The way a business interacts with its guests before, during and after the purchase of goods and services determines the level of guest satisfaction-loyalty-retention-image and financial success. Exceptional customer service may give you a competitive edge, however, it requires that you have unique knowledge and skills to: understand guest behavior and needs, conduct rigorous market research and apply the necessary strategies for the creation and maintenance of an organizational culture that greatly values customer service.
Upon successful completion of this certificate you will be able to:
- Explore the history, role and marketing mix of customer service within a hospitality and foodservice setting
- Identify and discuss the financial and behavioral implications of service quality on business outcomes
- Analyse consumer behavior, expectations and emotions from a cross-cultural perspective
- Utilize the necessary mechanisms for the development and maintenance of a service-oriented culture
- Institute and apply effective programs, strategies and technology for the establishment and retention of strong customer relationships
- Design and employ integrated communication strategies for the promotion of customer service.
This certificate consists of the following courses:
- Principle Concepts of Customer Service
- Implications of Customer Service for Hospitality and Foodservice Operations
- Understanding Customer Behavior
- Creating and Preserving a Powerful Service Culture
- Establishing and Maintaining Strong Customer Relationships
- Communication Strategies for Promoting Service Excellence
Code: CUS510
Duration: 6 weeks
Equivalent Credits: 3 U.S./10 U.K.
Courses: 6
Award: Certificate of Completion in ‘Exceptional Customer Service for Hotels and Foodservice Operations’.
Price: $590
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