Introduction to Customer Service

In Partnership with Ecole Hoteliere de Lausanne (EHL)

Overview

Excellent customer service creates satisfaction, leading to customer loyalty and profitability. This course examines the essential components hospitality staff should focus on when delivering great customer service.

Course Dates: 16 & 23 Nov 2022 (Wednesdays)

Duration: 2 days, 9am to 5pm

Location: Singapore Institute of Hospitality

Register Your Interest

Course Fee Before Subsidy: $450 (Excl. GST)

Course Fees After Subsidy:

Singaporeans & Permanent Residents of Singapore (Inclusive of GST)

Singaporeans aged 40 and above (Inclusive of GST)

$240.75

$144.45

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Who Is This For:

This course will benefit team members whose role requires them to interact with customers/guests, such as front office agents, F&B servers, housekeeping room attendants, retail associates, etc. 

What You Will Learn:

  • Differentiate guests based on their characteristics, needs and expectations.
  • List the different touchpoints within the customer experience.
  • Elaborate on the different steps of customer service from customers’ reception to farewell.
  • Identify challenges and risk linked to the customer experience.
  • Examine causes and effects of customer satisfaction and dissatisfaction.
  • Satisfy customers’ needs in products and services.
  • Identify satisfaction and dis-satisfaction cues when interacting with customers.
  • Implement actions to positively influence the customer experience.
  • Apply techniques to perform service recovery.

Why You Should Register:

Equip yourself with essential Customer Service skills to succeed in the hospitality industry.

Earn a highly accredited VET by EHL and WSQ Certification and propel your career to executive and management levels in customer service and front facing roles.

Related Job Titles:
Chief Customer Officer (CCO)
Customer Service Manager (CSM)
Relationship Manager
Client Services Manager
Customer Support Manager
Guest Services Manager

 

Certification:

This module is part of the Vocational Education & Training (VET) by Ecole Hoteliere de Lausanne (EHL) programme certification as well as the WSQ certification.

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"I found this course to be very helpful and my overall experience at SIH to be extremely informative. What I've learnt here has really  helped me to become better at my profession! I've truly enjoyed my time at SIH and I look forward to learning more!"

Ethan Yeo 
Full Time Barista
Super Coconut

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