The course is theoretical and practical, with good examples and small and big assignments. The introduction "What I Know About" focuses on the topics that come. Students can think through and discuss the concepts before continuing. The purpose is to facilitate contact net to the theoretical material. The sections end with repetition questions and subsequent issues (major assignments).
Emphasis is placed on making the course interesting for the students. Terms that must be learned are defined as they appear.
Good luck with the learning. I am grateful for feedback from students and instructors about how the course works.
We look at the origins of the term service, and where it has taken us in modern times.
We look at the customer taking part in the production process.
We have a look at the different values that important for a salesperson and a service worker to know.
We look at the Expectation Model, and see how it affects customer's expectations to the business.
We look at Core Services and Peripheral Services, and see how they combine to provide the business's services, and what effects they have on customers.
We look at the Service Package, what it contains, and how it affects the business's product's prices.
We look at the customers, and see why we should consider them to be in the center.
This practice test is designed to be a summary of what you have learned throughout the service section of the course. We do a quick recap of the important points that were made.
We have a quick look at what we need to know in order to achieve good collaboration.
We look at collaboration in the work place, how to handle poor communication, and how to improve collaboration in the work place.
We look at good personal abilities and characteristics, and the service workers personal characteristics.
A quick test for you to check your knowledge regarding collaboration.
We're having a look at how to communicate, and what effects communication can have.
We look at what communication disturbances are, and how we can avoid them, or work around them to ensure we communicate properly.
A quick quiz for you to check what you know about communication.
We look at the concept of culture, and what effects culture have on us as service workers.
We look at differences and similarities between human beings from different cultures.
We look at communication between, or across, cultures. How we should communicate across cultures, and how to interpret others' culture when we work as a service worker.
A quick quiz to have a look at what you know about cultural understanding.
We look at what we want to cover throughout this section of the course. We also have a look at what the goal for this section of the course is.
We look at the foundations of what the customers needs are, and what this means for us as service workers.
We look at what segmentation of the market is, and how we can segment the market. We also have a look at some basic marketing terms, and what these terms mean for us as service workers.
We look at motivation as the reason for purchase, and have a look at how this affects our day as service workers or sales people, and see how we can manipulate motivation for our benefit.
We look at target audiences, and see how important it is for the business to find the correct target audience. We also take a look at how marketing affects the salespeople and service workers.
A quick quiz to test your knowledge on customer needs.
We have an introduction to the sales role, and see the similarities between sales people and service workers.
We have a look at what the salespersons role is, and how similar this is to the service worker, and vice versa.
We look at the sales conversation, and the techniques we could and should apply to make sales happen.
We look at follow-up and repurchase, and learn about what these terms mean for the business, and for you as a salesperson or service worker.
We look at how we should treat the phone, and how we should treat physical customers in our facility when the phone rings, as well as how we should treat customers who call us.
A quick quiz to test your knowledge on the sales topic.
We look at ethics and morals, and how they affect our daily tasks as service workers and salespeople. We also sum up the course.
I am a HORECA Consultant, as well as consulting for businesses on other topics, mainly sales and marketing (marketing strategies) and employee training. On the management level, I mostly consult on economics and investments. The main subject I teach employees at a company is how to behave themselves in front of customers. I feel many of my colleagues focus on how to "idealize" the customer or client, while I focus on how to treat the customer - I believe it's important to know that there's a fine line between receiving criticism from a customer, and to be abused by one.