DIPLOMA IN BUSINESS STUDIES

BA111

CUSTOMER SERVICE IN BUSINESS

MKT341

TITLE: FOOD AND BEVERAGES

PREPARED BY:
NAME STUDENT ID
NURUL AIN BINTI SUKOR 2022628154
OZNI LEVIAN BINTI JETIM 2022818246
NUR ANISHA BINTI MOHD RASIDI 2022493738
NURIN AZRIN SHAZLIN BINTI SHAHRULLIZAM 2022627326

CLASS: BA1113A

PREPARED FOR:
MADAM NOOR AFFEEDA RAMLI

DATE OF SUBMISSION: 19 NOVEMBER 2023

SEMESTER: OCTOBER 2023 – FEBRUARY 2024
 TABLE OF CONTENT

PAGES

1.0 Introduction 1

2.0 The objectives of the training programme 1

3.0 Target Participants 1

4.0 Methods of execution of the training programme 2

5.0 Method of Promotion 2

6.0 Conclusion 3

7.0 Appendixes 4
1.0 INTRODUCTION OF THE TRAINING PROGRAMME

All employees of the Food and Beverage (FnB) division are welcome to attend our
training session. It can impart the proper technique to handle consumers in any
circumstance. Social media nowadays is a big part of a business's operations. An error
made by an employee might have an impact on every chain within the organization. It
demonstrates the significance of a client to a business. As a result, every employee in the
FnB department needs training.

2.0 THE OBJECTIVES OF THE TRAINING PROGRAMME

2.1 Aim to elevate employees' job-specific skills, nurturing proficiency essential for
their respective roles. Additionally, these initiatives strive to introduce and
cultivate new skills that align with evolving job requirements and industry
trends.
2.2 Designed to enhance overall productivity within an organization. They seek to
improve efficiency by honing employees' capabilities, ultimately reducing
errors and time wastage.
2.3 Motivating the workforce by providing opportunities for skill enhancement and
career development. By investing in employees' growth, organizations create a
positive work culture, fostering job satisfaction and a sense of purpose among
their staff.
2.4 Aim to equip employees with the skills necessary to navigate changes in
technology, processes, and market conditions. By enhancing flexibility,
organizations ensure that their workforce remains resilient and capable of
meeting evolving challenges.

3.0 TARGET PARTICIPANTS

Effective customer service training is a cornerstone for success. Customer services

training for Food And Beverages or short name is F&B goes beyond the rudiments of
taking orders and delivering dishes, it is about creating positive and memorable
experience for the customer. The training will provide know about engage customer
effectively, anticipate their needs, and handle diverse situations with grace and
professionalism.

1
4.0 METHODS OF THE EXECUTION OF THE TRAINING PROGRAMME

4.1 PROMOTION
Social media platforms include Facebook, Instagram and TikTok will be used
to advertise the training courses.
4.2 PARTICIPANTS
Google forms that are made available throughout the promotions will be used to
gather participant data.
4.3 SEMINAR
The FnB Customer Services training course will be delivered virtually over
Zoom for just one day.

5.0 METHODS OF PROMOTION

Effective promotion is pivotal to the success and participation of training program. This
holds true for Food and Beverages (F&B) staff to development initiatives. There a few
of method to promote training programs for F&B staff, ensuring maximum engagement
and a positive impact on the overall performance of the team.

Firstly, creating awareness through internal communication channels. Utilizing bulletin

boards, staff newsletters, and internet platforms allow management to disseminate
information about the training program. Clearly highlighting the benefits of the program,
such as skill enhancement, serves to capture the attention and interest of F&B staff.

Secondly incorporating a personal touch, such as testimonials from colleagues who have
previously benefited from the training program, can add a relatable and persuasive
element. Real-life success stories create a sense of aspirations and demonstrate the
tangible advantages of participating in the training.

Furthermore, conducting informational sessions or workshops can provide platform for

management to directly communicate the value pf the training program. These sessions
can outline the specific skills that will be that will develop, how they align with career
growth, and the positive impact on the overall quality of services. This interactive
approach allows staff to ask questions and gain a comprehensive understanding of the
program. 2
 Harnessing the potential of digital platforms is another effective strategy. Creating
engaging and informative content for social media, company websites, internal
communication channels can generate buzz around the training program. Visuals, such
as infographics or short video clips, can effectively convey the program’s benefits in a
format that is easily digestible and shareable.
In conclusion, promoting training programs for F&B staff requires a multi-faceted
approach that combines effective communication, personalization, incentives, and digital
engagement. By strategically employing these methods, establishments csn cultivate a
culture of continuous learning, ensuring that their F&B staff is well-equipped to deliver
exceptional service and contribute to the overall success of the business.

6.0 CONCLUSION

At the end of this training session all the participants will be able to achieve the objectives
of our training. In summary, our training programs have clear objectives aimed at
improving job-specific skills, introducing new capabilities that align with industry trends,
and increasing overall productivity.

By focusing on improving skills, the participants can develop their careers, and adapt to
technological changes. In addition, this program aims to reduce errors, save time, and
create a positive work culture among employees.

This approach not only ensures that employees are well equipped for their roles but also
fosters resilience and adaptability, enabling the workforce to effectively meet evolving
challenges in technology, processes, and market conditions.

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7.0 APPENDIXES