Customer Service Training Online.
Restaurant Staff Training
Deliver memorable guest experiences with our comprehensive hospitality customer service training online, specifically built for frontline restaurant and hotel teams. 74% of customers stay loyal to brands that treat them well, and half will walk after a single bad interaction. This course makes sure that interaction never happens on your floor.
Who it’s for
Front-of-house Counter staff Anyone customer-facing
Customer Course Modules and Curriculum
Definition of customer service vs customer experience, the loyalty loop, cost of poor service, the F&B customer journey from arrival to departure, first impressions.
The difference and why it matters, how kitchen actions affect front-of-house experience, the ‘moments of truth’ concept, mapping the customer touchpoints in a restaurant.
Active listening, empathy, positive language, clarity, tone of voice, non-verbal communication, follow-through, each with a practical F&B example and a wrong-vs-right scenario.
The HEARD model (Hear, Empathise, Apologise, Resolve, Diagnose), types of difficult customers, de-escalation language, what never to say, documenting complaints, when to escalate to management.
Who internal customers are (staff, suppliers, franchisors), why internal service quality drives external service, managing upward and lateral relationships, the service chain concept.
South African cultural diversity in F&B contexts, religious dietary requirements, language barriers, non-verbal cultural differences, avoiding assumptions, the ubuntu service philosophy.
The 4 personality types (Driver, Expressive, Analytical, Amiable), how to identify each type quickly, how to adapt your service approach, dealing with dominant customers, serving detail-focused customers.
The rules
Pass mark 70% on every module · 30 days’ access from enrolment
“The lessons your staff will actually finish, written for the floor, not the lecture hall.” — Robin van Rensburg, Hospitrain
R800.00
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