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Hospitality and Tourism - Career Pathway

Customer Service - HospitalityGuest Service Gold:  American Hotel & Lodging Association (AHLI)
Customer Service RetailNational Professional Certification in Customer Service:  National Retail Federation (NRF)

Customer Service – Hospitality
The Hospitality Customer Service class combines a competency-based forty (40) hour curriculum with the American Hotel & Lodging Association’s “Guest Service Gold” curriculum and credential.  The course uses interactive, multimodal instructional methods including:  instructor-led sessions, group work, role play, pair work and various media.  Units include real life scenarios taken from actual hospitality settings.  At the end of the course, students will sit for the “Guest Service Gold” credential.

Customer Service – Retail
The Customer Service Training-Retail curriculum is a 100-hour program that prepares students for entry-level sales and service associate positions at hundreds of stores in the District and nationwide. In addition to learning customer service and sales techniques, students will learn to research product features and match specific products with customers when appropriate. Key skills taught include: how to establish credibility, reliability, and responsiveness, how to develop a repeatable telephone process, how to create repeat customers, how to gather and collect accurate information, how to build trust in the first 15 seconds, how to overcome objections; building ironclad/strong rebuttal in advance, how to know when to stop talking. The program is aligned with industry standards as determined and validated by retail companies from across the US.  It prepares students to sit for the Professional Certifications in Customer Service and in Sales issued by the National Retail Foundation. Total Contact Hours – 100.



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