Courses

Manage Quality Customer Service

Customer service is the most important aspect of the hospitality industry. Managing the service delivery is therefore a very important process in ensuring the success of all departments.

Duration: 5 Hours

Department: Customer Service

Level: Essentials

Start: Flexible

Customer service is the most important aspect of the hospitality industry. Managing the service delivery is therefore very important to any successful operation. The Manage Quality Customer Service course covers:

Market and customer research
Service and quality standards
Customer service monitoring
Feedback collection and analysis

1. Develop quality customer service practices.
	1.1. Obtain information on customer needs, expectations and satisfaction levels using both formal and informal research. 1.2. Provide opportcourseies for customers and colleagues to provide feedback on products and services. 1.3. Review changes in internal and external environments and integrate findings into planning for quality service. 1.4. Provide opportcourseies for staff to participate in the development of customer service practices. 1.5. Develop policies and procedures for quality service provision.
2. Manage the delivery of quality service.
	2.1. Communicate policies, procedures and expectations to colleagues. 2.2. Make policies readily available to customers. 2.3. Monitor customer service in the workplace to ensure standards are met. 2.4. Initiate internal or external staff training to enhance customer service. 2.5. Take responsibility for service outcomes and dispute resolution.
3. Monitor and Adjust Customer Service.
	3.3. Assess the effectiveness of customer service practices. 3.4. Identify and evaluate systematic customer service problems. 3.5. Adjust policies and procedures to improve service quality. 3.6. Develop, document and communicate new approaches to all those involved in service delivery.