Course Modules
| Manx Welcome - Meeting Customer Expectations - Full Day Module | |||
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| Visitors to the Isle of Man are not only looking for a wonderful product - heritage, countryside, peace & tranquility etc. but also for excellent Customer Service. If they don't get it, they don't come back and worse still, they tell around seven other people. Think about the lost business. Giving good customer service means exceeding visitor expectations. This means doing that bit extra and often that can be something very small but meaningful:- offering a large print menu, telling children about something that will interest them or simply being prompt, efficient and approachable. The Manx Welcome Customer Service will equip you with all the skills you need to provide first class service. As a one day programme delivered in a lively, fun and interactive way, it covers: How to make a good first impression, using local knowledge to help visitors get the best from their stay, how to handle problems and much more. You will have an opportunity to meet others working in your industry and share good practice with them. Who knows, you might be able to do some good business as well! |
| CIEH Foundation Certificate in Food Hygiene - Full Day Module | |||
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| Rigorous enforcement of food hygiene legislation is improtant but it is not, itself, sufficient to prevent food poisoning. Food poisoning is normally caused by negligence or ignorance and consequently most experts in food hygiene believe that a reduction in the high level of food poisoning cases will only be achieved by the education of food handlers. The Chartered Institute of Environmental Health has designed its Foundation courses to give first tier workers an appreciation of the fundamentals of good food hygiene practice. The CIEH Foundation Certificate in Food Hygiene (formerly the Basic Food Hygiene Certificate) is a first level course incorporating fundamental food hygiene knowledge for all food handlers. The programme covers a defined syllabus. Candidates are assessed by an objective test of 30 multi-choice questions. Topics include Food Poisoning, Bacteriology, Prevention of contamination and food poisoning, Personal Hygiene, Premises, Equipment and pest control, Cleaning and disinfection and legislation. |
| CIEH Foundation Certificate in Health & Safety in the Workplace - Full Day Module | |||
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| This training programme has been designed to provide essential knowledge and understanding of health and safety for emplyees working in any sector of business, whether manufacturing, commerce, public sector or the service industries. Good health standards rely on employers and employees working together to reduce and prevent risks, and this demands proper training in the basics of health and safety, as well as specific training for individual tasks. The Foundation Certificate in Health and Safety in the Workplace represents a foundation of knowledge required by everyone. |
| Communications - Don't be Lost for Words - Half Day Module | |||
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| Communication is the most important tool we have in life. Not only is it vital for meeting customer needs, after all if we can't ask the right questions, we can't provide the service needed - but also for getting on well with our colleagues, managers and generally anyone we meet. A lot of people tend to think of communication being about the language we use. This is true when writing to people via letter or email, but not the case when we are in a face to face situation. Body language or non-verbal communication accounts for a very large part of the information we send out. Body language can be voluntary i.e. we deliberately choose the signals to convey a particular message e.g. A frown to show disproval, a hand shake for a greeting. Often these gestures are involuntary ones i.e. we are not aware we are doing them. It is also essential to remember that other nationalities use different gestures from the ones we use. Two fingers in the air doesn't mean the same in France as it does on the Isle of Man! You start communicating from the minute you wake up until the minute you sleep. Even if you say nothing at all you are still sending out a message. Other people are reading your signals and trying to make sense of them. Relationships between people break down because the message sent is not the one received. Our final training unit will stretch all your communication skills in a fun and lively way. |
| On the successful completion of three of the above modules delegates are awarded the Manx Welcome Gold Certificate | |||
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| The Communications module and the Meeting Customer Expectations course are mandatory |
| Manx Welcome also offers the following supplementary Modules: - | |||
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| Taxi Welcome A - Code of Conduct (two hours) | |||
| An opportunity to assist operators and drivers in identifying the required standards and quality of service to the public. | |||
| Taxi Welcome B - Dealing with Difficult Customers (two hours) | |||
| To deal effectively with complaints and difficult behaviour from a customer who feels their expectations have not been met. |
