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Customer Service Excellence — Module 1: Service Mindset
Understand guest expectations.
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Course Overview
Guest care, communication, complaint handling, difficult situations and service recovery for hospitality teams.
Learning Outcomes
- Apply professional hospitality workplace standards.
- Communicate effectively with guests, colleagues and supervisors.
- Recognise role boundaries, escalation points and operational risks.
- Demonstrate learning through practical scenarios and assessment.
Course Structure
- Service Mindset — Understand guest expectations.
- Communication — Use clear professional language.
- Active Listening — Identify the real guest need.
- Personalisation — Provide appropriate attentive service.
- Complaints — Use a structured complaint response.
- Service Recovery — Take permitted corrective action.
- Difficult Situations — Remain professional and escalate risk.
- Accessibility & Inclusion — Support respectful inclusive service.
- Scenarios — Practise realistic guest interactions.
- Final Assessment — Complete customer-service assessment.
Assessment & Certificate
Recommended pass mark: 80%. Learners who satisfy the Academy completion requirements may receive a RICS Learning Academy Certificate of Completion. Where a subject requires statutory, regulated or externally accredited training, this Academy course is supplementary and does not replace that requirement.
YOUR LEARNING PATH
Course Modules
0 of 10 Modules Completed0%
MODULE 2Not Started
Customer Service Excellence — Module 2: Communication
Use clear professional language.
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Customer Service Excellence — Module 3: Active Listening
Identify the real guest need.
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Customer Service Excellence — Module 4: Personalisation
Provide appropriate attentive service.
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Customer Service Excellence — Module 5: Complaints
Use a structured complaint response.
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Customer Service Excellence — Module 6: Service Recovery
Take permitted corrective action.
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Customer Service Excellence — Module 7: Difficult Situations
Remain professional and escalate risk.
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Customer Service Excellence — Module 8: Accessibility & Inclusion
Support respectful inclusive service.
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Customer Service Excellence — Module 9: Scenarios
Practise realistic guest interactions.
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Customer Service Excellence — Module 10: Final Assessment
Complete customer-service assessment.
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