Managing Customer Conflict In Hospitality
Quantity: 1
Managing Customer Conflict In Hospitality
Duration 1 hour
Last audited 13th March 2023
For me
For teams
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100% online training
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Start when you like
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Learn on any device (desktop, mobile or tablet)
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Instant assessment and result
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1 learner per course
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Train teams of all sizes
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Bulk discounts starting at 10% off 10 courses
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Pay by invoice with 30 day payment terms available (5+ courses)
£15 +VAT
include vat
Includes a 10% discount for 10+ courses
This Managing Customer Conflict in Hospitality course will help those working in hospitality deal with conflicts that can arise with customers. The hospitality industry is fast-paced and an often pressurised environment where conflict can easily occur. This course will teach you how to limit conflict, or even avoid it altogether, and help you stay safe at work.
There are many different factors that can cause a conflict. This course will examine the common causes of conflicts between customers and staff, and provide advice on what to do and what not to do when faced with a customer complaint. It also covers the role that alcohol can play in conflicts and includes information on steps to take to reduce conflict when a customer is intoxicated. By the end of this course, you will feel secure in your knowledge and understanding of what can cause a conflict with a customer and confident in dealing with any situation that may come your way. Once learnt, these skills can be applied to any future role you may have.
100% online training
Access anywhere
Same day digital certificate
Printed certificate posted next working day
Full audio voiceover
Assessment retakes at no extra cost
Developed by hospitality industry experts
Accredited by CPD and endorsed by the Institute of Hospitality
Bulk discount for orders of 10+ courses
What you'll learn
By the end of the course, you will:How to recognise the common points of conflict between staff and customers, and understand the importance of effective communication in resolving them.
- How to recognise the common points of conflict between staff and customers, and understand the importance of effective communication in resolving them.
- How to handle and deal effectively with customer complaints.
- How alcohol can impact on conflict with customers and how to limit this whilst adhering to the laws regarding alcohol consumption.
- Your rights as an employee with regards to being safe at work.
Training you can trust
Accredited by CPD
All of our courses are accredited by the CPD Certification Service as conforming to universally accepted Continuing Professional Development (CPD) guidelines.
Endorsed by the Institute of Hospitality
Additionally, this course is endorsed by the Institute of Hospitality as providing independently-evaluated, quality content that teaches good practice standards.
Engage and empower
Our in-house Learning Designers develop all of our courses to give you and your learners the most engaging training possible.
Module 1: Managing Customer Conflict in Hospitality
Delivering effective communication, customer complaints, COVID restrictions, handling customer complaints, alcohol safety, employee rights.
The online assessment is taken on completion of the training material. You will be asked 5 multiple choice questions with a pass mark of 80%. The answers are marked automatically so you will instantly know whether you have passed. If you don’t pass, don't worry! You can take the test as many times as you need with no extra charge.
This Managing Customer Conflict in Hospitality course is suitable for anyone who works in the hospitality industry. It can be taken by those with vast experience and by those new to working in hospitality, or who are returning to work after furlough. This certified online training is ideal for people working in positions such as, but not limited to:
- Waitress/Waiter
- Bartender
- Café worker
- Hotel receptionist
- Restaurant manager
