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. This eLearning module costs £15 per learner.
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
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.