Handling Different Customer Behaviours in Hospitality

Unfortunately, not all customers are cheerful and understanding! Hospitality team members are expected to be able to respond positively and professionally. Maintaining a positive customer experience to the very end is vital.

This module firstly considers why customers may behave differently based on 2 factors; temporary moods based on temporary feelings and specific personality traits. The module takes learners through different scenarios related to the hospitality environment, to develop the skills of reading different behaviours and relate to how the customer may be feeling. Using the principles of the Behaviour Cycle, another series of scenarios help learners to consider the impact of choosing a negative response v a positive response. That most hated of customer behaviours ‘clicking fingers’ is also addressed! A key message is to always ‘look’ at customers and be aware that people’s moods may vary depending on how they feel … juts like us!  but also, to remember that most customers are nice!

An end quiz ensures key points are retained and there is a downloadable action plan.

Key benefits:

• Learn to read customers body language and how they feel
• Use positive responses that fit with the customer behaviour
• Learn ways to handle a range of customer behaviours
• Learn to control negative reactions when customers are rude
• Encourage learners to think customers may be having a bad day
• Remember that most customers are nice!
• Remember to not take nice customers for granted … they may be a bad mood one day
• Become more confident to manage difficult customers