£8.50
Customers will usually remember the things that go wrong, even if lots of things have been right! It is a well known, fact that 90% of customers will not tell a business if they are unhappy or have a problem but they will tell everyone else! Crucial to delivering GREAT customer service and critical to your business reputation is the way customer problems are handled by front facing team members.
Even better is to work towards ensuring service delivery is of the highest standard at all times. However, based on the fact we are only human, and things do go wrong, being proactive to recognise these situations and taking action before customers point it out to us, will minimise the risk of unhappy customers
This module starts with identifying the difference between a complaint and a problem as it is the complaint that usually gets the full focus of our attention, and smaller problems that are just ‘pointed out’ by customers are often ignored or brushed off but are just as important. Understanding the 4 key reasons that cause problems help to focus our responses and using the principles of the Behaviour Cycle, learners are taken through scenarios to consider the effect of negative and positive responses including identifying ‘red rag to a bull’ moments! A 7 step procedure is used to take learners through a positive approach to handle complaints and problems and how to adapt the procedure if needed. Using the procedure to refer problems on, an area notoriously fraught with bad communication, ensures customer receive seamless service. Finally, the module considers proactive responses post problems and complaints, to minimise the risk of them reoccurring.
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 to draw out an understanding and learn from case studies that reflect how companies handle problems, finishing 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 Hours
1
Screen Reader
To Further Information
English
16 Questions
Automatic Download
Yes
This module is designed for all operational and supervisory roles in ‘front-facing’ hospitality teams and individuals.
The module may be successfully used at any point during employment to meet a specific need to drive up standards of customer service in teams or with specific individuals.
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 16 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.
The Institute of Hospitality endorses all our training modules and programmes.
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