Course Details

  • Course Code: N/A
  • Location: Online
  • Duration: 45 hours
  • Cost:
  • Qualification: All modern browsers and devices

Further Details

  • Course Access: Lifetime
  • Exams Included: Yes
  • Compatibility: All modern browsers and devices

Approved Course:




Course Modules/Lessons

Customer Service Certification

Module 1: Understanding Customer Service

  • What customer service is
  • About the different types of customer service
  • About customer service terminology
  • Why customer service is so important

Module 2 : The Customer

  • Who the customer is
  • About consumer rights law in the US
  • The difference between internal and external customers
  • How to find your niche within the industry

Module 3: Attitude Is Everything

  • How to make a great first impression
  • Why getting your clothing right is essential to the image you convey
  • How body language effects the way you are perceived
  • About the power of a positive attitude

Module 4: Caring For Your Customer’s Needs

  • About the client’s perspective of customer service
  • How to best meet a customer’s needs
  • How exceed customer expectations
  • Why communication is key to caring for a customer

Module 5: Customer Retention – How to Get Them Back

  • How to provide an effective after sales service
  • What to do when the customer is wrong
  • How to listen to and effectively deal with complaints
  • Why you need to show empathy with a complaining customer

Module 6 : Face-to-Face Customer Service

  • How to create a positive first impression
  • How to use your body language to communicate effectively
  • About other forms of non-verbal communication
  • How talking down your competition can have a negative effect on your image

Module 7 : Telephone Customer Service

  • About telephone etiquette
  • The advantages and disadvantages of telephone customer service
  • Tips for providing better telephone customer service
  • Why an efficient employee will take pre-emptive measures to improve customer satisfaction

Module 8 : Electronic Customer Service

  • The advantages and disadvantages of electronic customer service
  • What “Netiquette” is
  • The do’s and don’ts of sending emails
  • How to provide effective customer service electronically

Module 9 : Rescuing Difficult Customers

  • How to diffuse anger
  • Why keeping a calm demeanor will help solve issues faster
  • How to control you emotions
  • Why you should deal with a customers anger before solving their problem

Module 10 : Escalation

  • How to handle abusive customers
  • Why you shouldn’t cave in to unreasonable demands
  • When you should tell a customer “enough is enough”
  • How to handle physical threats

Module 11 : Make an Impression Every Time

  • How to retain customers through best service
  • Why your focus should also be on creating as uncomplicated and simple an experience as possible
  • Why any effective and talented customer service professional will have the ability to convince others of their opinion
  • A recap of the skills you need for customer service jobs

Hotel Management Certification

Module 1: Introduction to the Industry

  • The basics of the industry.
  • The scope of the industry.
  • The basics of hotel management.
  • Hotel management planning.

Module 2 : Products and Services Offered in the Hospitality Industry

  • The various products and services you should offer.
  • Additional products and services customers often seek.
  • How to handle customers when you do not have the products.
  • The future of services within the hospitality industry.

Module 3 : About Hotels

  • The different room types.
  • More about the rates.
  • The type of staff that are required for running a hotel.
  • The classifications of hotels.

Module 4 : Personal Appearance and Skills

  • What is expected from a manager with their appearance.
  • The skills expected from a manager.
  • Why those skills are important.
  • How to build your skill set.

Module 5 : The English Language & Your Local Knowledge

  • The importance of language as a hotel manager.
  • How to improve your English if required.
  • The importance of having local knowledge.
  • How to improve your local knowledge.

Module 6 : Types of Customers and Relationships

  • Types of customers.
  • How to identify their requirements.
  • Dealing with walk-in guests.
  • Disabled guests.

Module 7 : Taking Reservations by Phone and Email

  • How to take reservations by phone.
  • How to take reservations by email and online.
  • Information you need to learn about them.
  • Supplying booking confirmations.

Module 8 : Welcoming Guests and Checking In and Checking Out

  • How to greet guests.
  • How to perform the check in procedure.
  • How to assign the rooms.
  • How to complete the check out procedure.

Module 9 : The Do’s and Don’ts of Interacting with Guests

  • How to correctly interact with the guests.
  • The reasons why this makes a difference.
  • How to not interact with the guests.
  • The reasons why this makes a difference.

Module 10 : Developing Your Telephone Skills

  • The key to dealing with guests via the telephone.
  • How to provide a wakeup call.
  • How to deal with guest requests via the telephone.
  • How to provide room service.

Module 11 : Payment Methods and Dealing with Foreign Currency

  • The different payment methods.
  • How to deal with foreign currency.
  • How to understand exchange rates.

Module 12 : Front Desk Management

  • What we mean by front desk management.
  • The basics.
  • Understanding roles.
  • The importance of hiring the right person.

Module 13 : Housekeeping and Servicing Rooms

  • The basics of housekeeping.
  • The basics of servicing rooms.
  • The importance of these roles.
  • General cleaning of the hotel.

Module 14 : Building and Facility Management

  • The basics of building management.
  • The basics of facility management.
  • The importance of understanding these roles.

Module 15: Front of House Restaurant and Bar

  • The basic running of the restaurant.
  • The basic running of the bar.
  • Delegating jobs.

Module 16: Dealing with Lost & Found and Late Checkouts

  • How to deal with the issue of items that have been lost and found.
  • How to deal with the issue of late checkouts.

Module 17: Hotel Terminology

  • The key terms and their meaning.
  • Their importance to the industry.
  • Learn what GOPPAR is
  • Learn what an unconstrained demand is

Module 18: Career Progression

  • How your career can progress from start to finish.
  • The changing responsibilities with this progression.
  • International opportunities.

Module 19: Leadership Qualities and Engaging with Staff

  • The qualities of a successful leader.
  • How to develop those qualities.
  • How to engage with staff.
  • Common mistakes that are made with staff.

Module 20: The Key to Paperwork

  • The different types of paperwork.
  • How to organize things into a system.
  • The importance of checking everything.
  • The key to not being stressed by piles of paperwork.

Module 21: Dealing with Emergencies

  • How to troubleshoot.
  • Example of issues and how to deal with them.
  • How to deal with medical emergencies.
  • How to deal with overbooking.

Module 22: Dealing with Costs

  • How to deal with costs.
  • The importance of upselling.
  • How to provide value for lower costs.
  • How to reduce costs.

Module 23: Marketing Your Hotel

  • The basics of marketing your hotel.
  • The importance of keeping up with technology.
  • Hotel websites.
  • Using third parties.

Restaurant Management Certification

Module 1: Introduction to Front-of-House Hospitality

  • How to provide the best possible customer service at all times.
  • How the way you dress affects how you are perceived.
  • How to be professional even when the customer is being awkward.
  • How to look at your body language and understand how you come across.

Module 2 : The Role of Restaurant Manager

  • How the restaurant manager deals with the business side of the restaurant
  • How the manager deals with the front-of-house
  • How the manager deals with the general housekeeping
  • How the manager has to contend with customer issues

Module 3 : Types of Dining Establishments, Restaurant Layouts, and Decor

  • The different types of dining establishments
  • How this changes your management style
  • How to deal with different restaurant layouts
  • How to divide staff to cope with the layout

Module 4 : Customer Service

  • How to meet and greet customers.
  • How to take reservations.
  • How to correctly seat people.
  • How to take their orders.

Module 5 : Dealing with Customer Complaints

  • How to address the customer with their initial complaint.
  • A step by step guide on how to handle the situation.
  • How you must act on a personal level to address their issues.
  • How to adequately resolve the situation.

Module 6 : Know Your Drinks

  • The basics of different drinks
  • Which wine works best with which food
  • How to serve drinks correctly
  • How to give advice on drinks to customers

Module 7 : Know Your Food

  • Understanding the menu
  • Dealing with starters
  • Dealing with meat dishes
  • Dealing with fish dishes

Module 8 : Restaurant Licensing Laws

  • The importance of the laws
  • The need for an age verification process
  • How to ask for ID
  • The age verification laws

Module 9 : Building Guest Services Around Excellence

  • The areas where excellence is required
  • How to take guests into consideration
  • Dealing with feedback
  • Announcing the changes that have been made

Module 10 : A Restaurant System of Checklists

  • The importance of checklists
  • Where checklists should be used
  • What should appear in them
  • Who should be in charge of individual areas

Module 11 : The Importance of Team Work.

  • Why teamwork is important
  • How to build a good team
  • How to hire the correct staff
  • How to create a positive working environment

Module 12 : Health and Safety Laws

  • The basics of the health and safety laws
  • How they apply to the restaurant
  • What to do when an incident occurs

Module 13 : Health, Safety and Restaurant Management

  • To learn about different bacterium that cause food poisoning
  • To understand the importance of restaurant sanitisation
  • To learn how to keep food safe in storage
  • To understand how to write a health and safety policy

Module 14 : Dealing with Inspections

  • To learn about the different inspections that a restaurant may undergo
  • To learn about the inspection process
  • To learn about what to expect from the inspection process
  • To understand the restaurant's obligations to comply with inspection results

Module 15 : Digital Technology and Restaurant POS Systems

  • To understand the basics of POS systems
  • To learn about POS system features
  • To learn about the latest POS technology
  • To understand how to choose a POS system for a restaurant

Module 16 : Dealing With Staff

  • To learn about hiring staff and management
  • To learn about training employees
  • To learn about writing an employee handbook
  • To learn about creating an employee uniform

Module 17 : Planning and Pricing a Menu

  • To learn how to research a menu
  • To learn basic guidelines for putting together a menu
  • To understand the importance of being able to engineer a menu
  • To learn how to price a menu correctly

Module 18 : Restaurant Operations

  • To learn about how to create a restaurant budget
  • To learn how to cut food costs
  • To understand how energy costs affect a restaurant's profits
  • To learn about leasing restaurant equipment

Module 19 :Upselling Strategies

  • To understand the importance of training servers to upsell
  • To understand the importance of having a comprehensive understanding of the menu
  • To understand the importance of taking social cues when upselling products
  • To learn about different types of upselling strategies

Module 20 : Restaurant Entertainment and Music Licensing

  • To understand why entertainment and music licensing is necessary
  • To learn about the different licensing agencies
  • To understand entertainment and music licensing laws
  • To learn about when you require licensing for live entertainment

Module 21 : Restaurant Branding, Marketing, Promotions and Decor

  • To understand how to find your brand's purpose
  • To know what goes into a restaurant brand
  • To learn how to create a mission statement for a restaurant
  • To learn how to promote a restaurant to the masses

Customer Relationship Management Certification

Module 1 : What is Customer Relationship Management?

Module 2 : Looking at Customers

Module 3 : Measuring CRM

Module 4 : Developing the Relationship

Module 5 : Clarity in Meeting Preparation

How to Maximize Your Tips in the Service Industry Certification

Module 01: About the Service Industry

  • The different segments that exist in the service industry
  • Key terms and definitions relevant to foodservice
  • Sample jobs that rely on tips to make up their salary and wage expectations
  • The qualifications needed to work in the service industry

Module 02: Customer Service and the Service Industry

  • Why customer service is so important
  • Why you need to understand the motives of your customers
  • The three key aspects of a customer’s experience
  • How to customize a customer’s experience, based on their motives

Module 03: The High Cost of Bad Service

  • The definition of bad customer service and common examples
  • Why bad service happens
  • The impact that providing bad service to just one customer can have
  • How social media plays a role in the importance of consistent and quality customer service

Module 04: What is Quality Service?

  • What quality service is
  • Information about three popular and successful customer service models
  • Details about the three circles of customer service and how they can improve your tips
  • How to anticipate your customers’ needs

Module 05: Tipping Habits

  • How the practice of tipping began
  • Why people tip
  • Interesting facts and statistics about tipping practices
  • The truth behind common tipping myths

Module 06: Maximizing Your Tips — Aesthetics

  • Why personal appearance matters, when it comes to tips
  • Ways to amend physical aesthetics, in order to increase tips
  • How the way your workplace looks can affect your tips
  • How to organize the interior of the establishment, in order to increase the likelihood that your customers are going to tip

Module 07: Enhance the Guest Experience Through Action

  • Why personality matters in tip-based positions
  • Specific things you can do, to appear friendlier and more personable to guests
  • How you can establish a connection with your guests
  • The importance of upselling, and how to do so, without pressuring your guests

Module 08: Tips and Finances

  • The common financial mistakes made by those in the service industry
  • Information about how tips are treated at tax time
  • Information about reporting requirements, when it comes to tips
  • The importance of creating a budget

Module 10: Other Ways to Earn More Money

  • What kind of courses and programs you can take that may help you earn more money
  • The way experience ties into money and how you can make the most of your time with any given establishment
  • Information about applying for promotions within your organization
  • Information about switching jobs

Module 09: Handling Mistakes, Missteps, and Failures

  • How to identify where the customer service failure lies using the five gaps model
  • General information about how you can recover from customer service mistakes
  • The model used by Disney and other organizations around the world, to resolve customer complaints
  • Details about how to apply customer service lessons to your own position

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FAQ's

  • Who can take the course?

    Anyone who has an interest in gaining a greater understanding of this subject is encouraged to take the course. There are no entry requirements to take the course.

  • What is the structure of the course?

    The course is broken down in to individual modules. Each module takes between 30 and 90 minutes on average to study. Although you are free to spend as much or as little time as you feel necessary on each module, simply log in and out of the course at your convenience.

  • Where / when can I study the course?

    You can study the course any time you like. Simply log in and out of the web based course as often as you require. The course is compatible with all computers, tablet devices and smart phones so you can even study while on the move!

  • Is there a test at the end of the course?

    Once you have completed all of the modules there is a 30 (multiple choice) question test. The questions will be on a range of topics found within the modules. The test, like the course, is online and can be taken a time and location of your choosing.

  • What happens if I fail the test?

    If you don’t pass the test first time you will get a second opportunity to take the test again after further study.

  • When will I receive my certificate?

    Once you have completed your test you can log in to your account and download / print your certificate any time you need it. If you would prefer us to post you a certificate there will be an admin charge of $16

  • How can I pay?

    We use Paypal for all payments on the site. You can either use your Visa, MasterCard ,American Express, Solo cards or PayPal account to pay for the online course. All payments are handled securely by Paypal.

  • Is my payment secure?

    As previously mentioned your payment is totally secure. We use the latest ssl encryption for all transactions.

  • How long after payment can I begin the course?

    You can begin the course immediately after your payment has been received.
    You should receive an email with your log in details as soon as your payment has been accepted. If you don’t get this email please check your junk folder, failing that please contact us for further assistance.

  • How long is my certificate valid for?

    There is no expiry or renewal fees

Go at your own pace. There are no time limits for this course.
This course is compatible with all modern devices and browsers.
On completion of the course you will be awarded a certificate.
We are here to help if you have any problems.

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