| This level would provide students with a more in-depth understanding of the different aspects of customer service excellence in restaurants, such as the psychology of customer service, dealing with difficult customers, complaint handling, upselling and cross-selling, and restaurant feedback. Students would learn about the different ways to create a positive and memorable dining experience for guests, and how to build relationships with customers that will encourage them to return. |
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Module 1: The Psychology of Customer Service
- Understand the psychology of customer service and how it affects the customer experience.
- Learn about the different factors that influence customer satisfaction.
- Develop skills in understanding and responding to customer needs.
- Module 2: Dealing with Difficult Customers
- Understand the different types of difficult customers.
- Learn how to handle difficult customers in a professional and effective manner.
- Develop skills in de-escalating conflict and resolving customer complaints.
- Module 3: Complaint Handling
- Understand the importance of handling complaints effectively.
- Learn how to investigate and resolve customer complaints.
- Develop skills in communicating with customers about complaints.
- Module 4: Upselling and Cross-Selling
- Understand the importance of upselling and cross-selling.
- Learn how to upsell and cross-sell effectively without being pushy.
- Develop skills in recommending products and services that are right for the customer.
- Module 5: Restaurant Feedback
- Understand the importance of collecting feedback from customers.
- Learn how to collect feedback effectively.
- Develop skills in using feedback to improve the customer experience.
- High school or equivalent
- Strong communication and interpersonal skills
- Interest in the course topic
- Good level of English
| 50 GLH |