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!