Disability and Culture Aware
The Disability and Culture Aware eLearning course is a 40-minute training program designed for operational staff in hotels. The course aims to increase the knowledge and skills of learners in supporting customers with disabilities and creating a positive customer experience for them. The course highlights the range of disabilities, including visual, hearing, mobility, and developmental disabilities, and encourages learners to develop skills to support them.
The module also emphasizes the legal implications of disability discrimination, and learners are made aware of their responsibility to comply with the Equality Act 2010. The course is CPD certified and endorsed by the Institute of Hospitality.
Learning Objectives
- Increase awareness of disability discrimination
- Increase awareness of the range of disabilities
- Develop knowledge of positive communication when dealing with different disabilities
- Deliver great customer service to exceed the expectations of customers with disabilities
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.