Understanding Customer Needs
This Understanding Customer Needs eLearning course has a seat time of 45 minutes and is designed for all operational staff in hotels who interact with customers. The course focuses on the art of understanding different customer expectations and how to meet or exceed them. While customers have basic expectations such as cleanliness and safety, they may have additional expectations. The course encourages learners to develop skills to identify different customer needs and preferences, as well as strategies for delivering excellent customer service. The module can be used as part of a complete training program or as an individual course. This course is CPD certified and endorsed by the Institute of Hospitality.
Learning Objectives
- Identify the different needs of different types of customers
- Identify ideas to put the WOW! into great customer service
Customer Service Courses
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
This course is delivered via eLearning. Delegates can complete the training in their own time. At checkout, please provide the delegate's full name.
Learning Objectives:
- Identify positive assistance for customers with disabilities
- Become more culturally aware
This course is delivered via eLearning. Delegates can complete the training in their own time. At checkout, please provide the delegate's full name.
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
This course is delivered via eLearning. Delegates can complete the training in their own time. At checkout, please provide the delegate's full name.
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
This course is delivered via eLearning. Delegates can complete the training in their own time. At checkout, please provide the delegate's full name.
Learning Objectives:
- Identify the different needs of different types of customers
- Identify ideas to put the "WOW!" into great customer service
This course is delivered via eLearning. Delegates can complete the training in their own time. At checkout, please provide the delegate's full name
Learning Objectives:
- Identify the skills of positive selling
- Identify opportunities to use positive selling skills
This course is delivered via eLearning. Delegates can complete the training in their own time. At checkout, please provide the delegate's full name.