Communication & Hospitality Skills

In todays climate where competition is rife, customers are demanding that their customer service expectations are not just met, but that they are exceeded. Expectations are exceeded when you anticipate their needs and customer loyalty is built on successful customer service interactions and effective resolution of conflict situations. Exceeding their expectation will result in customer loyalty whereas mediocre service will result in them taking their business elsewhere.

Customers want to feel valued and companies are constantly exploring ways to retain their customers.  Having a good relationship with your customers, whether it is internal or external customers, will provide you with immense job satisfaction.

Whatever it is that your company does, when you deliver customer service you enter into a contract with the customer, whereby they buy a product or service and you in turn promise to deliver a consistently efficient service. 

The qualifying learner will be capable of: 

  • Explaining the relationship between business and the customer.
  • Providing customer satisfaction.
  • Solving problems that may lead to customer dissatisfaction.
  • Displaying appropriate behaviour when interacting with customers.
  • Identify and solve customer dissatisfaction issues using creative and critical thinking skills.
  • Work effectively with others as members of the team in communicating with all role-players to ensure customer satisfaction.
  • Organise and manage oneself and one's activities responsibly while interacting with customers.
  • Communicate effectively by using language skills in the modes of oral and/or written persuasion in resolving customer related problems.