Managing the Delivery of Customer Service | Hospitality Training Services

Managing the Delivery of Customer Service

Training Services

This course is designed to provide managers and supervisors with the skills necessary to develop and manage a dynamic, customer-focused workforce. Attendees will gain an understanding of how to improve the customer experience through creating and implementing, monitoring and evaluating customer service processes.

• Define customer service.
• Methods of managing the delivery of customer service.
• Meeting the needs and expectations of different types of customer.
• Customer service legislation.
• Methods of improving the customer experience.
• Methods of monitoring customer service.
• Methods of evaluating customer service.
• The importance of making improvements to customer service processes.
• 1 day

• This course forms part of the ‘Principles of Management Programme’. Additional courses within the programme include: Key Principles of Management and Leadership, Appraising and Developing Staff, and Improving Your Own Management and Leadership Performance.
• Successful completion of all 4 modules can lead to the NOCN Level 3 Certificate in Principles of Management (QCF) Qualification.

Course dates:
• This course can be delivered as part of an in-house training programme, within your own business.
• Alternatively, please view our events page for upcoming open courses in Sheffield

Managing the Delivery of Customer Service

Client Testimonials

“ A complex hotel audit was professionally executed...A truly professional outfit with hospitality and good practice at the heart of it all!”

— Peter Martin, General Manager, The Croft Hotel

“ James was able to assist my business across several areas, improving systems, operational activity, health and safety, HR issues and an overall support in pressured times. ”

— A. Mayland, Vittles

“ We commissioned Cena to implement a group Food Safety System...We were very impressed by Cena's "can do" attitude, pragmatic approach, and importantly their ‘after care service'”

— Richard Cooke, Group Business Development Manager, Options Group

“ Excellent understanding of the legal requirements within the catering industry...We would recommend cena to anyone needing HR support tailored to suit the needs of their business.”

— D. Spanier, Abbeydale Golf Club

“ enthusiastic training provider, adapting the courses to fit in with the needs of the business and giving full support to the trainees throughout. ”

— C. Wilson, Director, Lynx Services

“ …I found James to be very responsive and flexible in his approach to meeting our exact requirements. His knowledge of food safety and assessment criteria has proved most valuable…”

— Mark Wilson, Head of Products, The Test Factory

“ We hired James to create some teaching material...and highly recommend him for his professionalism and industry knowledge. Top Qualities: Great Results, Expert, High Integrity.”

— Anne-Marie McDermott, Lecturer, Coventry University College

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