looking to strengthen their customer service culture.

 

Pricing :
Customised to your needs. Feel free to contact us for more details and a personalized quote.

Onboarding Your Team for Establishment Openings

Objectives: Specially designed to prepare your seasonal or temporary employees to quickly and effectively integrate your establishment before it opens.

✓ Familiarisation with your establishment.

✓ Understanding the working environment and specific features of your business.

✓ Adopting the company’s values: aligning staff with your establishment’s values and culture.

✓ Mastery of operational procedures: learning SOPs (Standard Operating Procedures) to ensure optimum performance.

✓ Raising awareness of the challenges of customer relations: becoming aware of the importance of customer relations for the company’s success.

✓Review of customer service fundamentals: ensuring consistent and professional service quality.

Content:

  • Presentation of your establishment and your values: an immersion in what makes up the identity of your company and the relationship with your customers.
  • Presentation of standard operating procedures (SOPs): familiarisation with the procedures that govern your company’s day-to-day operations to ensure optimum performance.
  • Presentation of the challenges of customer relations: raising awareness of the importance of customer relations and how they impact on your company’s success.
  • Reminder of the fundamentals of customer service: review of the essential principles of customer service to ensure a consistent and professional quality of service.

 

Expected results : 🚀

  • Integrate seamlessly into your team: through a thorough understanding of your establishment’s culture and operations.
  • Effectively introduce your brand: by embodying the values and service standards your company promotes.
  • Engage positively with customers: by applying customer relationship best practice and responding effectively to their needs.

 

Designed for :
This workshop is ideal for new seasonal or temporary staff joining your team.

 

Pricing :
Customised to your needs. Feel free to contact us for more details and a personalized quote.

Wellbeing, Mental Health and Emotional Intelligence

Coming soon! in collaboration with Sutra Transformation  @sutratransformation 

Testimonials

” Isabelle était ma responsable dans le cadre de missions assistance client et audit qualité à l’étranger. Elle m’a été d’un très grand soutien. Son écoute, sa disponibilité et ses conseils m’ont permis d’être guidée en toute confiance dans l’exécution de mes missions. J’ai eu l’occasion de la voir défendre son équipe et ses idées avec ténacité.” Chrystel J.

Unsure which training workshop best suits your business needs?

Schedule a free call with me so we can discuss your hospitality consulting needs together:

Serving clients across Europe, in Spain, Croatia, France, Belgium, Greece, Cyprus and more.
I also work with clients in the Middle East, like Turkey and Lebanon.


Contact me in English, French, Spanish, German, or Croatian – or all five, if you’d like!