Service Excellence: Covid-19 Edition

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As cruise resumes, providing excellent service to guests in cruise destinations is more challenging and more important than ever. For those who are interacting with guests, the demands are greater, the expectations are higher, and the world is watching. This new training program responds to this current situation in destinations, providing frontlines, tour guides, taxi drivers, and anyone who connects with guests with the skills and confidence they need to deliver excellent service while following the necessary protocols and procedures implemented by the cruise lines and destinations. If your role sees you interacting with cruise guests, this training will help you learn how to deliver excellent communication while wearing a mask, connect with guests while distancing, encourage compliance from guests, manage difficult situations, and more. After completing this training, frontlines, tour guides, transportation drivers and anyone who interacts with guests will be ready to respond to guests with service excellence.

This training program can stand alone and is also excellent as follow-up to the FCCA Customer Service & Frontline Training.

Topics Include:

  • Communication while wearing masks,
  • Fostering connections while distancing,
  • Touchless engagement and interactivity,
  • Sanitization as great service,
  • Encouraging guest compliance,
  • Managing difficult situations

Best for: Frontlines, Greeters, Tour Guides, Transportation Drivers, Vendors & Retail, Food & Beverage, Attractions, Anyone who interacts with guests

Available Formats: Virtual workshop