B.C.'s Energy College


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WFTR210 - Superhost Fundamentals

Superhost Fundamentals is a participatory one day workshop that addresses the fundamentals of excellent customer service. From first impressions to handling customer concerns, you will leave with practical tips that work!

 

Hours: 7 (Lecture Hours: 7)

 

Total Weeks: 1

 

Prerequisites:
None

 

Non-Course Prerequisites:
None

 

Co-requisites:
None

 

Course Content:
Students will observe and participate in the following areas:
Introduction
- Workshop Introduction
- Getting to Know You Exercise
Activity I - Hello! Welcome to ..... ;
- Using and Remembering Names
- Making Conversation
Activity II - Where Did Everybody Go?
- First Impressions
- Businesses That "WOW"!
Activity III - How Effective is Your Communication?
- The Communication Process
- Giving Clear Directions
- Professional Telephone Techniques (OPTIONAL)
Activity IV - The Power of Listening
- Why Handle Customer Complaints?
- Effective Listening Skills
- Empathetic Listening Skills
- The Art of Service Recovery
Activity V - Tourism - It's Everybody's Business
- The Value of Tourism
- Out and About in Your Community (OPTIONAL)
- Out and About in British Columbia (OPTIONAL)
Activity VI - Now It's Up to You
- The Five Key Commitments
- Going the Extra Mile

- Review, Evaluation and Wrap Up

 

Learning Outcomes:
Upon completion of this workshop participants will have the ability to:
- Demonstrate an understanding of the importance of excellent customer service skills
- Describe the communication process, and the skills required to make your communication effective.
- Demonstrate how to listen to your customers in a way that shows that you care about them and their needs.
- Describe the value of tourism to British Columbia and your community.

- Explain the five key SuperHost Fundamentals commitments that assist you to 'go the extra mile'.

 

Grading System: Pass/Fail

 

Text Books:
Textbooks are subject to change.  Please contact the bookstore at your local campus for current book lists.
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