Great customer service is an integral part of any successful business. Not only will your customers feel great about doing business with you, you can strengthen your organisations reputation and open up opportunities for repeat business.

 

Course Award: Micro-Credential

Course Duration: 4 Hours

Course Complexity: Foundation

 

Discover the fundamentals of customer service, with tips on how to provide excellent customer service to boost your bottom line – this course uses the hospitality industry as a working example throughout all lessons.

 

Foundation – Introduces a concept and explores the concept and how it is applied

Intermediate – Explores a concept and builds from an entry-level understanding, through to an advanced level or mastery.

Advanced – Focuses on complexities of subject matter, participants are recommended to have an understanding of subject matter prior to enrolling in course. Typically designed for managers or people with experience in the subject matter.


Course curriculum

  • 1

    Introduction

    • Guest Service 101
  • 2

    Lesson 1

    • What is Customer Service
  • 3

    Lesson 2

    • Why is it important?

  • 4

    Lesson 3

    • Customer satisfaction
  • 5

    Lesson 4

    • Understanding customers
  • 6

    Lesson 5

    • Obstacles
  • 7

    Lesson 6

    • Customer Expectations
  • 8

    Lesson 7

    • Customer Needs
  • 9

    Lesson 8

    • Types of Customers
  • 10

    Lesson 9

    • Challenging Customers
  • 11

    Lesson 10

    • Problem-Solving
  • 12

    Lesson 11

    • Inclusions
  • 13

    Test your knowledge

    • Instructions before taking the test

    • Test your knowledge

    • Next steps