Course Detail

In the hotel, catering, retail and service industry staff are constantly interacting directly with customers and clients. From interacting with the reception desk, floor staff, bar staff, to waiters, waitresses, stewards and stewardess or simply the retail sales assistance, clients gains a lasting impression about an organisation. If staff are inadequate, inept, or in any way rude, whether meaning to or not, the organisation’s customers will be negatively affected. These “frontline” staff need the best training possible in order to provide the best service to an organisation’s customers. Staff who deal with customers face-to-face need to understand the basics of customer service and care, communication, business etiquette, intercultural interaction and how to deal with difficult or irate customers.

This course is perfect for frontline staff as it provides the basics of all of the above with a very heavy practical focus. On completion participants will:

Understand the importance to the organisation in providing excellent customer service in the hospitality, leisure, travel and tourism industries.

Understand the role of the individual in delivering customer service in the hospitality, leisure, travel and tourism industries.

Understand the importance of customer’s needs and expectations in the hospitality, leisure, travel and tourism industries.

On completion of a multiple-choice questions examination participants receive an Internationally-Recognised award from EDI / London Chamber of Commerce and Industry