£9.50
Hospitality is fiercely competitive, and customers increasingly demand high levels of customer service. If customers don’t enjoy their experience, they often turn to social media to air their feelings. Creating a great first impression is vital, but so is the ongoing experience.
REOCS0011
The module focuses on enhancing customer service by fostering effective communication and positive interactions in hospitality settings. It is designed not only to support front of house teams to create an engaging and welcoming atmosphere for customers but also for back-of-house teams, emphasising the importance of a cohesive and supportive work environment that reflects positively on customer experiences.
Creating a Positive Customer Environment firstly sets the scene by exploring The Art of Communication. The balance between the words we say, the tone of voice and body language all adds up to creating a positive or a negative impression including with written communication. Using the principle of the Behaviour Cycle, the effect of negative and positive behaviours are explored, highlighting we are customers to each other and creating positive teamwork which customers will feel … a positive business environment. The professional best practice standards for achieving The Hospitality Welcome and Goodbye are introduced which apply the positive behaviours and yes, we do discuss the importance of smiling!
Our client-centric approach, coupled with our dedication to delivering exceptional results, ensures that your business stands out, attracting attention and driving engagement.
The course is delivered fully online and is split into five highly interactive sections. Learners will engage with games, questions and activities that use real hospitality situations and finish with a quiz to ensure points are remembered and understood. The module may be completed in short sections over a period of time or all at one go! In addition, there are links to websites and documents that can be used to research further learning.
1.5 Hour
1
Screen Reader
To Further Information
English
14 Questions
Automatic Download
Yes
This module is designed for all operational roles in ‘front-facing’ hospitality teams and individuals and is beneficial for back of house teams. Although the module is best placed as part of an induction programme it is successfully used to meet a specific need to drive up standards of customer service in teams.
The module will contribute to the off the job training hours for team members undertaking a Level 2 Hospitality Team member apprenticeship or a Level 2 Customer Service apprenticeship.
The module is also part of our complete Giving Great Customer Service programme which forms a base knowledge for other formal learning and qualifications and would generally meet most requirements at Level 2.
The end quiz ensures that key points are both remembered and understood and using 14 questions covers key aspects of the module content and objectives. The pass mark is 80% and on successful completion the certificate endorsed by the Institute of Hospitality is automatically available to be downloaded. Questions are in the same style as within the learning part of the module, ie: drag and drop, single choice and multiple choice and there is an opportunity to review the key points before starting the quiz. If needed, incorrect answers can be reviewed before retaking the quiz as many times as needed.
Completing training doesn’t always mean that action and change happens! Learners can download our unique actions plans from within the module and complete a series of questions which help learners to apply the information in the module to their workplace and identify areas where they need further information or training. Managers can use the action plans to discuss with individuals or their whole team not only to organise additional information to drive customer service improvements. A series of questions asks learners to apply the information in the module to their workplace to identify the specific procedures they should follow and identify areas where they need further information or training. Managers can use the action plans to discuss with individuals and organise additional information and training to ensure all the team are confident with the Safety procedures. In addition, there are links to websites and documents that can be used to research further learning.
The Institute of Hospitality endorses all our training modules and programmes.
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