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Sector-specific

Reception and guidelines for dealing with customers

Hospitality and Tourism 3 hours

Introduction

This training course in Reception and Guidelines for Dealing with Customers offers you specialised training in this field within the Professional Field of transport and guidelines customer service etiquette. Through this training course on Reception and Customer Service Etiquette, students will be able to describe information elements to customers, such as signage, directional signs and markings, as well as the measures to be taken to prevent the spread of COVID-19, all in accordance with the new preventive protocols defined. Similarly, you will also learn the types of customers and how to carry out a personalised service, as well as to recognise the elements of communication.

Objectives

  • Describe information elements for customers, such as signage, directional signs and floor markings, all in accordance with the new preventive protocols that have been defined.

  • Identify the types of customers according to various criteria.

  • Learning how to locate the service centres health services, hospitals and the nearest A&E departments.

  • Understanding the characteristics of a personalised service and know how to carry it out.

Table of Contents

TEACHING UNIT 1. INFORMATION, ADVICE AND CUSTOMER SERVICE TECHNIQUES IN LIGHT OF THE NEW PREVENTIVE PROTOCOLS

  1. Identifying elements of communication with the customer
  2. Providing personalised care.
  3. Customer classification.
  4. Description and analysis of the preventive measures that must be implemented and which directly affect passengers.
  5. Locate the nearest healthcare centres, hospitals and A&E departments to advise the customer.

TEACHING UNIT 2. PROTOCOLS AND INFORMATION MEASURES: (IN CUSTOMER SERVICE OFFICES, THROUGH COMMUNICATION CHANNELS AND BY THE DRIVER THEMSELVES, AS APPROPRIATE)

  1. Protocols for in-person information provision at customer service offices, ticket offices, etc.
  2. Description of the information procedures in customer service offices or via other standard communication channels.
  3. Description of the procedure to be followed by the driver (practical and informative measures).

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