Customer Service Training

Professional customer service is the foundation for all positive guest experiences. Empower your staff with the skills and knowledge to communicate effectively with guests, create positive first impressions, and deal with difficult situations with customer service training from Hospitality Newfoundland and Labrador.

Hospitality Newfoundland and Labrador are committed to providing operators with a variety of skills and knowledge development opportunities that are relevant, cost-effective, and designed to keep tourism businesses on the leading edge of industry trends.


Available Workshops


Service First is a 1/2 day workshop introducing tourism employees to the basics of customer service and helping to reinforce your organization’s commitment to creating an exceptional experience for visitors. It includes units on the value of tourism in Newfoundland & Labrador, being a professional, and customer service.

By the end of the session, learners will:

  • Learn about the value of tourism and the power of first impressions
  • Examine how negative behavior and stress can affect us
  • Learn the skills for adopting a professional attitude towards life and work
  • Learn how to focus on the customer’s needs and provide them with a memorable experience

Cost per person:
Hospitality NL Members – $37.50 + HST per person
Non Members – $75.00 + HST per person


Service Best is a full-day workshop that assists learners to create memorable customer experiences, identify and respond to customer needs and turn dissatisfied customers into loyal fans.

By the end of the session, learners will:

  1. Use the techniques associated with Service Best service:
  • Perception is all there is
  • Everyone has a customer
  • Total Product Concept
  • Moments of Truth
  • Proactive learn

2. Use the techniques associated with the skills for service recovery:

  • Encouraging customer feedback
  • Handling difficult situations
  • Reactive learn

3. Use the techniques for developing and maintaining a Service Best attitude:

  • Communication
  • Identifying hot buttons

Cost per person:
Hospitality NL Members – $62.50 + HST per person
Non Members – $125.00 + HST per person

These programs were developed by Tourism Saskatchewan’s training and education branch, the Saskatchewan Tourism Education Council (STEC), working in partnership with a service industry advisory committee. STEC has been developing award-winning customer service training since 1990. STEC launched this workshop in response to the need for specialized training that contributes to professionalism in service delivery in all types of businesses.