Creating a Positive Customer Environment
The Creating a Positive Customer Environment eLearning course is designed for operational hotel staff who interact with customers directly. The course focuses on communication skills and the behaviour cycle, teaching learners how their behaviour can affect customer reactions and feelings. Through interactive activities and hotel-based scenarios, learners will develop skills in welcoming and saying goodbye to customers, which are two of the most important procedures in delivering excellent customer service. The course is designed to be taken as a complete program or individual modules can be used for specific training needs or refresher courses. The course is CPD certified and endorsed by the Institute of Hospitality.
Learning Objectives
- Identify how negative behaviour effects customers
- Identify positive responses to use
- State the procedure for the Hospitality Welcome and Goodbye
Customer Service Courses
Disability and Culture Aware
The majority of people think wheelchairs when disability is mentioned. This module takes learners through the range of disabilities including visual, hearing, mobility and development, encouraging them to develop skills to support customers with disabilities and achieve a positive customer experience.
Creating a Positive Customer Environment
This module explores The Art of Communication and invites you, through a range of interactive activities using hotel based scenarios, to consider your negative and positive responses, develops the concept of the behaviour cycle and how your behaviour affects customer feelings and reactions.
Understanding Customer Needs
Although all customers have some basic expectations when they stay in a hotel such as cleanliness and safety, depending on why they have booked, customers have additional expectations.
Disability Aware
The majority of people think wheelchairs when disability is mentioned. This module takes learners through the range of disabilities including visual, hearing, mobility and development, encouraging them to develop skills to support customers with disabilities and achieve a positive customer experience.
Handling Customer Problems Positively
When a customer has a negative experience, however small it may be it can affect their experience. Handling problems positively is critical to delivering great customer service.
Using Positive Selling Skills
Businesses are keen for staff to sell in order to increase revenues but selling skills don’t come naturally to everyone. Just being told to push a particular wine or drink doesn’t give everyone the confidence they need and can actually lead to a worse customer experience.