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Foundations of Service Quality

Customer service skills are highly valued by employers, and continue to be among the top skills required in most workplaces.

Foundations of Service Quality is a comprehensive, practical introduction to the principles of providing a quality service experience. This course is ideal for people who are either entering the workforce for the first time or after a significant break, or are fairly new at working in a front-line, customer-facing role.

The course will cover:

  • Basic customer service, communication and teamwork skills – some of the key 21st century skills
  • Relationships between service quality, customer experience, and business objectives
  • The importance of front-line employees in service sector businesses
  • Expectations from the point of view of customers, employers, and employees
  • Communication etiquette and best practices
  • Service recovery techniques
  • Metrics used to assess customer experience and service quality

The Foundations of Service Quality classroom course is estimated to be 6 hours long. The lessons include fun, interactive activities and students will go home with ideas and skills that they can apply to their job right away.