Overview

Unfortunately, not all customers are cheerful and understanding! Hospitality team members are expected to be able to respond positively and professionally. Maintaining a positive customer experience to the very end is vital.

This module firstly considers why customers may behave differently based on 2 factors; temporary moods based on temporary feelings and specific personality traits. The module 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

Format

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

Learning Objectives

• Consider why customers behave differently
• Identify positive behaviours to use with different customer behaviours

Accreditation

This module is accredited by the Institute of Hospitality with CPD points

Who Should Take This Course?

This module is designed for all operational and supervisory roles in ‘front-facing’ hospitality teams and individuals. Ideally the module 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 module 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.

Test

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.

Post-Module 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 module 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.