AHLE-X Skills Academy proudly presents:

The Service Experience

AHLE-X is a Hospitality Training Provider with City & Guilds approval that runs high-impact training programmes for the Hospitality Industry at professional and operational levels and to new entrants into the industry.

AHLE-X has level 4 B-BBEE compliance.

This course has been designed to cover the following unit standard:

Unit standard name




Provide Customer Service





Course objectives

The Customer Experience is not an event, it is a culmination of the entire experience that the customer has whilst using your product or service or interacting with your staff. One incident can spoil the customer experience.

This unique, experiential, customer service programme allows participants to experience customer service first-hand when they dine in a restaurant and the programme is built around their customer experience. It considers how they impact on the overall experience of the customer and looks at the effects of poor customer service on the customer, the team and the business. The aim of the programme is that each participant understands their role in the delivery of the entire customer experience and that they take a proactive approach to serving the customer.

The programme includes the following:

A pre-assessment of each participant which is completed by the head of department prior to the programme used to understand the specific situation of each participant.

Programme outcomes

The 1 evening and 1 day programme covers the following topics / events:

  • An early dinner in a restaurant (the evening prior to the programme). The dinner is arranged from 6pm until 10pm.

The Programme includes the following topics:

  • Moments of Truth
  • Internal and external customers
  • Importance of satisfied customers
  • The total customer experience
  • Customer’s needs and wants
  • Cycle of dissatisfaction
  • Response-ability
  • Oh no a complaint!
  • 7 attitudes of customer service

Course duration

1 evening and 1 day

Course cost

This course is delivered in your organisation.

Cost of dinner in included but transport is not included.

For a quotation please send us an e-mail to

Includes a certificate of attendance

What the organisation needs to provide

Transport for the delegates to the dinner venue and back to their hotel, we can assist you but this is not included in the cost

Suitable and safe training venue

Equipment: data projector and screen, flip chart


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