UK: 0844 854 9218 | International: +44 (0)1488 580017
Description
Handling Different Customer Behaviours is designed for all operational and supervisory roles in ‘front-facing’ hospitality teams and individuals. Ideally the course should be part of an induction programme, but it is successfully used at any point during employment to meet a specific need to drive up standards of customer service in teams or with specific individuals.
The online course will contribute to the off-the-job training hours for team members undertaking a Level 2 Hospitality Team member apprenticeship or a Level 2 Customer Service apprenticeship.
This online course firstly considers why customers may behave differently based on 2 factors; temporary moods based on temporary feelings and specific personality traits. The course takes learners through different scenarios related to the hospitality environment, to develop the skills of reading different behaviours and relate to how the customer may be feeling. Using the principles of the Behaviour Cycle, another series of scenarios help learners to consider the impact of choosing a negative response v a positive response. That most hated of customer behaviours ‘clicking fingers’ is also addressed! A key message is to always ‘look’ at customers and be aware that people’s moods may vary depending on how they feel … juts like us! but also, to remember that most customers are nice!
Key benefits of this module:
- Learn to read customers body language and how they feel
- Use positive responses that fit with the customer behaviour
- Learn ways to handle a range of customer behaviours
- Learn to control negative reactions when customers are rude
- Encourage learners to think customers may be having a bad day
- Remember that most customers are nice!
- Remember to not take nice customers for granted … they may be a bad mood one day
- Become more confident to manage difficult customers
How is this Handling Different Customer Behaviours course delivered?
The course is delivered fully online and is split into three highly interactive sections. Learners will engage with lots of questions and activities that use real hospitality situations to draw out an understanding and finish with a quiz to ensure points are remembered and understood. The module may be completed in short sections over a period of time or all at one go! In addition, there are links to websites and documents that can be used to research further learning.
Sections include:
- Why customers behave differently
- Identifying different behaviours
- Responding to different customer behaviours
Institute of Hospitality
This online course is endorsed by the Institute of Hospitality (IoH). The IoH is the leading professional body for hospitality professionals. They promote professionalism in the hospitality industry through lifelong learning.
A CPD Certified Course
This online course has reached the required Continuing Professional Development (CPD) standards and benchmarks, and the learning values have been scrutinised to ensure integrity and quality by the CPD Certification Service.
Learning objectives
By the end of the course you will be able to@
- Consider why customers behave differently
- Identify positive responses and actions to use with different customer behaviours
Entry requirements
There are no entry requirements.
Course assessment and certification
At the end of the course, learners complete a 14-question quiz in the same style as the learning activities (drag-and-drop, single choice, multiple choice). The pass mark is 80%, with unlimited retakes available. A certificate is downloadable once the course is successfully completed.
Post-Course Action Plan
Completing training doesn’t always mean that action and change happens! Learners can download our unique actions plans from within the module and complete a series of questions which help learners to apply the information in the course to their workplace and identify areas where they need further information or training. Managers can use the action plans to discuss with individuals or their whole team not only to organise additional information to drive customer service improvements.
