Customer Experience and Service Excellence in Food Beverage

This comprehensive course is designed to equip hospitality and food service professionals with the knowledge, mindset, and skills to deliver exceptional customer experiences and world-class service standards across all areas of the Food & Beverage (F&B) industry.

Participants will explore the psychology of customer satisfaction, the principles of service design, and the operational systems required to build loyalty and trust. The programme combines practical strategies for customer interaction, service recovery, and staff engagement with leadership insights that foster a culture of hospitality excellence.

By the end of the course, participants will understand how to transform everyday customer interactions into memorable brand experiences that drive repeat business and long-term growth.

Section 1: Understanding Customer Experience in F&B

• Defining customer experience and its strategic importance in hospitality.
• Analysing customer touchpoints — before, during, and after the dining experience.
• The psychology of satisfaction: expectations, perception, and emotion.
• Building a consistent and differentiated brand experience.

Section 2: Principles of Service Excellence

• The fundamentals of service excellence and quality management.
• Setting service standards and key performance indicators (KPIs).
• Aligning service delivery with brand promise and customer expectations.
• The role of staff behaviour, empathy, and attitude in service outcomes.

Section 3: Designing and Managing the Guest Journey

• Mapping the customer journey in different F&B contexts.
• Identifying critical moments of truth in guest interactions.
• Integrating technology to enhance convenience and personalisation.
• Continuous improvement through feedback, analytics, and reviews.

Section 4: Service Recovery and Complaint Management

• Turning service failures into loyalty opportunities.
• The LEARN and HEART models for handling complaints effectively.
• Emotional intelligence in managing difficult customers.
• Building resilience and confidence in front-line service teams.

Section 5: Leadership, Culture, and Sustainable Excellence

• The role of leadership in creating a service excellence culture.
• Coaching and motivating teams to deliver consistent service quality.
• Linking employee engagement with customer satisfaction metrics.
• Developing long-term CX strategies for sustained business success.

Upon successful completion of this training course, delegates will be awarded a Holistique Training Certificate of Completion. For those who attend and complete the online training course, a Holistique Training e-Certificate will be provided.

Holistique Training Certificates are accredited by the British Accreditation Council (BAC) and The CPD Certification Service (CPD), and are certified under ISO 9001, ISO 21001, and ISO 29993 standards.

CPD credits for this course are granted by our Certificates and will be reflected on the Holistique Training Certificate of Completion. In accordance with the standards of The CPD Certification Service, one CPD credit is awarded per hour of course attendance. A maximum of 50 CPD credits can be claimed for any single course we currently offer.