Curriculum for this course
Intro
2 min
What is service
2 min
Service and Experience
2 min
Different service systems to improve service
4 min
The Guest journey – a framework to understand service
3 min
The Guest journey – how to use it to improve service
3 min
Service design – The service blueprint
5 min
Designing your service according to behavior and your guests
4 min
How do we measure service
3 min
How to create experiences
4 min
Guest Psychology of guest service
3 min
Guest psychology – What are Expectations
4 min
Emotional Intelligence – the important trait of service providers
3 min
Service communication – how to improve it by using emotional intelligence
4 min
The importance of a good welcome and great farvel to improve service
5 min
FAQ 1
3 min
FAQ 2
5 min
Description
As professionals in the field of hospitality, a huge part of your job entails communicating with different types of customers every day. Because of this, it’s important to keep your customer service skills polished so that you’re always ready to serve guests in any situation.