This course provides the answers to these questions and much, much more. Any employee, who deals with customers in any capacity, would benefit hugely from this course. It is professionally delivered to international standards by qualified lecturers with Hospitality Industry experience. After completion learners will be expert in both understanding and providing quality service, which increases customer satisfaction, loyalty and a business’s bottom line.
Who Should Attend
Front office staff, restaurant workers, bar staff, security, bell boys, and receptionists. In fact, any employee of an organization who has service encounters with customers should attend.
Content
Policies: learn how to create Customer Service policies and about customer requirements/expectations; learn the importance of product and service knowledge
Quality of service: methods of assessment; standardized procedures; codes of practice; staff levels (staffing levels, staff competency, flexibility, reliability and responsiveness)
Communication: become an expert in the art of communication(verbal, non-verbal, written); types of response; use; effect
Benefits of improved service: discover the benefits of improved service such as, customer satisfaction, repeat business, improved reputation, increased profit
Types of customers: learn about your customers - different age groups (the elderly, children); different cultural backgrounds; special needs (physically disabled); satisfied; dissatisfied
Customer needs: understand and be able to research your customers’ needs (products and services, urgent, non-urgent, special requirements, quality of service, value for money, cultural, social) and trends (fashion, ergonomic, equipment, training, products and services, consumer protection legislation)
Date: April 16 to July 4, 2014
Time: 8:00 – 10:00am every Wednesday & Friday (plus 10:15am – 12:15pm on July 4)
Venue: CHE Centre, Golden Westlake, 162A Hoang Hoa Tham, Tay Ho District, Hanoi
Fee:
Registration Information:
Deadline: April 3, 2014 Tel: (04) 3728 6161 Email: info@che.vn
Credit Value: 15
Course Information: The course consists of 48 contact hours and 24 Self-study hours. The course is mainly theoretical in nature, but there are many case studies and practical activities.
Requirement: English skills at Intermediate level or above (IELTS 5.0 or higher)