Customer Service - Critical Thinking, Collaboration and Empathy

Issued by Division of Workforce Development and Continuing Education at Kingsborough Community College, CUNY

Earners of this badge have developed key 21st Century Skills (critical thinking, collaboration, empathy) that are critical for customer service within the hospitality industry. The learner has developed a high level of critical thinking and the skills and techniques needed to successfully interact with customers and co-workers through verbal and written communication. They also have demonstrated the 7 levels of the AHLA Guest Service Gold Tourism Customer Service.

Type Learning
Level Foundational
Time Weeks

Skills

Earning Criteria

Candidates earned the American Hotel and Lodging Educational Institute Certified Guest Service Professional (CGSP) Certificate by achieving a score of 70% or more on the certificate exam.
The learner passed assignments, activities, group work and tests to achieve learning outcomes for customer service in the hospitality industry including: *Various forms of communication *Effectively listening to and understanding guest needs *Crisis communication and conflict resolution *Adaptive in customer service *Customer relationship management (CRM) and how it can benefit the hospitality industry *Networking opportunities and techniques