12 Modules
Module 1:
How is customer service defined within the western world, and what is expected of staff within the hospitality industry and how 'Quality Service' is defined.
Module 2:
How cultural differences can lead to miscommunications / annoyances and how to avoid these.
Module 3:
How to present a good self image. The differences between informal and formal English. Lists of informal and formal phrases, and how to determine the correct language to use.
Module 4,5,6 & 7: Common English phrases used within the service industry
- For specific realistic work situations e.g.Greetings
- Requesting information and asking questions
- Speaking on the phone
- Writing messages / faxes
- Giving information on
- services / facilities
- Food and drink ¨C menu and taking orders
- prices / rates / the bill
- local amenities / attractions
- Dealing with difficult situations
- Handling a complaint
- Agreeing
- Disagreeing
- Apologising
- Saying 'no' politely
Module 8:
Pronunciation and spelling of common forenames and surnames.
Taking and giving messages and writing short messages.
Module 9: The use of tone and intonation
- to determine a speakers message / mood by their tone and intonation
- to use the correct tone and intonation when speaking
- to clearing deliver your message in the most polite way
Module 10: Voice Skills ?
Using your voice to present a pleasant , welcoming and professional image
Module 11 & 12 : Role Plays
