This course will enable participants to develop a better appreciation of customer relationship management practices and contribute towards a strong customer orientation as well as an understanding of service excellence in the hospitality industry.

Learning Objectives

The emphasis throughout the course will be on developing customer skills appropriate for delivering exceptional customer service, with particular attention given on the following areas:

  • Getting into the exceptional service mind-set
  • Connecting with the customer
  • Delivering total quality customer service
  • Overcoming service challenges
  • Turning complaints into positive opportunities to enhance credibility with the customer



Course Outline

Day 1

  • The value of customer
  • Importance of good service
  • The 7 fundamental of service

Day 2

  • 8 positive attitude of great host
  • 7 types of complainer
  • The LEARN model in handling complaints
  • Demonstrate and apply the LEARN model
  • 6 trigger words to upset a guest

Who Should Attend

This program is designed for all front-line employees, those with regular contact with customers as well as executives and personnel who are interested in enhancing customer relation skills.


Registration starts at 8.30 am on the first day. Classes start at 9 am end 5 pm. Morning and lunch break will be served at appropriate times.

Deposit & Payment

In order to secure the said training on a define basis, kindly effect 50% Deposit on the total costs for the training requirements upon confirmation. This deposit is non-refundable. Balance 50% of the total costs is require seven (7) days prior to the training.

Cancellation & Transfer

Please note that should this registration is cancelled fourteen (14) days before the day of the training, a 50% cancellation charge will be imposed. If cancellation is made seven (7) days before the training, full payment of the training will be levied. Please note that amendments can only be made to above arrangement by giving a minimum of three (3) working days’ notice.


Disclaimer – MAHTEC reserves the right to make changes to the venue, date, speaker including cancellation or postponement of the workshop if number of participants less than 10 or warranted by circumstances beyond its control.