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Qualification Details

Level 2 Restaurant Service Management – Customer Service Excellence in Restaurants

Program Overview

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.
    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