By taking this course you will:
- understand how to offer excellent customer service
- understand how to create the right impression for your customers
- understand the complaints process and how to deal with a complaint
- understand how to work effectively within a team
This course has been endorsed by the Institute of Hospitality [IOH], the Scottish Qualifications Authority [SQA] and Quality Marked by the Hospitality Guild. It will enable employers to demonstrate that appropriate training has been conducted, and will provide a valuable support for employment opportunities in this area of work.
You can learn at your own pace and you'll have 6 months to complete your training. Your access to the course finishes once it has been fully completed.
This course covers the following topics:
Section 1- Fashioning service excellence
Understanding your customer, Defining service excellence, Creating the right environment, Taking care of your customer: anticipate accommodate, exceed.
Section 2- Looking to impress
Impressing your customer, First impressions, Creating the right impression, Communicating to impress, How we communicate,
The words you say, Tone, Rate of Speech Inflection, Your body language, Getting personal, The Personal Touch, Providing the personal touch.
Section 3 – Overcoming Obstacles
Overcoming obstacles, Playing your part, Dealing with a complaint, The complaining customer.
Section 4- Working together
Working together, Definition of a team, Working as a team, Team jigsaw.