Skip to content

Principles of Customer Service in Hospitality, Leisure, Travel & Tourism

Basic, 1 Hour, Self-Printed Certificate, Online Study

Franklins Training Services


£36 inc VAT
Study method
Online, self-paced
1 hour
No formal qualification
1 CPD hours / points
Additional info
  • Certificate of completion available and is included in the price

Add to basket or enquire


This course will help employees understand the benefits of excellent customer service and how to use them in order to provide for the customer’s needs and expectations.

This Hospitality: Principles of Customer Service in Hospitality, Leisure, Travel and Tourism course provides information to teach employees about customer service, which is vital in the hospitality industry.

By completing this course you will be improving your workforce and minimising the risk of bad publicity.

On completion of this course learners will be able to:

  • State the role of the organisation in relation to customer service
  • Identify the characteristics and benefits of providing excellent customer service
  • Understand why it is important to show good product knowledge to achieve organisational success
  • List the effects of behaviour, motivation and a positive attitude on achieving good customer service
  • Explain why personal presentation is important in customer service
  • State how good communication skills are a vital part of providing excellent customer service
  • Identify customers’ needs and expectations and how these can be met or exceeded
  • Understand how to deal with complaints and the importance of complaint handling procedures.


1 CPD hours / points
Accredited by The CPD Certification Service

Course media


The subjects covered in this module include:

  • Introduction
  • Features of customer service
    • He heart of a business
    • Ken’s nine top tips
    • Applying Ken’s nine top tips
  • The benefits of excellent customer service
    • Ken’s reflective questions
    • Individual benefits
    • Organisational benefits
  • Customer needs and expectations
    • Internal and external customers
    • Internal or external?
    • Online feedback
    • Customer expectations
    • Customer needs
  • Complaints
    • How do you view complaints?
    • Handling complaints
    • An opportunity to improve
    • Following procedures
    • Company complaints procedure
    • L.A.S.T
    • How are we doing?
    • Product knowledge
    • Applied product knowledge
    • Complaints
  • Role of the organisation
  • The Grand’s brand standard
  • Customer reviews
  • Summary and recap

Who is this course for?

This course is suitable for anyone working in a hospitality setting.

Questions and answers

Currently there are no Q&As for this course. Be the first to ask a question.


Currently there are no reviews for this course. Be the first to leave a review.


What does study method mean?

Study method describes the format in which the course will be delivered. At courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

What are CPD hours/points?

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on, many of which can be completed online.

What is a ‘regulated qualification’?

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

What is an ‘endorsed’ course?

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body’s logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.