Customer Service Essentials
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Interactive Activities
Real-World Scenarios
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Learning plan information
Empower your frontline team with our comprehensive suite of Customer Service Essentials courses, specially designed for new hires with limited hospitality experience. This series utilises a unique approach that combines informative video training modules with simulated environments. New staff can learn key customer service concepts and immediately put them into practice in a safe, no-pressure setting.
Courses included in this learning plan:
The health of a business depends on the strength of its customer relationships. Yet every interaction is different—what pleases one customer won't necessarily please the next one. So, how do you provide adequate customer service across the board? And what makes a customer experience go from acceptable to excellent?
By the end of the course, you'll have a solid foundation of customer service skills you can put into practice.
By the end of this course, you'll be able to:
Identify critical aspects of quality customer service.
Distinguish the difference between average and extraordinary customer service.
List the benefits of exceptional customer service.
First impressions are important in customer service because they set the tone for the whole experience.
Usually, people make up their minds about someone in the first 30 seconds of meeting them. A good welcome eases doubts and gains customers' confidence, ultimately building trust.
So, how do you make lasting first impressions with customers?
By the end of this course, you will:
Understand why first impressions matter.
Learn how to make the most of your first impression.
Discover the five steps to create a memorable first impression.
Strong connections with customers can make a difference in your daily work. Positive interactions create a more enjoyable work environment, and satisfied customers are less likely to be demanding or frustrated.
Additionally, when customers feel valued, they're more likely to express appreciation, which can boost morale and make you feel good about your contribution to the business.
By the end of this course, you will be able to:
Define 'rapport' and understand its role in building positive customer interactions.
Recall and apply the five key techniques to build genuine connections with customers.
Imagine stepping into a space that is surrounded by positive energy. Warm lighting, comfortable seating, and friendly faces create a welcoming atmosphere.
A good atmosphere sets the tone for a positive interaction, making customers feel welcome and valued.
By the end of this course, you’ll be able to:
Understand how the physical atmosphere contributes to customer service.
Recognise techniques to improve the physical environment to improve customer service.
Recognise that your positive attitude is contagious and helps create a welcoming environment.
To turn a satisfied customer into a brand advocate, you need them to love your business so much that they want to spread the word among their friends, family, and business contacts.
To make them love your business, you need to exceed your customers' expectations at every step by delivering outstanding products and exceptional customer service.
By the end of this course, you'll be able to:
Explore the four key steps for meeting customer needs.
Learn how to exceed expectations and go the extra mile.
Every business experiences busy times. During these periods, facing long customer lines can be overwhelming. However, dealing with multiple customers simultaneously is critical for providing excellent service.
This course will equip you with the tools and strategies to navigate these high-pressure situations confidently.
By the end of this course, you'll be able to:
Develop strategies to prioritise and address the needs of multiple customers in a high-pressure environment.
Identify ways to regain control of the situation to satisfy every customer.
The saying "The customer is always right" is often associated with customer service.
While the saying emphasises prioritising customer satisfaction, you'll inevitably encounter upset customers, even if their frustrations aren't entirely justified.
But what's the best way to defuse the situation without completely alienating your customer?
By the end of this course, you'll be able to:
Implement de-escalation techniques for upset customers.
Master strategies for customer conflict resolution.
Sometimes customers are chatty, which can be delightful but challenging when you have other responsibilities. So, how do you balance being polite and personable while efficiently moving on to your next task?
By the end of this course, you'll be able to:
Apply strategies to disengage from conversations politely while maintaining good customer relations.
Conclude interactions without compromising customer satisfaction.
Customer complaints are an inevitable part of any business. They can range from minor inconveniences, like slow service or lukewarm food, to serious issues like rude staff or safety hazards.
While frustrating, complaints can be a valuable source of feedback for improving the customer experience.
By the end of this course, you'll be able to:
Understand the importance of using customer service skills to address customer complaints effectively.
Identify and apply the four key principles for responding to customer complaints.
Providing customer service by phone is common, yet often overlooked.
Remember, your interpersonal skills are just as important when dealing with someone on the phone, as when talking with them face to face.
By the end of this course, you'll be able to:
Develop a compassionate and professional phone presence that builds lasting customer relationships.
Discover techniques to leave a positive and helpful impression with every customer.
Online customer service means connecting with customers through email, social media, and live chat to help with questions and offer support.
Exceeding expectations by being there for customers whenever they need assistance is a vital part of great customer service.
By the end of this course, you'll be able to:
Identify how online customer service impacts customer satisfaction, retention rates, and brand reputation.
Develop strategies to consistently exceed customer expectations online, leading to positive reviews and online word-of-mouth promotion.
Who is this course for?
These courses are ideal for new hires with limited hospitality experience. They are designed for individuals who are new to the customer service field and need to develop essential skills to excel in their roles.
Info
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CertificateCertificate of completion
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Duration60-85 minutes
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FormatSCORM
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Provider
Frequently Asked Questions
Our courses are designed for businesses in the hospitality industry looking to provide professional training for their staff.
Currently, we only offer our courses to businesses through subscription plans.
If your employee has assigned you this course as part of your training, please log in to our learning management system (LMS) using the credentials you received in your welcome email. If you can't find your login information, contact our support team for help. Once logged in, you can start the course.
Contact our sales team or request a free demo to explore subscription options and pricing.
Enjoy unlimited access to our entire course library, including this course and any future additions.
Yes, we offer custom content services to tailor existing courses to your specific needs. Additional costs may apply. Contact our sales team for more information and to discuss your customisation requirement
Our courses are delivered in SCORM format, making them compatible with most learning management systems (LMS). We also provide our own LMS for easy delivery. Learn more about SCORM
Our courses are delivered on our user-friendly LMS platform, offering a convenient learning experience. Learn more about our LMS
Yes, we offer the option to host our courses on your existing LMS. Contact our sales team for details.
Absolutely! Schedule a free demo to explore our courses and platform.
Our customer support team is readily available to assist you. Visit our support portal or reach out to your dedicated account manager.
We frequently update existing courses and introduce new courses to our library, ensuring you have access to the most current training resources.
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