Award in Customer Service: Principles and Practices & Level 2 Food Safety in Catering

Course description

This package is suitable for those wishing to get into the Hospitality and Catering industry or for those who are already working in the industry but who would like to progress by gaining formal qualifications. This will require 1 day classroom-based learning for the SQA Award in Customer Service: Principles and Practices course and the Level 2 Food Safety in Catering will be completed online. Course description This qualification is appropriate to any delegate who wishes to understand the personal factors and skills required in making a positive first impression with customers and dealing with customer needs. (Delegates who have completed the World Host training course are well suited to undertake this Unit). GUIDED LEARNING HOURS This course will be run over six hours. It can be delivered in one day or split over two half-day sessions. FORM OF ASSESSMENT Delegates will generate evidence which demonstrates they have achieved all Outcomes and Performance Criteria for the Unit. A mixture of written and oral evidence will be gathered contained within the Learner Support Pack. Role Play will also be used as an assessment instrument. SYLLABUS Who are our Customers? Internal and External Customers Creating a Positive First Impression How do we Communicate? Question Technique Customer Needs and Expectations Personal Skills and Qualities Benefits of Positive Customer Service to your Organisation Dealing Positively with Customer Feedback Level 2 Food Safety - Catering Guided Learning Hours - Approximately 75 minutes are required to complete this course. Tutor support will be available by email or telephone. Form of Assessment: A short test concludes each module. A passmark of 75% for each module is required to successfully pass the course. Syllabus: •Food Safety Legislation •Hazards from Delivery to Service •Risk Control (Prevention of Contamination) •Pests, Premises and People