Providing Quality Service – Online Learning – Version 1.0

Designed for training frontline tourism and hospitality employees, the online learning course Providing Quality Service is perfect training for new hires and is a great refresher for experienced frontline staff.

The course covers 18 customer service related skills, including communicating clearly, responding to customer concerns, dealing with difficult situations, and working with others.

Please note this course is included in the full online learning bundles for Bartender, Food and Beverage Server, Front Desk Agent, Heritage Interpreter, Housekeeping Room Attendant, Reservation Sales Agent, and Tourism Visitor Information Counsellor.

Once you’ve completed all modules of an online course, please email if you would like a “Certificate of Achievement” that you can add to your professional development portfolio.

Section 1: Making A Great Impression
You will learn how to make a great impression in person, on the telephone and in writing.

  • Lesson 1: Choosing A Winning Attitude
  • Lesson 2: Maintain A Professional Appearance
  • Lesson 3: Communicate Clearly
  • Lesson 4: Using Telephone Skills and Etiquette
  • Lesson 5: Using Email Etiquette

Section 2: Building Positive Relationships
You will discover ways of building positive relationships, including using strategies for ensuring customer satisfaction and responding to challenging situations with diplomacy.

  • Lesson 1: Working with Others
  • Lesson 2: Ensuring Customer Satisfaction
  • Lesson 3: Responding to Customer Concerns
  • Lesson 4: Dealing with Challenging Situations
  • Lesson 5: Protection Privacy

Section 3: Managing Yourself and Your Work
You will learn strategies for managing yourself and your work effectively and efficiently.

  • Lesson 1: Following Policies and Procedures
  • Lesson 2: Complying with Legislation
  • Lesson 3: Managing your Time
  • Lesson 4: Adapting to Change
  • Lesson 5: Keeping up to Date
  • Lesson 6: Increasing your Tourism Knowledge
  • Lesson 7: Operating Office Equipment
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