£8.50
To truly deliver great customer service and create memorable experiences, understanding customer needs is a vital part of the knowledge of a hospitality professional. Team members who understand customer needs and expectations stand out. Customers receiving this level of service not only return but also tell others about their great experience, boosting your business’s reputation.
This module starts by considering the general needs of all customers such as cleanliness and value for money and how, by using the principles of the Behaviour Cycle, responses can be adapted to meet the needs of different types of customers.
The module goes on to explore the differing requirements of different categories of customers (though warning of not completely categorising!); the different types of leisure customers eg: families, holidays and celebrations, conference and corporate customers and lone female travellers. Learners are encouraged to go beyond the basic expectation and WOW their customer.
With regard to the developments in AI, a final section considers technology v the personal touch … which is the winner?!
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 six highly interactive sections. Learners will engage with lots of questions and activities that use real hospitality situations to draw out an understanding and consider case studies that reflect understanding customer needs in practice, 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
14 Questions
Automatic Download
Yes
Th e module is suitable for ‘front facing’ team members and supervisors working in different types of hospitality but mainly hotels, restaurants and bars. Team members working in Conference and Event venues would also be able to apply much of the information 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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