Train your team to deliver world-class customer service.
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OBJECTIVE:
Introduction: In today’s market, service alone is no longer enough—hospitality is what truly sets companies apart. This course is designed for service-based companies that want to go beyond basic interactions and create memorable experiences that drive loyalty, satisfaction, and genuine connection with their customers.
Through practical tools, interactive dynamics, and meaningful insights, participants will develop a new way of understanding and applying hospitality as a core element of their organizational culture, both in-person and through digital channels.
Objective: Provide participants with the knowledge, tools, and skills needed to deliver exceptional hospitality at every customer touchpoint, by strengthening organizational culture, empathetic communication, proactive expectation management, and intercultural service—both in-person and digital. At the end of the course, each company will develop an action plan to apply hospitality aligned with their internal and external identity.
BASIC COURSE INFORMATION:
ADDRESSED TO:
Service-based companies seeking to improve the customer experience through hospitality, including leaders, middle managers, and team members who interact directly or indirectly with internal or external clients.
Skills to Develop: Service culture, effective communication, empathy and active listening, conflict resolution, omnichannel attention, digital hospitality, leadership in customer experience, intercultural awareness, proactivity, and anticipation.
SYLLABUS
Module 1. Fundamentals of Hospitality
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What hospitality is—and what it isn’t
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Differences between service, attention, and hospitality
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Origin and evolution of the concept across cultures
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Emotional and economic impact of well-executed hospitality
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Practical exercise: “Map of Memorable Customer Moments”
Module 2. Hospitality as Organizational Culture
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How to make hospitality part of your company’s DNA
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Key values: warmth, empathy, anticipation, authenticity
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Standards vs. personalized experiences
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Group activity: “Design the Ideal Experience for a Demanding Customer”
Module 3. Verbal and Non-Verbal Language in Hospitality
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First impressions: posture, tone, presence
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Key phrases and words to avoid
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Emotional communication and positive body language
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Role-play: “Tension Moments vs. Welcoming Moments”
Module 4. Anticipation and Expectation Management
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The art of anticipating customer needs
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How to read non-verbal signs of discomfort or need
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Using flexible protocols: what’s not written but truly felt
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Group exercise: “Mystery Client” (surprise scenarios)
Module 5. Intercultural Hospitality
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Keys to serving clients from different nationalities
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Greetings, service, and farewells in different cultures
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Micro-mistakes that lead to bad reviews (and how to avoid them)
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Role-play: “Attend to the client from… [country, culture, language]”
Module 6. Empathetic Problem Solving
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From complaint to “wow moment”: how to turn bad into great
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Assertive communication tools + empathy
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Emotional recovery techniques for upset clients
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Simulation: “The Angry Client Who Won’t Leave…”
Module 7. Digital and Omnichannel Hospitality
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How to convey hospitality via WhatsApp, email, or social media
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Warm yet efficient responses
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Tone and style for digital customer service
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Practical exercise: “Write a Message with Genuine Hospitality”
Module 8. Internal Hospitality Action Plan
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The internal client: building hospitality between departments
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Internal recognition and positive reinforcement
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Creating a “hospitality chain” within the organization
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Final activity: Team commitments and action plan proposals
BENEFITS
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Improve customer experience at every touchpoint
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Strengthen service-focused organizational culture
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Increase customer loyalty and satisfaction
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Develop more empathetic, proactive, and aligned teams
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Provide practical tools for human-centered problem solving
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Equip teams for digital and in-person hospitality
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Enhance professional image in multicultural environments
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Create an applicable internal action plan for lasting improvement