Professional Customer Services
The course, Professional Customer Services, is designed by Pegasus International College for all employees and managers of hotels/businesses. , It aims to elevate and professionalise customer service mindsets in order to instill and inculcate a professional image for employees and businesses to improve the customer service experience.
The course provides knowledge of customer concepts and service-oriented approaches, identifying the importance of customer satisfaction in the hospitality business. Students will be trained in skills through practice, role-playing and applying industry standards to develop into professional level employees and garner the highest satisfaction from customers.
| Course Objectives | • Upon course completion, students will have full knowledge of customer concepts, services and service mindsets; identify the importance of customers in business; accurately list the elements that make up the image of a professional employee and be well versed in the customer care process. • Students will be equipped with customer care skills, and actively listen to and absorb customer opinions and input. • Students will have a well thought and correct attitude in the working process, agile manners, customer support, and will be ready to co-operate and partner with colleagues in the process of serving customers. |
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| Duration | 16 hours (equivalent to 2 days, or 4 lessons) | ||||||||||
| Target Audience | • Department Staff working within a hotel, • Department Heads, Shift Leaders, Team Leaders, • Other hotel positions as required. |
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| Number of Students/Class | Maximum 20 students/class | ||||||||||
| Training Methods | • Direct training at the enterprise. • Use of a competency approach, learner-centred, focusing on practical skills, role-playing, and applying industry standards associated with realistic, diverse, and flexible needs of hotels. |
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| Language of Instruction | Vietnamese | ||||||||||
| Training Certificates | The training certificate is issued by Pegasus International College in accordance with the regulations of the Ministry of Labor, Invalids and Social Affairs. | ||||||||||
| Contents of Learning Modules |
Note: The above is the standard programme framework of the course proposed by Pegasus International College, the actual training programme can be flexibly adjusted according to the actual needs of each business. |
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| Outstanding Values of the Programme | • Quality training programme designed to closely meet the actual needs businesses. • Dedicated and professional lecturers with several years of experience in corporate training in the field of hospitality tourism. • Modern teaching methods to enable students to actively grasp problems through case study activities and experiences. • Course completion certificate is issued by Pegasus International College and is nationally recognized in accordance with the regulations of the Ministry of Labor, Invalids and Social Affairs. |
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| Terms & Conditions for Completing the Programme | • Students must attend at least 80% of the programme duration • Assessment results attained must be average or higher • Must not violate the school's rules and regulations |
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| Teaching Materials and References | • Vietnam Tourism Occupational Standards (VTOS) • Allan & Barbara Pease, 2021, The Perfect Book of Body Language, Ho Chi Minh City General Publishing House. |
Note: Based on the agreement between Pegasus and the actual conditions of the hotel and/or business enterprise, the specific training content may be adjusted and therefore, vary from standardised programme described above.
