course
Giving Great Customer Service in Hospitality
Professional Hospitality Training
Updated Oct 09, 2024
What you'll learn
- Identify negative and positive behaviours and the effect these have on people
- Apply the principles of the Hospitality Welcome and Goodbye in your business
- Identify why people behave differently and how you can handle different behaviours to create a positive customer experience
- Consider a range of customer expectations and identify ideas to make memorable experiences
- Consider the different customer service expectations of people from other cultures and those with a disability
- Describe how to recover a negative customer experience using 7 positive steps
- Consider the importance of great teamwork and communication to deliver great customer service and to meet and exceed customer expectations
Course Description
Course Overview
The Giving Great Customer service training course is made up of these 5 modules: Creating a Positive Environment, Understanding Different Behaviours, Understanding Customer Needs, Being Disability & Cultural Aware and handling Customer Problems Positively. This course is Endorsed by the Institute of Hospitality and Certified by the CPD
Designed for
Designed for all operational ‘front facing’ hotel staff.
The modules can be used as a complete programme or individually for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates in interviews.
