COURSE OVERVIEW:
Without quality customer service, customers' satisfaction and experience from a company's product or service is incomplete. Businesses that provide good customer service are able to retain more customers, improve their product or service quality using feedback, and earn a better reputation in the industry.
The hospitality industry is always associated with customer service. Many people see hospitality organisations, whether hotels or resorts, as a place to relax and take a break from their normal everyday stresses.
There are a wide variety of customers who frequent a hospitality organisation, for many reasons. They may be customers utilising:
- Accommodation – leisure, business or resident
- Food and Beverage – restaurants, bars, functions, room service, banquets
- Leisure facilities – pools, spa, sauna and gymnasium.
Regardless of the reason for their visit it is important that they receive quality service. Quality service is being able to use a combination of products and services, as a combined offering, that at a minimum, meets the expectations of the consumer.
Quality customer service is not just associated with 5 star hotels, it is a fundamental aspect of all hospitality businesses, whether budget or luxury. Simply customer service is important to any business in any industry. It is about ensuring customers leave your premises pleased with the experience they received.
This course explains how to provide and maintain quality customer/guest service in a range of settings within the hotel and travel industries workplace context.
The first part defines what a customer is and looks at some appropriate and effective research techniques which can be used to determine their needs and wants. Then explains how to gain a detailed, complete and accurate understanding of your current operations and whether they are suitable to meet the needs of the customer.
The second part identifies the causes of service deficiencies. Then continues to discuss the natural progression of improving service offerings to meet customers’ needs and reflect enterprise standards. In addition, examines how to identify, implement, communicate, monitor and evaluate customer service standards. Finally, discusses the methods to review customer satisfaction with service delivery.
LEARNING OUTCOMES:
By the end of this course, you will be able to understand:
- The importance of providing and maintaining quality customer service
- How to identify customer requirements?
- The role of marketing in identifying customer requirements
- How to identify customer needs, wishes and expectations?
- Why involve the customers in developing new services?
- Why you should actively listen to the customers?
- How to make decisions and act on the basis of the customer’s motives, needs and expectations?
- Why actively look for customer feedback?
- Why ask customers what factors of service are of particular importance to them?
- The importance of analysing the market trends and the competitors
- How to encourage staff to feedback all relevant comments from customers?
- How to develop appropriate documentation?
- How to conduct data analysis to identify deficiencies in service delivery?
- The types of research to identify customers’ needs and how to review the research?
- The changes in the business environment
- The internal business environment and the possible causes of deficiencies from within the internal environment
- The external environment and the external environment impacts on service delivery
- How to identify options to improve service levels?
- Why involve staff in customer service planning?
- How to ensure delivery of quality products and services that meets customers’ needs?
- How to develop standards and plans to address key quality service issues?
- How to communicate customer service standards and plans?
- How to monitor customer service to ensure standards are met?
- How to measure actual performance against standards? And the types of measurement that can be applied
- How to ensure team performance consistently meets enterprise standards?
- The characteristics of effective teams
- The importance of appropriate leadership
- The methods used to monitor team performance
- How to assist colleagues to meet customer service standards?
- The types of professional development
- When is professional development performed?
- How to support, encourage and coach team members?
- How to evaluate customer service?
- The objectives of collecting and reviewing customer feedback?
- The types of customer feedback
- The methods of collecting customer feedback
- How to document work performance based on customer feedback?
COURSE DURATION:
The typical duration of this course is approximately 3-4 hours to complete. Your enrolment is Valid for 12 Months. Start anytime and study at your own pace.
COURSE REQUIREMENTS:
You must have access to a computer or any mobile device with Adobe Acrobat Reader (free PDF Viewer) installed, to complete this course.
COURSE DELIVERY:
Purchase and download course content.
ASSESSMENT:
A simple 10-question true or false quiz with Unlimited Submission Attempts.
CERTIFICATION:
Upon course completion, you will receive a customised digital “Certificate of Completion”.