Peak season in customer service \u2013 hot weather, crowds of people around, sometimes a customer gets angry and you still have to smile. Working in customer service is tough.<\/p>\n\n\n\n
Is it? It depends! It depends especially on your professional competences<\/strong> and your attitude.<\/strong><\/p>\n\n\n\n But, how to be a better customer service professional<\/strong>? What is the best way to handle difficult situations<\/strong> and customers\u2019 complaints<\/strong>? And how to deal with your own stress<\/strong> at work<\/strong>?<\/p>\n\n\n\n Within the SeasonREADY project<\/strong>, we developed a methodology of training on-the-job<\/strong> adaptable to the specific needs of seasonal staff training in the field of tourism and hospitality. Secondly, we developed a set of training materials<\/strong> dedicated to training and self-study of employees in front-office<\/strong>, gastronomy<\/strong> and housekeeping<\/strong>.<\/p>\n\n\n\n Three modules deal with transversal competences<\/strong> useful in the sector of tourism and hospitality:<\/p>\n\n\n\n Other three modules are occupation-specific<\/strong>:<\/p>\n\n\n\n In spring 2019, project partners piloted the methodology guide and training materials with local enterprises and their staff. CESIE<\/strong> and Confesercenti<\/strong> Palermo<\/strong> run the piloting in May providing a series of free training activities<\/strong> for (1) employers and in-house trainers<\/strong> and (2) seasonal workers<\/strong>.<\/p>\n\n\n\n The programme was designed to provide employers from SMEs<\/strong> with the tools they need to properly implement in-house training<\/strong> and to enhance the professional skills<\/strong> of seasonal workers<\/strong> with a special focus on communication <\/strong>with customers or managing difficult situations <\/strong>and complaints<\/strong>.<\/p>\n\n\n\n We discussed the importance of positive attitude<\/strong> in customer service, the rules of etiquette<\/strong> and courtesy<\/strong> for welcoming guests<\/strong> and communication<\/strong>. Furthermore, we presented approaches and methods for calming unsatisfied customers<\/strong> and resolving<\/strong> their complaints<\/strong>. In the course of each face-to-face session, participants were invited to take part in role-playing activities, case study analysing, interactive exercises and discussions.<\/p>\n\n\n\n SeasonReady \u2013 Work-based learning for seasonal hospitality workers<\/a> is a two and a half year project co-financed by Erasmus+ programme of the European Union<\/strong> carried out by six partners:<\/p>\n\n\n\n The partnership holds together 6 organisation:<\/p>\n\n\n\n Read more about SeasonReady<\/a>.<\/p>\n\n\n\n\n
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Sul progetto<\/h2>\n\n\n\n
Partners<\/h2>\n\n\n\n
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For further information<\/h2>\n\n\n\n