{"product_id":"customer-satisfaction-in-the-hospitality-industry-training","title":"Giving Customers a Positive Impression in Hospitality","description":"\u003cp\u003eThis Giving Customers a Positive Impression course for the hospitality industry provides an overview of key customer service issues in a hospitality setting relevant to all roles within hospitality businesses, such as servers, waiting staff, hosts and more.\u003c\/p\u003e\n\u003cp\u003eCompleting this course will help you to meet your legal obligations within the hospitality industry and minimise the risk of bad publicity or legal action through poor quality interactions between staff and customers.\u003c\/p\u003e\n\u003cp\u003eLearners will gain a wider awareness of the following legislation:\u003c\/p\u003e\n\u003cul\u003e\n    \u003cli\u003eHealth and Safety at Work Act 1974\u003c\/li\u003e\n    \u003cli\u003eData Protection Act 1998\u003c\/li\u003e\n    \u003cli\u003eEquality Act 2010\u003c\/li\u003e\n    \u003cli\u003eConsumer Protection Act 1997\u003c\/li\u003e\n    \u003cli\u003eSale and Supply of Goods Act 1994\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003eOn completion of this course learners will:\u003c\/p\u003e\n\u003cul\u003e\n    \u003cli\u003e\n\u003cstrong\u003eKnow how to establish positive relationships with customers\u003c\/strong\u003e\n        \u003cul\u003e\n            \u003cli\u003eIdentify the importance of correct appearance and behaviour\u003c\/li\u003e\n            \u003cli\u003eDescribe the importance of recognising customer needs and expectations\u003c\/li\u003e\n            \u003cli\u003eState the importance of product knowledge when relating to customers\u003c\/li\u003e\n            \u003cli\u003eIdentify signs of when a customer is angry or confused.\u003c\/li\u003e\n        \u003c\/ul\u003e\n    \u003c\/li\u003e\n    \u003cli\u003e\n\u003cstrong\u003eUnderstand why organisations have policies and procedures\u003c\/strong\u003e\n        \u003cul\u003e\n            \u003cli\u003eDescribe the legal frameworks by which organisations provide goods and services to customers\u003c\/li\u003e\n            \u003cli\u003eState the importance of contractual agreements that customers have with organisations\u003c\/li\u003e\n            \u003cli\u003eState the importance of codes of practice and standards that affect the way products and services are delivered to customers\u003c\/li\u003e\n        \u003c\/ul\u003e\n    \u003c\/li\u003e\n    \u003cli\u003e\n\u003cstrong\u003eKnow how to communicate information to customers\u003c\/strong\u003e\n        \u003cul\u003e\n            \u003cli\u003eState why there are limits an individual's responsibilities when dealing with customers\u003c\/li\u003e\n            \u003cli\u003eState the importance of clear, polities and confident communication\u003c\/li\u003e\n            \u003cli\u003eIdentify different methods of communication\u003c\/li\u003e\n            \u003cli\u003eDescribe when the different methods of communication are\u003c\/li\u003e\n        \u003c\/ul\u003e\n    \u003c\/li\u003e\n\u003c\/ul\u003e\n\u003cp\u003eWhen you've completed this online training you will sit an online test and, once successful, you can download your Virtual College certificate.\u003c\/p\u003e\n\u003ch3\u003eLesson Plan\u003c\/h3\u003e\n\u003cp\u003eThe subjects covered in this module include:\u003c\/p\u003e\n\u003cul\u003e\n    \u003cli\u003e\u003cstrong\u003eIntroduction\u003c\/strong\u003e\u003c\/li\u003e\n    \u003cli\u003e\n\u003cstrong\u003eFirst impressions\u003c\/strong\u003e\n        \u003cul\u003e\n            \u003cli\u003eFirst impressions count\u003c\/li\u003e\n            \u003cli\u003eAppearance and behaviour - good or bad practice?\u003c\/li\u003e\n            \u003cli\u003eBody language\u003c\/li\u003e\n            \u003cli\u003eCommunication - using the phone\u003c\/li\u003e\n            \u003cli\u003eCommunication\u003c\/li\u003e\n            \u003cli\u003eCommunication - written\u003c\/li\u003e\n        \u003c\/ul\u003e\n    \u003c\/li\u003e\n    \u003cli\u003e\n\u003cstrong\u003eMeeting customer requirements\u003c\/strong\u003e\n        \u003cul\u003e\n            \u003cli\u003eCustomer\u003c\/li\u003e\n            \u003cli\u003eServices required by user groups\u003c\/li\u003e\n            \u003cli\u003eResponsibilities\u003c\/li\u003e\n            \u003cli\u003eConsequences of not meeting expectations\u003c\/li\u003e\n            \u003cli\u003eIdentifying dissatisfied customers\u003c\/li\u003e\n            \u003cli\u003eDealing with complaints\u003c\/li\u003e\n        \u003c\/ul\u003e\n    \u003c\/li\u003e\n    \u003cli\u003e\n\u003cstrong\u003eKnow your products\u003c\/strong\u003e\n        \u003cul\u003e\n            \u003cli\u003eKnowing your products and services\u003c\/li\u003e\n            \u003cli\u003eHousekeeping staff\u003c\/li\u003e\n            \u003cli\u003eBar person\u003c\/li\u003e\n            \u003cli\u003eFood service staff\u003c\/li\u003e\n            \u003cli\u003eReceptionist\u003c\/li\u003e\n        \u003c\/ul\u003e\n    \u003c\/li\u003e\n    \u003cli\u003e\n\u003cstrong\u003eLegal aspects\u003c\/strong\u003e\n        \u003cul\u003e\n            \u003cli\u003eHealth and safety at work act 1974\u003c\/li\u003e\n            \u003cli\u003eData protection act 1998\u003c\/li\u003e\n            \u003cli\u003eEquality act 2010\u003c\/li\u003e\n            \u003cli\u003eConsumer legislation\u003c\/li\u003e\n            \u003cli\u003eSale and supply of goods act 1994\u003c\/li\u003e\n            \u003cli\u003eContracts\u003c\/li\u003e\n            \u003cli\u003eCodes of practice\u003c\/li\u003e\n        \u003c\/ul\u003e\n    \u003c\/li\u003e\n    \u003cli\u003e\u003cstrong\u003eSummary and recap\u003c\/strong\u003e\u003c\/li\u003e\n\u003c\/ul\u003e\n\u003ch3\u003eTarget Audience\u003c\/h3\u003e\n\u003cp\u003eThis course is suitable for anyone working in a hospitality setting.\u003c\/p\u003e\n\u003ch3\u003eDuration\u003c\/h3\u003e\n\u003cp\u003eApproximately 1-2 hours. The length of time taken depends entirely on how quickly you can study and absorb the material. The course is self-paced with approximately 73 interactive screens with multiple components. You do not have to complete all the training in one session. Your progress will be recorded throughout.\u003c\/p\u003e\n\u003ch3\u003eAccreditation\u003c\/h3\u003e\n\u003cp\u003eThis course is CPD Certified. The CPD logo will be included on your certificate.\u003c\/p\u003e\n\u003ch3\u003eCertification\u003c\/h3\u003e\n\u003cp\u003eOn completion of this course you will be able to print a Virtual College certificate.\u003c\/p\u003e\n\u003ch3\u003eEntry Requirements\u003c\/h3\u003e\n\u003cp\u003eThere are no specific entry requirements for this course.\u003c\/p\u003e","brand":"Virtual College by Netex","offers":[{"title":"Self Printed Certificate","offer_id":50706942919003,"sku":"01-FDX-01-005","price":25.0,"currency_code":"GBP","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0862\/8990\/8059\/files\/giving-customers-a-positive-impression-thumbnail-image.webp?v=1741782644","url":"https:\/\/shop.virtual-college.co.uk\/products\/customer-satisfaction-in-the-hospitality-industry-training","provider":"Virtual College by Netex","version":"1.0","type":"link"}