Griffin Training | Solutions For A Modern Workforce


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Please Note: All our courses can be tailored to your organisation’s specific needs. Many of our clients select modules from different courses for their unique requirements. If a course does not match your requirements exactly please feel free to contact us and we will adjust the content at no additional cost.

Hotel, Catering, Retail and Service Industry Customer Care

Duration: 1 Full-day
Fees: £380
22nd January London
26th February Manchester
2nd April Leeds
7th May Birmingham
11th June London
16th July Manchester
20th August Leeds
24th September Birmingham
29th October London
3rd December Manchester

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, weather 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.

Objective:

  • To gain the skills necessary to deal with customers on a face-to-face basis
  • To understand the nature of customer service
  • To fully grasp business etiquette
  • To understand what is expected of frontline staff
  • To understand the complications of dealing with diverse cliental
  • To improve the effectiveness of frontline staff

Content:

  • An Introduction to Customer Service and Care
  • The Basics of Effective Communication
  • Advanced Communication Techniques
  • Face to Face Communication
  • Verbal Communication
  • Non-Verbal Communication
  • The Barriers to Effective Communication
  • How To avoid Barriers to Effective Communication
  • Business Etiquette for Service Staff
  • The Basics of Intercultural Interaction
  • The Irate Customer
  • Basic Calming Techniques
  • Advanced Calming Techniques
  • Strategies to Approach Irate Customers
  • Practical Means of Providing the Best Service
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