Handling Different Customers

About this product

This course contains three short modules developing your knowledge of how to handle different customers

  • Understanding Different Behaviour
  • Understanding Customer Needs
  • Being Disability & Cultural Aware

If you require Group Management make sure you select the Group Registration tick box next to the Add to basket button. Select the amount of licenses you require, you can add your learners from your Group Registration panel.


Course description

Understanding Different Behaviour

Building from the module Creating a Positive Environment where learners identified the effect of their behaviour, this module takes the behaviour cycle from the customer viewpoint and explores customer behaviours and why they happen.

Developing an understanding of customer feelings and personality traits learners develop knowledge of recognising the behaviours and choosing positive responses to complete a positive behaviour cycle.

Understanding Customer Needs

Although all customers have some basic expectations when they stay in a hotel such as cleanliness and safety, depending on why they have booked, customers have additional expectations. The ability to understand the different expectations and to meet or preferably exceed those expectations is the real art of the hospitality professional.

This module explores the differing needs of leisure, families, conference and corporate customers with lots of ideas.

Being Disability & Cultural Aware

Carrying on from Understanding Customer Needs this module overviews firstly some of the additional specific needs that customers with disabilities may have to deliver great customer service. Hospitality is international and having knowledge of different cultures to deliver great customer service is also the mark of the professional member of staff.  It is not exhaustive but will give learners lots of ideas and the potential to research further. We also offer a separate full module on being Disability Aware!

Designed for

Designed for all operational ‘front facing’ hotel staff.

The modules can be used as a complete programme or individually for specific training needs or refreshers. Individuals may like to develop their own knowledge and confidence or use the module certificates at interviews. The programme will contribute to the guided learning hours for those staff completing a hospitality apprenticeship.

Course modules

  • Understand Different Behaviours
  • Understanding Customer Needs
  • Being Disability and Cultural Aware