L&D Academy: Creating an award winning customer journey in an academic venue & conference centre
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L&D Academy: Creating an award winning customer journey in an academic venue & conference centre

Creating an award winning customer journey to help retain your customers.

The course details are as follows:
Date: Thursday 7 February 2019
Time: 09:30 - 16:30
Location: Lancaster Conferences, Lancaster University

Target Audience: Conference Office Sales Teams, Sales & Marketing and Operations

About the trainers: Melanie Cash, Melanie Cash Associates & Helen Cuddy, Yellow Dog Consulting. Melanie Cash has over 20 years’ experience in the hotel and hospitality industry, working for international brands including Marriott International and Hilton Hotels. Holding senior positions across sales, marketing and training departments she had the perfect platform from which to launch her own consultancy and training business in 2004. Melanie and her team of associates have successfully delivered a range of training and consultancy services across many independent venues and established brands.

Helen has had a long career in Business, Sales and Customer Service and launched into the MICE Industry over 10 years ago working originally in Agencies including Zibrant and Ashfield Meetings and Events and moved to Venues to see the contrasts within the Venue environment and lead a pro-active team at Imago Venues. The niche position to have an overview of both worlds and her strong background in Business with both Local Government and Corporates, gives Helen a unique perspective of the Customer Journey within the Industry and allows an opportunity for Change and Innovation to Exceed Expectations.

Overview:
This training has been designed to challenge and innovate all aspects of the Customers Journey, from initial enquiry through to delivery and beyond, building a positive, successful and most importantly, truly memorable event.

Target Audience:
Suitable for all team members in sales, event handling, reservations, front of house and any team member responsible for guest/delegate relations.

Content:
Understanding the customer – what do they really need
The customers objectives vs the venues objectives explained
Body Language - how to better understand it and make important changes
Positive re-framing to develop a “can do” approach
Communication skills and building the relationship
Key details and how to extract them
Gaining customer confidence and trust
Overcoming the bumps and pot holes
What exactly is “going the extra mile?”
Securing ‘Lifetime Value’

This learning and development course is in partnership with Paje consulting. The event will be run in conjunction with Venues of Excellence. Places are limited, to secure your space click the orange button and log in.