ENGLISHAbout the Course
The hospitality sector is largely a customer focused industry so a commitment to customer excellence and service is essential. This course will teach you about the importance of great customer service, what it means and the techniques and strategies that you should implement to deliver first class standards of service while at the same time, maximising sales of products and services.
Who is this course suitable for?
Our course is ideal for any professional who works in a customer facing role in the hospitality sector, from bar and waiting staff through to receptionists and more. The course will give you a fundamental understanding of why customer service is so important and how you can both deliver excellent standards of customer service and sell products and services in the most effective way.
Course Content
Customer Service Excellence – What does service excellence mean to you? In the first module of this training we will answer this and so much more. You will learn why customer service is important, why knowing your customer is essential and how to become knowledgeable and confident in the products and services that you sell.
First Impressions – In module two of the training you will develop an understanding of what first impressions mean, why they are important and communication techniques and strategies to make the best first impression. You will also cover the basics of tonality, inflection and body language as well as understanding the importance of a tailored approach.
Obstacles – Recognising obstacles in providing customer service and understanding some of the challenges that you are likely to encounter is important and that will be the focus of this module. You will recognise the values that are important in customer service along with handling complaints in the best possible way while taking action as swiftly as possible.
Quality Service – Next, you will be exploring the core components of quality service, covering everything from teamwork through to sales, presentation and qualities that you must possess to deliver the highest standards of customer care.
Format
All of our courses are delivered directly online and are self-paced so you can study wherever and whenever. The course material is delivered in short sections covering each of the above units in detail and is accompanied with a short test at the end of each to reinforce what you have learned. In order to complete the course successfully you will need to pass 21 out of 30 questions in the end of course assessment.
Duration
Our Customer Service course typically takes approximately 1 – 2 hours to complete although this can vary for each student. Once registered for the course there is no time limit for completion.
Certificate
Once you have successfully passed the end of course assessment you can download and print an industry recognised certificate which is endorsed by the Institute of Hospitality.
We only work with the very best
Our training courses, including our customer service course, are written and managed by hospitality professionals with many years’ experience in their field. You will be learning from the best and you will come away from your training inspired by mentors who understand your aspirations and requirements.
Group Training
If you are responsible for training a large number of staff, you may also be interested in our group training portal www.thetrainingterminal.com. Our well established system allows you to easily track and record who has received and completed the training, while reducing the need for administration and paperwork.
