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. This eLearning module costs £15 per learner.
Learning Objectives
- Identify the different needs of different types of customers
- Identify ideas to put the WOW! into great customer service
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.