Handling Customer Problems Positively
This eLearning course on Handling Customer Problems Positively takes 60 minutes to complete and focuses on the importance of handling customer problems in a positive manner to provide excellent customer service. The course covers scenarios in which customers may experience negative situations, and how to use the behaviour cycle to understand why customers may react in different ways. The course also outlines a 7-step approach to resolving customer problems and how to refer problems to managers when necessary. This training is designed for all operational staff in hotels who interact with customers. Additionally, individuals may take the course to develop their own knowledge and confidence or to use the module certificates at interviews. The course is CPD certified and endorsed by the Institute of Hospitality.
Learning Objectives
- Identify why customers complain and how they might feel
- State the 7 steps to positive problem handling and how they are used effectively
- Consider positive actions to solve customer problems
Customer Service Courses
Creating a Positive Customer Environment
Learning Objectives:
- Identify how negative behaviour affects customers
- Identify positive responses to use
- State the procedure for the Hospitality Welcome and Goodbye and why they are used
Disability and Culture Aware
Learning Objectives:
- Identify positive assistance for customers with disabilities
- Become more culturally aware
Disability Aware
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
Handling Customer Problems Positively
Learning Objectives:
- Identify why customers complain and how they might feel
- Consider positive actions to solve customer problems
- State the 7 steps to handling problems positively
Understanding Customer Needs
Learning Objectives:
- Identify the different needs of different types of customers
- Identify ideas to put the "WOW!" into great customer service
Using Positive Selling Skills
Learning Objectives:
- Identify the skills of positive selling
- Identify opportunities to use positive selling skills