The document discusses how a learning and development department can help enhance guest experiences through customer service. It outlines four key areas: 1) Aligning customer service with customer expectations by understanding what customers want and exceeding expectations. 2) Improving customer touchpoints by identifying and improving interactions with customers. 3) Improving customer service skills through training programs focused on skills like negotiation and conflict resolution. 4) Creating a customer service plan to measure satisfaction and set standards of practice. The document proposes an action plan for the learning and development department that includes training interventions for all employee levels to improve service and bring about an overall enhancement of the guest experience.

1. ENHANCINGGUESTEXPERIENCES
Can LEARNING & DEVELOPMENT help?

2. Delivering Customer Expectations
• Align Customer Service With Customer
Expectations
• Improve Customer Touchpoints
• Improve Customer Service Skills
• Create a Customer Service Plan

3. • Good customer satisfaction
happens where customer
expectations and customer
service intersect
My Customersare satisfiedwhen….?
Align Customer Service with Customer Expectations
L&D Function could help make a world of difference in helping map expectations, aligning delivery to
expectations and in fact gauge ways to exceed them by focusing holistically on people, product and
processes.
• Great customer satisfaction
happens when delivery
exceeds customer
expectations

4. Eachtouchpoint is an opportunity to meet or miss…
Improve Customer Touchpoints
• Expand your thinking past the obvious points-of-
sales.
L&D could help both in identifying the
touchpoints in most need of improvement and
in improving the quality of delivery at
touchpoints
• Work closely to get insights from the frontline.
L&D can help analyze guest feedback and
create a prioritized list of initiatives that will
improve customer experience

5. • Customer service training is important to the
development of an exceptional customer service
culture
L&D orients and on-boards all team-members
and helps create a customer centric work
culture and ethos.
• Exceptional customer service cannot be taught, it
must be caught..
L&D can help develop improved negotiation,
conflict resolution, and planning skills, all
needed to create and maintain a culture of
excellent customer service.
Responsibility, Resolution& Respect…
Improve Customer Service Skills

6. Create Customer Service Plan
• A customer service plan must include a method for
measuring and tracking customer satisfaction and loyalty.
L&D is to monitor various deviations and devise
learning interventions.
• Include standards of practice, communication expectations
and plan for working with dissatisfied customers.
Training on SOPs, brand values, commitments and
promises. L&D enhances and makes customer
services more professional.
CustomerServiceis a state of mind.…

7. Action Plan
For Learning & Development Department

9. Training Interventions for all
• Goal Setting Workshops
• Delegations & Macro-
management
• Performance Review
Management
Leaders
• Executive Development
Programs (EDP)
• Task List Management
• Supervisory Development
Programs (SDP)
• Cross-Departmental
Exposure Training
• Train-The-Trainers
Managers / Supervisors
• Service with a Smile
• Service Magic Workshops
• Road to Guest Delight
• Etiquettes, Courtesies &
Mannerisms
• Anticipating Guest Needs
Team-Members
LeadingSelf, LeadingIndividuals,LeadingTeams.…
Pop-Up Workshops customized to address a specific or ever-present training needs along with the regular bouquet
of programmed offerings such as ‘The Opening Note, The Performance and Fine Tuning & Leading’ shall help increase
service standards and bring about an overall enhancement of guest experiences.

10. Objectives
Roadmap over 3-6 Months
1. Brand and Culture on-boarding
2. Processes & Standards Orientation
3. Learning Needs Analysis
4. Audits (Coyle etc.)
5. ORM Team Composition