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“You’ll never have a product or price advantage again. They can be easily duplicated, but a strong customer service culture can’t be copied.” – Jerry Fritz

Professionalism – attitude – passion must be in the DNA of those working in the hospitality business. We start by getting back to basics on customer service – the cornerstone of success for all people businesses.

By the end of the seminar, you will be able to:


  • Define the customer and identify what customers look for
  • Understand the concept of hospitality in western countries and in India and relate to challenges faced by employees as well as customers
  • Differentiate between customer service and customer experience
  • Provide clarity on the elements of the customer experience from beginning to end


  • Develop the ability to gauge a customer’s temperament and respond accordingly
  • Train your team to identify and focus on the little things that make the difference between good service and outstanding service
  • Determine operating procedures that directly have a positive impact on customer service
  • Convert customer complaints into opportunities


  • Develop a consistent customer service oriented attitude
  • Seek the competitive edge that outstanding customer service provides
  • Set customer service standards as priority to build the brand as well as the business
  • Appreciate customer service orientation in employees and develop them into service professionals


We will discuss the internal and external customer concept in terms of expectations and obligations and study the impact of a strong internal customer service culture on delivering outstanding customer service. We will determine what external customer today look for in a service provider. We will examine shortcomings in the industry and the challenges we face on bridging these gaps. We will share some interesting real-life experiences to draw out the fundamentals of delivering outstanding customers service.


People leaders.

Module leader

16.12.16 New Delhi, India. An exceptional one day-seminar on “Delivering Oustanding Customer Service”

Wallace Shah Director and Head Country India at Lausanne Hospitality Consulting

Wallace Shah is the country head for Lausanne Hospitality Consulting (LHC) in India. An alumnus of the Oberoi School of Hotel Management, he held several executive positions with the Oberoi Group; returning to the School as a full-time faculty member in 1990.

In 1992 Wallace joined American Express. From key business development and client management positions in India he moved to Bangladesh as country manager for their Travel Related Services. He later took up a director position in Singapore – responsible for development of the travel franchise network across Asia Pacific.

In addition to his business functions, Wallace had collateral responsibility for facilitating a number of high-impact training programmes within the organisation.

He is a certified trainer and has over 25 years of training and people development experience.

Don’t miss this one-day seminar brought to you by Lausanne Hospitality Consulting India

For more information and to apply contact: lhcindia@ehl.ch or use our contact us link