Customers increasingly demand high levels of customer service and if they don’t enjoy their experience, will turn to social media to air their feelings. Creating a great first impression is vital, but so is the ongoing experience.
Customers increasingly demand high levels of customer service and if they don’t enjoy their experience, will turn to social media to air their feelings. Creating a great first impression is vital, but so is the ongoing experience.
“No matter what the hotel, from a luxury Four Seasons to a budget Premier Inn, all guests should expect a warm welcome, a friendly face, attentive service, heartfelt thanks and know that the hotel is their “home away from home.” (Hotel Chatter)
This programme contains 6 modules which explore all aspects of delivering GREAT customer service in your business and will develop and inspire your team members to drive customer service standards to the highest levels and create memorable experiences for their and your customers.
Outlines of each module can be found by clicking on each title in the Customer Service category (please see the right hand sidebar)
Having these 6 modules under one programme is advantageous when learners want a full development programme which results in a professional certificate that may be required for advanced qualifications.
Our client-centric approach, coupled with our dedication to delivering exceptional results, ensures that your business stands out, attracting attention and driving engagement.
This module is fully interactive using a range of videos, questions and activities aligned to hospitality to ensure learners develop an understanding of why it is important to be aware in the workplace why procedures and standards are used. Case studies and full colour images illustrate examples of standards.
8.5 Hour
2
Screen Reader
To Further Information
English
14 - 24 Questions
Automatic Download
Yes
This programme is designed for operational team members and supervisors working in any style of hospitality business. Managers may also undertake the programme so they are aware of the information and ideas their teams are learning as well as to refresh their memory if needed! The programme sets a benchmark for customer service standards and is best placed in an induction programme or to meet a specific development need for a team or individuals. It is also often used in internal training schemes. For team members wishing to develop their hospitality career this programme will develop the understanding behind the professional standards of Customer Service and form a basis to move onto further formal learning and qualifications. The programme will contribute to the off job training hours for team members undertaking a Level 2 Hospitality Team Member apprenticeship or a Level 2 Customer Service apprenticeship and forms a base knowledge for other formal learning and qualifications and would generally meet most requirements at Level 2 and some at Level 3
Each module has its own end quiz to ensure that key points are both remembered and understood. There are between 14 – 24 questions depending on the module. The pass mark for each module is 80% The modules are set in a learning pathway and each module must be successfully passed in order to unlock the next module. 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. On successful completion of the final module in the pathway, Handling Customer Problems Positively, the certificate endorsed by the Institute of Hospitality, is automatically available to be downloaded.
To further develop the professional learning process each module has one of our unique action plans that learners can download from within the module and complete. A series of questions asks learners to apply the information in the module to their workplace to not only identify areas where they need further information or training but importantly for this programme to implement ideas and develop procedures that drive up customer service standards. Managers may discuss the action plans with individuals and organise additional information and training that learners may have identified they need as well as use the ideas to implement and develop customer service standards. The action plans may be used as evidence of learning in other formal learning or qualifications that learners may undertake. 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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