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WFTR210 - Superhost Fundamentals
Course Code:
WFTR 210

Calendar Description:
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!

Date First Offered:

2005-04-27

Hours:
Total Hours: 7
Lecture Hours: 7

This course is offered online:
No

Pre-Requisites:

None

Non-Course Pre-Requisites:
None

Co-Requisites:
None

Rearticulation Submission:
No

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

Passing Grade:
n/a

Grading Weight:
Final Exam: 50 %
Participation: 50 %

Course Offered in Other Programs:
Yes

Text Books:
Required - Unknown, Superhost Fundamentals Face-to-Face WorkbookAdd Content...
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