Project 1

• Develop a basic customer service training manual for a service organisation of your choice. The organisation should be in the tourism, hospitality, or events industry.
• The training manual can be presented by the method of your choicewritten, computerised, PowerPoint, DVD video.
• The customer service information that needs to be covered in the training manual includes but is not limited to:

1. Description of the organisation and types of products/ services offered.
2. Description of the basic target market including preferences, needs and expectations.
3. Professional service standards expected of service industry personnel.
4. How staff should share product and service information and suggestions with customers.
5. Types of socially and culturally diverse customers they could encounter and effective communication techniques for service delivery.
6. How to offer extras and add-ons with examples provided.
7. How to action special requests with examples provided.
8. Expectations for team work.
9. Details of organisational goals and promotional focus.
10. Team working and liaising with other staff members.
11. How to manage difficult service situations (eg delays and compensation).
12. Methods to handle customer complaints including individual staff responsibility, authority, organisational constraints and timing. Provide them with example complaints and solutions.
13. Communication techniques to use whilst handling complaints.
14. To whom staff should report complaints and what feedback to report.
15. How and where to record customer information.
16. List and description of promotional initiatives and how they are to be implemented.
17. How staff can provide enhanced products and services to clients and customers based on customer information.
18. Techniques for developing customer relationships.