Course curriculum

  • 1

    Understanding Customer service, Hospitality, Sales and the Guest Experience

    • INTRODUCTION

    • EFFECTIVE GREETING

    • 1. UNDERSTANDING CUSTOMER & COWORKER PERSONALITY TYPES

    • 1. Narcissists

    • 2. Passive-Aggressive Types

    • 3. Gossips

    • 4. Anger Addicts

    • 5. Guilt Trippers

    • Now here are some very common personality types in the workplace,

    • 6. Happy Go lucky type

    • 7. The uncompromising One

    • 8. Snobs - The not so popular ones

    • 9. The Rebels:

    • NOW LETS HAVE FUN WITH THIS.

    • CUSTOMER SERVICE

    • Delivering 5 star customer service

    • 1. Customer Greeting & Acknowledgement

    • Following are some examples of conversation openers:

    • 2. Assessing Your Customers Want’s & Needs

    • In order to do this ensure you‘re:

    • 4. Building Sales & Gaining Commitment

    • Below are some of the scenarios and methods used to help you ‘add on’ to your items per sale:

    • Store Downtime

    • How to Overcome Objection

    • So what do you do when this happens?

    • 1. TRY TO NEGOTIATE

    • Selling Vocabulary Do’s & Don’ts

    • Vocabulary NOT TO USE!

    • HOSPITALITY

    • SERVICE GUIDELINES

    • YOUR GENERAL DEMEANOR

    • 2.​FINDING THE RIGHT PACE -

    • 3.​COMMUNICATING WITH MANAGEMENT

    • 4.​WHEN YOU ARE HAVING TROUBLE WITH ANOTHER EMPLOYEE

    • 5.​QUAD

    • 6.​ONCE YOUR SHIFT BEGINS

    • 7.​SETTING UP YOUR STATION AND SIDE DUTIES

    • 8.​PRE-SHIFT MEETINGS

    • SIX PRINCIPLES WE ALL LIVE BY

    • 2. ​WE TREAT ONE ANOTHER WITH RESPECT

    • 3.​WE ARE ALWAYS LOOKING TO DO “MORE

    • 4.WE CONSTANTLY COMMUNICATE WITH ONE ANOTHER

    • 5.WE ARE CAREFUL

    • 6.​A HAVEN FROM THE OUTSIDE WORLD -

    • THE CULTURE OF YOUR ESTABLISHMENT

    • 2.​SELF

    • YOUR ESTABLISHMENTS SERVICE SYSTEM

    • 2.​SERVICE STANDARD

    • 3. ​HOUSE RULES

    • 4.​ MAINTAINING YOUR STATION AND TABLES

    • 5. ​BE OUR GUEST

    • 6.​ OUR VOCABULARY

    • 7. ​FINAL SERVICE OBSERVATIONS

    • SALES

    • Be the Store’s Frontline Representative

    • Are You Prepared to Give Quality Service?

    • ARE YOU PREPARED TO GIVE QUALITY SERVICE?

    • Understanding Your Self-Assessment

    • Greet Customers in a Winning Way

    • 1. Acknowledge the Customer’s Presence

    • 2. Project a Professional and Friendly Image

    • 3. Create an Opening for Discussion

    • 4. Be Reassuring, Not Pushy

    • 5. Include the Entire Shopping Party

    • OBSERVE EFFECTIVE GREETINGS

    • Create Customer Loyalty

    • MEET YOUR CUSTOMERS’ NEEDS

    • Beyond Products:

    • BUILD A CONTINUING RELATIONSHIP

    • Earning Customers’ Trust

    • GO THE EXTRA MILE

    • Add the Finishing Touches to Your Customer Service

    • EXPLAINING FEATURES AND BENEFITS

    • Customers may need your help when:

    • BUILDING THE SALE

    • Building Customer Loyalty

    • CLOSING THE SALE

    • Closing: The Most Important Part of the Sale!

    • COMPLETING THE SALES TRANSACTION

    • The Finishing Touches

    • CUSTOMER SERVICE, HOSPITALITY, SALES AND THE GUEST EXPERIENCE TEST

BARTENDING TRAINING PART 2 OF 5

UNDERSTANDING CUSTOMER SERVICE, HOSPITALITY, SALES & THE GUEST EXPERIENCE

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