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Hospitality Courses

Our suite of eLearning courses designed for hotel and restaurant staff.

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Service Courses

Learn to master the basics of hospitality.

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Helpful courses for those working in kitchens and food service or bars and drinks service.

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Housekeeping Courses

eLearning courses for housekeeping staff.

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Customer Service Courses

Training for wait staff, receptionists, and anyone else with a customer service role.

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Health and Safety Courses

Keeping customers safe is vital. Explore our courses created for hospitality staff.

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Handling Customer Problems Positively

eLearning

Seat time: 60 minutes

Course overview: 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. This module explores how customer problems may occur and using the behaviour cycle encourages learners to think why customers may react in different ways when situations occur. A 7 step approach to resolving customer problems and referring problems to managers is thoroughly discussed using many specific hotel scenarios with the message of prevention is often better than cure!

Audience: Designed for all operational ‘front facing’ hotel staff. The modules can be used as a complete programme or individually for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates at interviews.

This 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