£8.50
Unfortunately, not all customers are cheerful and understanding! Hospitality team members are expected to be able to respond positively and professionally. Maintaining a positive customer experience to the very end is vital.
This module firstly considers why customers may behave differently based on 2 factors; temporary moods based on temporary feelings and specific personality traits. The module takes learners through different scenarios related to the hospitality environment, to develop the skills of reading different behaviours and relate to how the customer may be feeling. Using the principles of the Behaviour Cycle, another series of scenarios help learners to consider the impact of choosing a negative response v a positive response. That most hated of customer behaviours ‘clicking fingers’ is also addressed! A key message is to always ‘look’ at customers and be aware that people’s moods may vary depending on how they feel … juts like us! but also, to remember that most customers are nice!
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 three highly interactive sections. Learners will engage with lots of questions and activities that use real hospitality situations to draw out an understanding 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 Hour
1
Screen Reader
To Further Information
English
14 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 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.
The Institute of Hospitality endorses all our training modules and programmes.
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