Customer service relies on staff being knowledgeable about the products and services offered by the establishment; and also being able to assist customers by using this information.
As an employee you automatically assume the role of ambassador for your business. Regardless of where you work, if you are in a frontline service position you will deal with customers and may be called on to provide information, advice, personal recommendations and assistance.
Components in this Module
1 - Introduction
2 - Accessing and Updating Information
- What Information Should you Know
- Finding Information
- Using Information
- Sharing Information with Colleagues
- Staying Updated
- Checkpoint 1
3 - Assisting Customers
- Assisting Customers
- Be Perceptive
- Anticipate Visitors Needs
- Visitor Types Challenge
- Checkpoint 2
- Be Accurate
- Ask the Right Questions
- Be Helpful
- Be Opportunistic
- Porter Showing Room
- Assisting Customer Examples
- Common Visitor Questions
- Showing Guest the Room Features
- Event Registration Staff
- Tourism Outlet Staff
4 - Seeking Feedback on Services
- Seeking Feedback on Services
Stage 1 - Seeking Feedback
- Seeking Feedback from Guests
- Guest Feedback Form Challenge
Stage 2 - Sharing Information
Stage 3 - Improving
- Checkpoint 3
No previous knowledge or experience is required.
The online courses are made up of a number of learning modules. Each module has an estimated time to complete them (click on the ‘i’ next to the module to get the time).
The time to complete a module can vary based on your existing knowledge of the material.
No need to finish the course in one session. You can log in and out as many times as you like, until the course end date. The course end date is shown when entering the training. The system remembers what you have completed and you can continue on from where you left off.
How does it work?
Once we receive confirmation of your payment (which could take up to 24 hours), you will receive an email with your login details. Go to the login page which will be emailed to you. Enter your details then click on the name of the course when you are ready to start.
How do I pay?
Pay with mastercard or visa through our secure PayPal internet payment facility. You can also select to ‘Generate an Invoice’ or ‘Make An Enquiry’ and we will get back to you with a group pricing as a quote or submission for you to respond to.
Who should do this course?
These courses are for anyone who wants to learn more or wants to extend their resume by becoming more knowledgable in their company.
How will I be assessed?
Each module is broken into sections with checkpoints, interactive challenges and quiz questions throughout. You are required to go through each section and answer every question correctly to be deemed competent. If you answer any questions incorrectly, you will be given feedback on which question you answered incorrectly. You can then correct your response and continue.
Will I receive a certificate?
These are non accredited corporate-based short courses and if successful you will receive a Certificate of Completion.
Steps to proceed with enrolling in a Course
Step 1 – Select a Course(s) by adding it to the Shopping Cart.
Step 2 – Pay for the course (using Paypal).
Step 3 – Once we have received the payment we will send you an email confirming your order.
Step 4 – This email will have instructions for connecting to the course, your login ID and password.
Step 5 – Complete the online course.
Step 6 – Once the course has been successfully completed, you will have access to your certificate.