SERVICE WITH A SMILE
WA's Exclusive Free Customer Service Training Program
2 Exciting Service Training Tools for Hospitality Staff
WA Service With a Smile, the original and free customer service training course is joined by our “Platinum” high-level course for service professionals and those seeking a supervisory or management role.
STEPS TO COMPLETE:
INDIVIDUAL STAFF
1) Click ‘staff registration’ below
2) Complete registration form ensuring you select a business name
3) Username and password will be emailed
4) Login below or use the link in email
5) Complete free course
BUSINESSES
1) Click ‘SWAS registration’ below to register for both SWAS and SWAS Platinum.
2) Complete form
3) Administrator username and password will be emailed
4) Login below or use link in email
WHAT IS IT?
Online customer service training available 24-7, through flexible and self-paced learning.
Service with a Smile covers the fundamentals of delivering excellent customer service, utilising a e-learning systems, different learning styles, multimedia, written word, spoken language, active on screen thinking through a multi-faceted accelerated learning platform.
Service with a Smile also is a marketing tool to recognise and promote existing customer service training and initiatives already implemented and recognised in an industry-wide program. Our vision is that every guest experiences dedicated customer service through ndustry wide committments.
What does the industry think about it?
“The Service With a Smile Program provided by the AHA is a great training tool for Management and staff alike. The content is of relevance to the everyday running of hospitality venues in general. This program is not only great for training staff, but identifying minor flaws in an individual or organisations training & processes It’s a great reminder that our industry relies on friendly and approachable staff and how valuable this can be to a business. I have used this program in the last 2 venues I have run, and will use it in the next venue or industry I work in.”
Brandon Da Silva, Manager
“Congratulations AHA and the State Government on the SWAS Platinum training initiative. The content was informative and real and will benefit those companies that are serious about customer service and tourism in Western Australia.”
Nigel Cameron, General Manager – Brockwell Group of Hotels.
WA SERVICE WITH A SMILE
WHO SHOULD COMPLETE THE COURSE?
This course is aimed primarily at operational staff covering the fundamentals of customer service. Staff in senior positions should complete the course to be aware of the content and nature of the material so that in-house training can build on the foundations of this course.
TAILORING OF THE COURSE
Participating venues will be issued an administrator login which allows the opt in or opt out selection for some of the course elements if already delivered through in-house training.
Free to complete!
WA SERVICE WITH A SMILE - PLATINUM
WHO SHOULD COMPLETE THE COURSE?
This course is aimed primarily at team leaders, supervisors and managers, along with all previous WA Service With A Smile Original participants.
NATIONALLY RECOGNISED TRAINING
The SWAS Platinum course is based on the nationally recognised unit of competency– Develop and manage quality customer service practices (SITXCCS016). All staff who successfully complete the training will receive a Statement of Attainment.
If you are a non-Australian resident on an overseas student visa you must only complete training with a CRICOS provider. Visit http://cricos.education.gov.au/ for more information
WHAT IS IN THE COURSE?
The values below are reflected throughout the course content and provide the foundations for the course:
- Be Friendly show it in your:
- Smile – Welcome – Attitude
- Be Connected know your customers, colleagues, business and city:
- Anticipate your customer’s needs
- Ask the right questions and be observant
- Walk in your customer’s shoes
- Resolve conflict
- Be Real
- Be honest and genuine
- Be comfortable and energised about work
- Be professional
- Most of all be yourself
The course provides strategies for improving attitude and perspective relating to contextual matters in customer service as well as raising service focus and awareness.
The course includes the following elements:
- Welcoming customers
- Communicating with customers and colleagues
- Providing exceptional service to customers
- Anticipating customers needs
- Responding to conflict and customer complaints
- Working as part of a team
- Cultural diversity
- Developing local knowledge
Individual venues can then build on these values and guidelines incorporating venue specific service standards and training.
Course dates and information are provided for convenience on the AHA(WA) website and Training Calendar, dates and times may change.
Contact 9321 7701 to find out more.
Providers of Responsible Service of Alcohol (RSA) and Approved Managers Course – Management of Licensed Premises MLP 1
