Online Training for New and Young Workers
Customer service skills are highly valued by employers, and continue to be among the top skills required in most workplaces. SuperHost® Foundations of Service Quality™ is a comprehensive, practical introduction to the principles of providing a quality service experience. This course is ideal for people who are either entering the workforce for the first time or are fairly new at working in a front-line, customer-facing role.
The course will cover:
- Basic customer service, communication and teamwork skills – some of the key 21st century skills
- Relationships between service quality, customer experience, and business objectives
- The importance of front-line employees in service sector businesses
- Expectations from the point of view of customers, employers, and employees
- Communication etiquette and best practices
- Service recovery techniques
- Metrics used to assess customer experience and service quality
Canada is not only home to residents of diverse backgrounds, but it also attracts visitors from all over the world with various needs, identification, beliefs, norms, and languages. SuperHost® Service for All™ provides the solution. In this online course, students will learn about customer service best practices around customers from various backgrounds and identities.
Key topics include:
- The origin of stereotypes and how to avoid them through empathy and sensitivity
- Identification and awareness of diversity in the community
- Recognition of customer groups that may have specialized needs, including but not limited to:
- Different generations (e.g. boomers, Gen X, millennials, etc.)
- Persons with disabilities
- LGBTQ/2S people
- Indigenous peoples
- People for whom English is a second language
- Ways to tailor service for customers from varying ethnic, social, and economic backgrounds
- Elements of inclusive and professionally appropriate language when delivering service
- Tips and examples of specific accommodations that customers within identifiable social groups might require
Statistics show that more than half of workplace accidents involve young or new workers during their first six months on the job. Designed specifically for young or new workers, the Foundations of Workplace Safety course will help you enter the workplace with knowledge and confidence. In addition to learning about your rights and responsibilities and understanding common workplace hazards in the tourism and hospitality industry, the course also includes a WHMIS component.
- What could go wrong?
- Workplace safety rules
- What’s with WHMIS?
- Contributing to a culture of safety
- Looking ahead and adapting to change