Hospitality and Customer Service

Suitable for all staff in a customer / client / patient facing role.


This Customer Service Course is designed to help anyone who works in customer service improve their customer service skills in order to provide each customer with the best possible experience every time.

All businesses, whether they operate face-to-face, over the phone or by e-mail, should strive to give their customers the best experience they can in order to maintain relationships, status and success.

This course aims to provide those who work in the customer service industry with the information and skills needed to go above and beyond with the customer service that they provide.

Course Contents

  • Customer service
  • Who are customers
  • Communicating effectively
  • Attitude
  • Skills for customer service
  • What to customers want
  • Greeting customers
  • Hello my name is….
  • Establishing rapport
  • Following, questioning and reflective skills
  • Telephone skills
  • Written communication
  • Positive organisational image
  • Presentation and manner
  • First impressions
  • Service standards
  • F.I.S.H. Philosophy
  • Customers with special needs
  • Dealing with difficult behaviour
  • Customer attitudes

Course Outcomes

Successful completion of this training course will result in the award of a CPD accredited certificate covering all aspects of the above course contents.

Hospitality and Customer Service
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