LEARNING OUTCOMES

• how to achieve effective communication techniques will be covered, focusing on verbal and non-verbal methods. 
• explore and learn the impact of body language, tone of voice, and active listening on customer interactions, learning how to use these techniques to convey friendliness and professionalism.
• learn methods to identify and meet individual customer expectations, ensuring personalized service. 
• Practical skills training will involve greeting customers warmly, taking and processing orders accurately, and creating a welcoming atmosphere

• How to use Active Listening in your job
• How to use Empathy in your job
• How to use Clear Communication in your job
• Key Elements of Clear Communication

References: 

Maxham, J. G., & Netemeyer, R. G. (2002). "A longitudinal study of complaining customers' evaluations of multiple service failures and recovery efforts." Journal of Service Research, 4(2), 115-130.

Goleman, D. (1995). Emotional Intelligence: Why It Can Matter More Than IQ. Bantam Books.

Blanchard, K., & Bowles, S. (2003). Gung Ho! Turn On the People in Your Organization. Penguin Books.

Brown, T. J., & Peterson, R. A. (1993). "Antecedents and consequences of customer satisfaction: A meta-analytic approach." Psychological Bulletin, 114(1), 72-89.

Schmidt, J. B., & Hollensen, S. (2006). Marketing Research: Methodological Foundations. Pearson Education

Lemon, K. N., & Verhoef, P. C. (2016). "Understanding customer experience throughout the customer journey." Journal of Marketing, 80(6), 69-96.

• This article explores how customer experience is shaped during various interactions with a business, highlighting its importance in customer service.

Shah, D. (2017). "Delivering Customer Experience: The Key to Loyalty in the Restaurant Sector." Cornell Hospitality Report, 17(1), 6-18.

• This report discusses how effective customer service and experience in the restaurant sector, including coffee shops, can lead to increased customer loyalty.

Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson.

• This comprehensive marketing textbook addresses the components of successful customer service, communication strategies, and creating positive customer interactions.

Johnston, R., & Michel, S. (2008). "Overcoming barriers to customer service excellence: A longitudinal research study." Journal of Service Management, 19(4), 489-507.

• This study highlights the challenges in maintaining high customer service standards and offers insights into effective service management.

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2017). Services Marketing: Integrating Customer Focus Across the Firm (7th ed.). McGraw-Hill.

This book delves into the principles of service marketing, including customer service strategies and the impact of service quality on customer satisfaction.