Training Programmes
Courses Available Nationally
1 or 2 days depending on level
To learn faster and execute better than your competitors is the only sustainable competitive advantage. Whether 5* or Budget Hotel - Michelin Restaurant or local Café, exceeding customer expectations drives loyalty, word of mouth marketing and growing sales and profitability.
How good are you really – do you and your teams create raving fans?
The National Skills Academy for Hospitality understands the challenges and explores how we can help those who yearn to learn faster and execute better than their competitors.
Make a difference to you and your team and give them the personal development they deserve. These programmes are aimed at the behavioural and skills knowledge which help you team deliver time and time again.
The Academy’s programmes are aimed at supervisors through to upper management levels:
- Customer service Professionals Programme: a variety of customer service techniques for all front line staff and Professionals wishing to become a Coach or Facilitator.
- Customer Service Coaches Programme: managing your employees to deliver the best customer service.
- Customer Service Facilitator: training to become a facilitator, allows trainers to train others to provide these programmes in-house.
Customer Service Professional Programme
Where: 1 day, Classroom,Regional/In-House
Content:
Product knowledge, product quality, speed of service and communication skills, which will then produce the warmth and confidence in the person. This is then followed by the learning guides and post training elements that are based in the working environment with Level 3 facilitators assessing them.
Modules include:
• What is your role?
Why work in hospitality? What makes companies successful? What skills are needed to meet/exceed customers’ expectations?
• Bad Service?
What are the characteristics of bad service? What is the cost of bad service? What is the cure? Addressing attitude and behaviour?
• Excellent Service: Procedures
What are the characteristics of excellent service? Addressing following areas: technical skills, product knowledge, organisational aspects and customer expectations at a personal and professional level to provide excellent customer service.
• Excellent Service: Behaviours
What are the characteristics of excellent service? Communication skills, complaint handling, knowing your customer, selling techniques and how friendly you are you?
• Portfolio of Learning and Multiple Choice Test
The final module is designed to help the transition from classroom to outlet
Customer Service Coaches Programme
Where:2 days Classroom(inc 1 day Professional Programme), Classroom,Regional/In-House
Content:
Managing your employees to deliver the best customer service and enables mangers to facilitate the learning from Level 2 and provides communication and coaching Skills to help develop a team based approach to customer service.
These modules include:
• The Challenge of Management
Understand your crucial role in managing customer service performance in your outlet and why employees aren’t performing as they should. Describe the basis of coaching within the workplace.
• Coaching and Facilitating Skills
Identify three common methods of communication. Understand discussions through a combination of different questioning techniques and methods of handling answers. The importance of effective listening and feedback. What are the derivable benefits and results from group work and how to handle difficult situations?
• Cascading Skills
Understand the four levels of development and complete training needs analysis. Describe key aspects of coaching, and how it can be used to improve employee performance. Choose from a range of coaching activities appropriate for your outlet. What a role model is and how they are used to develop team dynamics.
• Return on Coaching Investment
Compile your own operational checklists covering all the aspects of procedures and understand how to use different performance evaluation tools to measure the quality of your customer service.
• Portfolio of Learning and Multiple Choice Test
The final module is designed to help the transition from classroom to outlet and cover how the level 2 candidates are assessed as part of their development.
Customer Service Facilitator
Where:3 days Classroom(inc Professional and Coaches Programme),Classroom,Regional/In-House
Become a trainer to train others with these programmes in-house. One day in the classroom offering, product knowledge, product quality, speed of service and communication skills, which will then produce the warmth and confidence in the person. Following this, learning guides and post training elements based in the working environment with licensed facilitators assessing.
Comprises of a three day course, with an assessment cost of £2,000 per trainer. This will enable you to provide the nationally recognised qualification In-house and to surrounding business. The license reduces to £900 per annum thereafter.
Course Dates:
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