| This level would provide students with a basic understanding of the different types of conflict and how to resolve them effectively. Students would learn about the different steps involved in conflict resolution, such as listening to the other person, identifying the root of the conflict, and finding a mutually agreeable solution. They would also learn how to prevent conflict from occurring in the first place. |
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Module 1: Communication Skills for Customer Service
- Understand the importance of communication skills in customer service.
- Demonstrate the ability to communicate effectively with guests.
- Identify the different ways to listen actively to guests.
- Module 2: Problem-Solving Skills for Customer Service
- Understand the importance of problem-solving skills in customer service.
- Demonstrate the ability to solve guest problems in a timely and effective manner.
- Identify the different ways to prevent guest problems from happening.
- Module 3: Conflict Resolution Skills for Customer Service
- Understand the importance of conflict resolution skills in customer service.
- Demonstrate the ability to resolve guest conflicts in a positive and constructive manner.
- Identify the different ways to de-escalate a conflict situation.
- Module 4: Handling Difficult Customers
- Understand the different types of difficult customers.
- Demonstrate the ability to handle difficult customers in a professional and respectful manner.
- Identify the different ways to turn a difficult customer into a satisfied customer.
- Module 5: Building Customer Loyalty
- Understand the importance of building customer loyalty.
- Demonstrate the ability to build relationships with guests that will encourage them to return.
- Identify the different ways to exceed guest expectations.
- Module 6: Creating a Positive Customer Experience
- Understand the importance of creating a positive customer experience.
- Demonstrate the ability to create a memorable and enjoyable experience for guests.
- Identify the different ways to go above and beyond for guests.
- High school or equivalent
- Strong communication and interpersonal skills
- Interest in the course topic
- Good level of English
| 100 GLH |