REFRESHER COURSES
START 5 December 2022
START 5 December 2022
Management of service and quality of service
duration:
72 ac. hours
form of carrying out:
online
price:
15 000 rub.
During the training, you will learn the basic principles of management, service development and improving the quality of service at catering establishments
This course is for you if you
You work as a food manager or administrator
You run either a business or are a top manager of a company in the service sector
Only recently started to work in the field of service and provision of services to the population
Student at a specialized university
From us you will learn
- Draw up a commercial offer that the client really expects from you
- Develop service standards in the enterprise
- Own methods of monitoring and assessing the implementation of service standards
- Carry out high-quality recruitment
- Own the technologies for creating processes and service management systems in the enterprise
- Develop and implement a training policy for the organization's personnel
Course author and speaker
Novikova Zhanna Viktorovna Candidate of Technical Sciences, Professor of the Department of Food Industry, Hotel Business and Service, BIOTECH UNIVERSITY |
Program modules
Topic 1
Service strategy
Topic 2
Mentoring (mentoring) as the key to success
Topic 3
Service management
Topic 4
Service standards
Topic 5
Analysis of the quality of service and control over the implementation of standards
Topic 6
Management of service behavior of workers
Topic 7
Service for the client.
Customer service procedure
Customer service procedure
Topic 8
Customer service by phone
Topic 9
Handling claims
Document
At the end of the training, students are issued certificates of advanced training of the established sample
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