Introduction to Customer Service Industries Level 1 Diploma Study Mode: Full Time   |    Course Level: Level 1

What’s Involved?

Receptionist's receive callers and clients and direct them to the appropriate person or department. They record the details of enquiries and make appointments and reservations. They also answer, screen and forward or otherwise deal with telephone enquiries. They supply brochures, pamphlets and other information for clients. They record details of visitors, issue security passes and inform visitors of any actions to be taken in case of an emergency. They also maintain reception area in good order.

What’s Involved?

A waiter/waitress sets tables with clean linen, cutlery, crockery and glassware. They present menus and wine lists to patrons and may describe dishes and advise on selection of food or wines. They take down orders for food and/or drinks and passes order to kitchen and/or bar. They also serve food and drinks. They present bills and accept payment at end of the meal.

What’s Involved?

Bar Person assists in keeping bar properly stocked. They wash used glassware and clean and tidy bar area. They also take customer orders and mix and serve drinks. They receive payment for drinks.

What’s Involved?

Retail Managers appoint staff, assign tasks and monitor and review staff performance. They liaise with other staff to provide information about merchandise, special promotions etc. to customers. They ensure that adequate reserves of merchandise are held and that stock keeping is carried out efficiently. They also ensure customer complaints and queries regarding sales and service are appropriately handled. They oversee the maintenance of financial and other records and control security arrangements for the premises. They authorise payment for supplies received and decide on vending prices, discount rates and credit terms. They examine quality of merchandise and ensure that effective use is made of advertising and display facilities.

What’s Involved?

Travel Agents discuss client requirements and show brochures containing suitable packages. They establish availability with tour operators and make bookings. They also consult travel time-tables, book travel tickets and accommodation. They handle cash, debit and credit card payment. They also inform clients of any changes in travel arrangements. They advise on issues of currency, passports, visa requirements, insurance, car hire, vaccinations and other health precautions.

What’s Involved?

Leisure & Travel Service Operatives observe regulations concerning the carrying capacity of vehicles and control the boarding of passengers accordingly. They receive passengers, check tickets and guide them to their seats, make announcements regarding travel arrangements and places of interest, and deal with passengers' queries. They make local arrangements at stopover points for food and accommodation. They also respond to enquiries and complaints, book excursions and other entertainment and provide other assistance and advice to holidaymakers. They signal to driver when to stop and start bus, collect fares from passengers and issue tickets and change destination indicators as necessary. They complete way-bill at scheduled points on route and balance cash taken with tickets issued. They receive passengers on ship, examine tickets and other documentation, direct them to their cabin and assist with any luggage. They make announcements to passengers and deal with enquiries.

What’s Involved?

Travel Agency Managers plan work schedules and assign tasks and responsibilities. They co-ordinate the activities of clerical, secretarial and other staff. They discuss client's requirements and advise on road, rail, air and sea travel and accommodation. They also make and confirm travel and accommodation bookings, arrange group holidays, tours and individual itineraries. They advise on currency and passport/visa regulations and any necessary health precautions needed. They also determine financial, staffing, material and other short- and long-term needs.

What’s Involved?

Events Planners discuss conference and exhibition requirements with clients and advise on facilities. They develop proposals for the event, and present proposal to client. They also allocate exhibition space to exhibitors. They plan work schedules, assign tasks, and co-ordinate the activities of designers, crafts persons, technical staff, caterers and other events staff. They liaise closely with venue staff to ensure smooth running of the event. They also ensure that Health and Safety and other statutory regulations are met.

What’s Involved?

Leisure & Theme Park Attendants checks tickets of people entering cinemas and theatres, and directs people to their seats. They operate rides and supervise stalls at fairgrounds and amusement parks. They issue changes at amusement arcades, monitor the operation of arcade machines and empty coins from machines. They welcome holidaymakers, provide information about holiday camps, organise and participate in entertainment and activities for guests.

What’s Involved?

Hotel Managers analyse demand and decide on type, standard and cost of services to be offered. They determine financial, staffing, material and other short- and long-term needs. They ensure physical comfort of residents or passengers and make special arrangements for children, the elderly and the infirm if required. They also approve and arrange shipboard entertainment and shore trips and liaise with ship's agent to ensure that ship is adequately provisioned. They arrange for payment of bills, keep accounts and ensure adherence to licensing and other statutory regulations.

What’s Involved?

Secretaries open, sort, distribute and file correspondence (both hard copy and electronic). They use appropriate software to produce correspondence, memoranda, reports, presentations and other documents from drafts, handwritten copy or by transcribing dictation. They deal directly with routine correspondence. They also file and retrieve documents, set up and maintain filing systems and reproduce copies of documentation as required. They keep appointment diaries, make travel arrangements and arrange conference and other functions. They arrange meetings, circulate agendas and other meeting documents, attend meetings, and take and prepare minutes. They also answer, screen, handle and direct telephone requests and enquiries, take messages and forward to the appropriate member of staff. They undertake reception responsibilities by greeting visitors and arranging refreshments. They ensure office supplies such as stationery and equipment are maintained.

What’s Involved?

Hospitality Managers discuss conference and exhibition requirements with clients and advises on facilities. They develop proposals for the event, and present proposals to client. They also allocate exhibition space to exhibitors. They plan work schedules, assign tasks, and co-ordinate the activities of designers, crafts persons, technical staff, caterers and other events staff. They also liaise closely with venue staff to ensure smooth running of the event. They ensure that Health and Safety and other statutory regulations are met.