Free Multi Cuisine Cook Course (1year Diploma)
Multi-cuisine Cook is responsible for cooking variety of foods for consumers and arranging and managing food resources in the kitchen.
Brief Job Description-: The individual at work cooks foods of different types and typically of regional flavours.
Personal Attributes:– The job requires the individual to have good eye sight; knack for observational learning, attention to details, ability to work in typically hot and messy environment. Free Multi Cuisine Cook Course (1year Diploma)
Free Multi Cuisine Cook Course (1year Diploma)
Arranging for food resources Multi-cuisine Cook Course:- To be competent, the user/ individual must be able tPC1. estimate the requirements of variety of resources for kitchen operations with the assistance of kitchePC2. estimate the quantity of various resources required for smooth kitchen operations Multi-cuisine Cook CoursPC3. provide the specifications for kitchen provisions, supplies and daily perishable consumables to the proprietor of the eatPC4. receive the deliveries of kitchen provisions, supplies and daily perishablconsumables from suppliPC5. check that received food items; supplies and materials are undamagC6. instruct kitchen helper to unload the supplies and sort them for proper storage Free Multi Cuisine Cook Course (1year Diploma) Free Multi Cuisine Cook Course (1year Diploma)
Maintaining inventory control Multi-cuisine Cook Course:- To be competent, the user/ individual must be aPC7. keep track of the quantities of supplies usedPC8. follow stock rotation procedures to avoid wastage of raw materPC9. inform proprietor about the inventory status and help in re-ordering of materiPC10. keep track of the fuel consumptions and report to propriePC11. ensure adequate availability of resources for uninterrupted kiPC12. ensure that inventory records of all the items are kept up-to-date for the ease of the EnsurTo be competent, the user/ individual must be PC13. follow manufacturers’ guidelines to ensure that kitchen equipment is working at the correct settings Multi-cuisine Cook Course. Free Multi Cuisine Cook Course (1year Diploma)
PC14. ensure that cooking fuel does not get wasted because of faulty burners or cooking practices PC15. ensure that there is no wastage of water, electricity, kitchen provision, supplies and perishable matePC16. report any equipment faults or potential wastage to the proprietor for immediate repair Free Multi Cuisine Cook Course (1year Diploma)
Free Multi Cuisine Cook Course (1year Diploma)
Directing kitchen helper for initial preparation Multi-cuisine Cook Course:- To be competent, the user/ individual must be able to: PC1. direct kitchen helper to do the basic preparatory work like washing; peeling; chopping; cutting of vegetables, grindingPC2. instruct kitchen helper to store semi-cooked food in containers / in the fridge or freezeC3. inform kitchen helper about what all is required at the workstation to prepare variety of food itCooking vegetarian and non- vegetarian food items:- To be competent, the user/ individual must be ablePC4. ensure that food preparation areas and equipment are clean, hygienic and ready for use Free Multi Cuisine Cook Course (1year Diploma)
PC5. select raw items; provisions; supplies and / or semi-cooked food as per food item to be cooked PC6. cook vegetables by boiling; frying; grilling; microwaving and ensure that they are served at correct tem PC7. cook variety of vegetarian and non- vegetarian North Indian, South Indian, Chinese PC8. safely store any cooked vegetables not for immPC9. clear the area and deal correctly with the equipment usePC10. ensure food is arranged correctly prior toPC11. use cooking and finishing techniques that meet the customer’s requirementsFree Multi Cuisine Cook Course (1year Diploma)
Customizing food items as per consumer’s requirements Multi-cuisine Cook CPC12. make changes in the food items as per consumer’s rePC13. suggest consumers some changes to enhance their taste Multi-cuisine Cook Course. Free Multi Cuisine Cook Course (1year Diploma)
Free Multi Cuisine Cook Course (1year Diploma)
Expediting and ensuring quality control:- To be competent, the user/ individual must bPC14. ensure that all the food orders are delivered to respective consumers within proprietor sePC15. ensure that different courses of food are delivered to consumer at set pacC16. ensure the quality of food items delivered to consumers such as the appropriate temperature, consistency, presentation eCommunicating with colleagues:- To be competent, the user/ individual must be able tPC8. exhibit trust, support and respect to all the colleagues in the wPC9. aim to achieve smooth PC10. help and assist colleagues with information and knPC11. seek assistance from the colleagues when PC12. identify the potential and existing conflicts with the colleagues and resolPC13. pass on essential information to other colleagues on timePC14. maintain the etiquette, use polite language, demonstrate responsible and disciplined behaviours to the colleaguePC15. interact with colleagues from different functions clearly and effectively on all aspects to carry out the work among the team and understand the nature of their work Free Multi Cuisine Cook Course (1year Diploma) Free Multi Cuisine Cook Course (1year Diploma)
PC16. put team over individual goals and multi task or share work where necessary supporting the colleagues
PC17. highlight any errors of colleagues, help to rectify and ensure quality output Free Multi Cuisine Cook Course (1year Diploma)
PC18. work with cooperation, coordination, communication and collaboration, with shared goals and supporting each other’s performance Free Multi Cuisine Cook Course (1year Diploma)
Communicating effectively with customers Multi-cuisine Cook Course:- To be competent, the user/ individual must be able to: PC19. ask more questions to the customers and identify their needs Free Multi Cuisine Cook Course (1year Diploma)
PC20. possess strong knowledge on the product, services and market
PC21. brief the customers clearly Multi-cuisine Cook Course. Free Multi Cuisine Cook Course (1year Diploma)
PC22. communicate with the customers in a polite, professional and friendly manner
PC23. build effective but impersonal relationship with the customers
PC24. ensure the appropriate language and tone are used to the customers
PC25. listen actively in a two way communication Free Multi Cuisine Cook Course (1year Diploma)
PC26. be sensitive to the gender, cultural and social differences such as modes of greeting, formality, etc.
PC27. understand the customer expectations correctly and provide the appropriate products and services
PC28. understand the customer dissatisfaction and address to their complaints effectively
PC29. maintain a positive, sensible and cooperative manner all time
PC30. ensure to maintain a proper body language, dress code, gestures and etiquettes towards the customers
PC31. avoid interrupting the customers while they talk
PC32. ensure to avoid negative questions and statements to the customers Multi-cuisine Cook Course.
PC33. inform the customers on any issues or problems before hand and also on the developments involving them
PC34. ensure to respond back to the customer immediately for their voice messages, e-mails, etc.
PC35. develop good rapport with the customers and promote suitable products and services
PC36. seek feedback from the customers on their understanding to what was discussed
PC37. explain the terms and conditions clearly Free Multi Cuisine Cook Course (1year Diploma)
Free Multi Cuisine Cook Course (1year Diploma)
Engaging with customers for assessing service quality requirements:- To be competent, the user/ individual must be able to:
PC1. keep in mind the profiles of expected customers
PC2. understand the target customers and their needs as defined by the company
PC3. organize regular customer events and feedback session frequently
PC4. build a good rapport with the customers including the ones who complain
PC5. have frequent discussions with regular customers on general likes and dislikes in the market, latest trends, customer expectations, etc.
PC6. receive regular feedbacks from the clients on current service, complaints, and improvements to be made, etc.
PC7. compulsively seek customer rating of service to help develop a set of regularly improved procedures
PC8. ingrain customer oriented behaviour in service at all level
PC9. aim to gain their long lasting loyalty and satisfaction
PC10. engage with customers on without intruding on privacy
Achieving customer satisfaction:- To be competent, the user/ individual must be able to: PC
11. ensure clarity, honesty and transparency with the customers
PC12. treat the customers fairly and with due respect
PC13. focus on executing company’s marketing strategies and product development
PC14. focus on enhancing brand value of company through customer satisfaction
Fulfilling customer requirement:- To be competent, the user/ individual must be able to:
PC15. ensure that customer expectations are met
PC16. learn to read customers’ needs and wants Multi-cuisine Cook Course.
PC17. willingly accept and implement new and innovative products and services that help improve customer satisfaction
PC18. communicate feedback of customer to senior, especially, the negative feedback
PC19. maintain close contact with the customers and focus groups
PC20. offer promotions to improve product satisfaction level to the customers periodically
behavioural, personal and telephone etiquettes:- To be competent, the user/ individual must be able to:
PC1. greet the customers with a handshake or appropriate gesture based on the type of customer on their arrival
PC2. welcome the customers with a smile
PC3. ensure to maintain eye contact
PC4. address the customers in a respectable manne
PC5. do not eat or chew while talking
PC6. use their names as many times as possible during the conversation
PC7. ensure not to be too loud while talking
PC8. maintain fair and high standards of practice
PC9. ensure to offer transparent prices
PC10. maintain proper books of accounts for payment due and received
PC11. answer the telephone quickly and respond back to mails faster
PC12. ensure not to argue with the customer
PC13. listen attentively and answer back politely
PC14. maintain personal integrity and ethical behaviour Multi-cuisine Cook Course.
PC15. dress professionally
PC16. deliver positive attitude to work
PC17. maintain well groomed personality
PC18. achieve punctuality and body language
PC19. maintain the social and telephonic etiquette
PC20. provide small gifts as token of appreciation and thanks giving to the customer
PC21. use appropriate tone, pitch and language to convey politeness, assertiveness, care and professionalism
PC22. demonstrate responsible and disciplined behaviours at the workplace
PC23. escalate grievances and problems to appropriate authority as per procedure to resolve them and avoid conflict
Treating customers with high degree of respect and professionalism:- To be competent, the user/ individual must be able to:
PC24. use appropriate titles and terms of respect to the customers
PC25. use polite language
PC26. maintain professionalism and procedures to handle customer grievances and complaints
PC27. offer friendly, courteous and hospitable service and assistance to the customer upholding levels and responsibility
PC28. provide assistance to the customers maintaining positive sincere attitude and etiquette
PC29. provide special attention to the customer at all time
Achieving customer satisfaction:- To be competent, the user/ individual must be able to: PC30. achieve 100% customer satisfaction on a scale of standard
PC31. gain customer loyalty
PC32. enhance brand value of company Multi-cuisine Cook Course.
Educating customer on specific facilities and services available:- To be competent, the user/ individual must be able to:
PC1. educate the tourists, employers and the colleagues at workplace on women rights and the respect that is to be given to them
PC2. inform about company’s policies to prevent women from sexual harassments, both physical and verbal, and objectifications by other customers and staff
PC3. list all the facilities available with respect to transportation facilities, night trips and safeguards, reporting abuse, maternity related and other grievance
PC4. inform about methods adopted to ensure safety and personal and baggage security of women, e.g., CCTV cameras, security guards, women’s helpline
PC5. provide the necessary comfort to the female traveller customers such as secure and safe environment, chain locks/latches, smoke detector, comfortable accommodation, etc.
PC6. maintain compliant behavioural etiquette while dealing with women customers such as asking permission before entering room and for cleaning, avoiding touch contact, using abusive language or gesture, etc.
PC7. ensure that the customer feels safe at all times without being over threatened by the security procedures and related environment
PC8. ensure that in the event of terrorist attacks customers are calmly handled, led to safer places and instructed properly in order to achieve zero casualties
Providing different age and gender specific customer service:- To be competent, the user/ individual must be able to:
PC9. ensure the quality of facilities and services offered cater to the needs of every individual, be it man, woman, child, particularly the very young and the aged
PC10. be aware of the customer unique needs and wants of each category of customer, e.g., for an infant, for a young woman, for an old person, others
PC11. coordinate with team to meet these unique needs, also keeping in mind theirdiverse cultural backgrounds
PC12. provide entertainment programs and events suited for the children tourists
PC13. educate parents and attendants of senior citizens on basic safeguards and procedures for them in case of emergencies
PC14. arrange for transport and equipment as required by senior citizens
PC15. ensure availability of medical facilities and doctor
standard etiquette with women at workplace:- To be competent, the user/ individual must be able to: PC16. treat women equally across both the horizontal as well as vertical segregation of roles in the workplace
PC17. ensure a fair and equal pay to the women as men, more of formal training, advancement opportunities, better benefits, etc.
PC18. involve women in the decision making processes and management professions
PC19. avoid specific discrimination and give women their due respect Multi-cuisine Cook Course.
PC20. motivate the women in the work place towards utilizing their skills
PC21. educate the tourists, employers and the colleagues at workplace on women rights and the respect that is to be given to them
PC22. establish policies to protect the women from sexual harassments, both physical and verbal, and objectifications by customers and colleagues
PC23. frame women friendly work practices such as flexible working hours, maternity leave, transportation facilities, night shift concessions, women grievance cell.
PC24. ensure the safety and security of women in the workplace, particularly when their nature of job is to deal with night shifts, attend guest rooms, back end work, etc.
PC25. ensure safety and security of women at all levels
Securing company’s IPR:- To be competent, the user/ individual must be able to:
PC1. prevent leak of new plans and designs to competitors by reporting on time
PC2. be aware of any of company’s product, service or design patents
PC3. report IPR violations observed in the market, to supervisor or company head
Respecting customer’s copyright:- To be competent, the user/ individual must be able to:
PC4. read copyright clause of the material published on the internet and any other printed material PC5. protect infringement upon customer’s business or design plans
PC6. consult supervisor or senior management when in doubt about using information available from customer
PC7. report any infringement observed by anyone in the company Multi-cuisine Cook Course.
Ensuring cleanliness around workplace:- To be competent, the user/ individual must be able to:
PC1. keep the workplace regularly clean and cleared-off of food waste or other litter
PC2. ensure that waste is disposed-off as per prescribed standards or in trash cans earmarked for waste disposal
PC3. ensure that the trash cans or waste collection points are cleared everyday
PC4. arrange for regular pest control activities at the workplace
PC5. to maintain records for cleanliness and maintenance schedule
PC6. ensure the workplace is well ventilated with fresh air supply
PC7. check the air conditioner and other mechanical systems on a regular basis and maintain them well PC8. ensure the workplace is provided with sufficient lighting
PC9. ensure clean work environment where food is stored, prepared, displayed and served
PC10. ensure safe and clean handling and disposal of linen and laundry, storage area, accommodation, public areas, storage areas, garbage areas, etc.
PC11. identify and report poor organizational practices with respect to hygiene, food handling, cleaning PC12. ensure adequate supply of cleaning consumables such as equipment, materials, chemicals, liquids PC13. ensure to clean the store areas with appropriate materials and procedures
PC14. identify the different types of wastes, e.g., liquid, solid, food, non-food, and the ways of handling them for disposal
personal hygiene practices:- To be competent, the user/ individual must be able to:
PC15. wash hands on a regular basis, particularly on touching any dirty surfaces, before and after handling food, after using the toilet, etc.
PC16. ensure to wash hands using suggested material such as soap, one use disposable tissue, warm water, etc.
PC17. wash the cups, glasses or other cutlery clean before and after using them
PC18. ensure to maintain personal hygiene of daily bath, clean clothing and uniform, footwear, head gear, cutting nails, healthy diet, using deodorant, etc.
PC19. ensure to maintain dental hygiene in terms of brushing teeth every day, using mouthwash regularly, using mouth freshener after eating, avoiding smoke at workplace, etc.
PC20. ensure no cross contaminations of items such as linen, towels, utensils, etc. occurs in the workplace
Taking precautionary health measures:- To be competent, the user/ individual must be able to:
PC21. report on personal health issues related to injury, food, air and infectious diseases
PC22. ensure not to go for work if unwell, to avoid the risk of being spread to other people
PC23. use a tissue, cover the mouth and turn away from people while sneezing or coughing
PC24. wash hands on using these tissues after coughing and sneezing and after using the wastes
PC25. ensure to use single use tissue and dispose these tissues immediately
PC26. coordinate for the provision of adequate clean drinking water
PC27. ensure to get appropriate vaccines regularly
PC28. avoid serving adulterated or contaminated food
PC29. undergo preventive health check-ups at regular intervals
PC30. take prompt treatment from the doctor in case of illness
PC31. have a general sense of hygiene and appreciation for cleanliness for the benefit of self and the customers or local community
Taking precautionary measures to avoid work hazards:- To be competent, the user/ individual must be able to:
PC1. assess the various hazards in the work areas
PC2. take necessary steps to eliminate or minimize them
PC3. analyse the causes of accidents at the workplace
PC4. suggest measures to prevent such accidents from taking place
PC5. take preventive measures to avoid risk of burns and other injury due to contact with hot surfaces such as stoves, gas, fire, hot liquids, hot foods, hot oil, etc.
PC6. suggest methods to improve the existing safety procedures at the workplace
standard safety procedure:- To be competent, the user/ individual must be able to:
PC7. be aware of the locations of fire extinguishers, emergency exits, etc.
PC8. practice correct emergency procedures
PC9. check and review the storage areas frequently
PC10. stack items in an organized way and use safe lifting techniques to reduce risk of injuries from handling procedures at the storage areas
PC11. ensure to be safe while handling materials, tools, acids, chemicals, detergents, etc.
PC12. store the chemicals and acids in a well-ventilated and locked areas with warning signs displayed PC13. ensure safe techniques while moving furniture and fixtures
PC14. ensure to reduce risk of injury from use of electrical tools
PC15. read the manufacturer’s manual carefully before use of any equipment
PC16. unplug the electrical equipment before performing housekeeping, cleaning and maintenance to avoid injuries
PC17. keep the floors free from water and grease to avoid slippery surface
PC18. ensure to use non slip liquids and waxes to polish and treat floors, if required
PC19. use rubber mats to the places where floors are constantly wet
PC20. ensure safety from injuries of cuts to loss of fingers, while handling sharp tools such as knives, needles, etc.
PC21. use flat surfaces, secure holding and protective wear while using such sharp tools
PC22. use health and safety practices for storing, cleaning, and maintaining tools, equipment, and supplies
PC23. practice ergonomic lifting, bending, or moving equipment and supplies
Using safety tools or Personal Protective Equipment:- To be competent, the user/ individual must be able to:
PC24. ensure the workers have access to first aid kit when needed
PC25. ensure all equipment and tools are stored and maintained properly and safe to use
PC26. ensure to use personal protective equipment and safety gear such as gloves, mask, headwear, footwear, glasses, goggles, etc. for specific tasks and work conditions where required
PC27. ensure to display safety signs at places where necessary for people to be cautious
PC28. ensure electrical precautions such as insulated clothing, adequate equipment insulation, dry work area, switch off the power supply when not required, etc.
PC29. ensure availability of general health and safety equipment such as fire extinguishers, first aid equipment, safety equipment, clothing, safety installations such as fire exits, exhaust fans, etc., are available
Achieving safety standards:- To be competent, the user/ individual must be able to:
PC30. document all the first aid treatments, inspections, etc., conducted to keep track of the safety measures undertaken
PC31. comply with the established safety procedures of the workplace
PC32. report to the supervisor on any problems and hazards identified
PC33. ensure zero accident at workplace
PC34. adhere to safety standards and ensure no material damage
Gaining understanding of common vocabulary required:- To be competent, the user/ individual must be able to:
PC1. understand from the company, the typical foreign or vernacular language queries
PC2. learn keywords that may be used to pose those queries
PC3. practice short oral conversations in the language, preferably, with colleagues or fellow trainees PC4. listen to focussed or recorded sentences as spoken typically in the language
Achieving ‘minimal pass standards’ of language proficiency:-
To be competent, the user/ individual must be able to:
PC5. speak without hesitation and fear of being incorrect
PC6. express coherently in complete sentences over a variety of topics, albeit with effort
PC7. exhibit basic range of vocabulary and range of expression
PC8. seek to improve language proficiency to ‘working knowledge’ level
Job Role :-
Multi-cuisine Cook:-
Qualification Pack :- 1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for each
PC. 2. Each NOS will assessed both for theoretical knowledge and practical which is being proportionately demonstrated in the table below
. 3. The assessment for the theory part will be based on knowledge bank of questions created by the SSC. 4. To pass the Qualification Pack, every trainee should score a minimum of 60% in all Generic NOS’s and 75% in Other
NOS’s. 5. In case of successfully passing only certain number of NOS’s, the trainee is eligible to take subsequent assessment on the balance NOS’s to pass the Qualification pack.
Arrange and manage food resources in the kitchen:-
PC1. estimate the requirements of variety of resources for kitchen operations with the assistance of kitchen helpe
PC2. estimate the quantity of various resources required for smooth kitchen operations
PC3. provide the specifications for kitchen provisions, supplies and daily perishable consumables to the proprietor of the eatery
PC4. receive the deliveries of kitchen provisions, supplies and daily perishable consumables from suppliers
PC5. check that received food items; supplies and materials are undamaged and then tally them with the order placed
PC6. instruct kitchen helper to unload the supplies and sort them for proper storage
PC7. keep track of the quantities of supplies used on day-to-day basis
PC8. follow stock rotation procedures to avoid wastage of raw materials
PC9. inform proprietor about the inventory status and help in re-ordering of materials
PC10. keep track of the fuel consumptions and report to proprietor to decide about re-ordering
PC11. ensure adequate availability of resources for uninterrupted kitchen operations
PC12. ensure that inventory records of all the items are kept up-to-date for the ease of the monitoring
PC13. follow manufacturers’ guidelines to ensure that kitchen equipment is working at the correct settings
PC14. ensure that cooking fuel does not get wasted because of faulty burners or cooking practices
PC15. ensure that there is no wastage of water, electricity, kitchen provision, supplies and perishable materials in the kitchen
PC16. report any equipment faults or potential wastage to the proprietor for immediate repair
Cook variety of food:-
PC1. direct kitchen helper to do the basic preparatory work like washing; peeling; chopping; cutting of vegetables, grinding spices etc.
PC2. instruct kitchen helper to store semicooked food in containers / in the fridge or freezer
PC3. inform kitchen helper about what all is required at the workstation to prepare variety of food items
PC4. ensure that food preparation areas and equipment are clean, hygienic and ready for use
PC5. select raw items; provisions; supplies and / or semi-cooked food as per food item to be cooked
PC6. cook vegetables by boiling; frying; grilling; microwaving and ensure that they are served at correct temperature
PC7. cook variety of vegetarian and nonvegetarian North Indian, South Indian, Chinese food items
PC8. safely store any cooked vegetables not for immediate use
PC9. clear the area and deal correctly with the equipment used after service
PC10. ensure food is arranged correctly prior to service
PC11. use cooking and finishing techniques that meet the customer’s requirements
PC12. make changes in the food items as per consumer’s requirements
PC13. suggest consumers some changes to enhance their taste
PC14. ensure that all the food orders are delivered to respective consumers within proprietor set time
PC15. ensure that different courses of food are delivered to consumer at set pace and order
PC16. ensure the quality of food items delivered to consumers such as the appropriate temperature, consistency, presentation etc
Communicat e with customer and colleagues:-
PC1. receive job order and instructions from reporting superior
PC2. understand the work output requirements, targets, performance indicators and incentives
PC3. deliver quality work on time and report any anticipated reasons for delays
PC4. escalate unresolved problems or complaints to the relevant senior
PC5. communicate maintenance and repair schedule proactively to the superior
PC6. receive feedback on work standards
PC7. document the completed work schedule and handover to the superior
PC8. exhibit trust, support and respect to all the colleagues in the workplace
PC9. aim to achieve smooth workflow
PC10. help and assist colleagues with information and knowledge
PC11. seek assistance from the colleagues when required
PC12. identify the potential and existing conflicts with the colleagues and resolve
PC13. pass on essential information to other colleagues on timely basis
PC14. maintain the etiquette, use polite language, demonstrate responsible and disciplined behaviours to the colleagues
PC15. interact with colleagues from different functions clearly and effectively on all aspects to carry out the work among the team and understand the nature of their work
PC16. put team over individual goals and multi task or share work where necessary supporting the
PC17. highlight any errors of colleagues, help to rectify and ensure quality output
PC18. work with cooperation, coordination, communication and collaboration, with shared goals and supporting each other’s performance
PC19. ask more questions to the customers and identify their needs
PC20. possess strong knowledge on the product, services and market
PC21. brief the customers clearly
PC22. communicate with the customers in a polite, professional and friendly manner
PC23. build effective but impersonal relationship with the customers
PC24. ensure the appropriate language and tone are used to the customers
PC25. listen actively in a two way communication
PC27. understand the customer expectations correctly and provide the appropriate products and services
PC28. understand the customer dissatisfaction and address to their complaints effectively
PC29. maintain a positive, sensible and cooperative manner all time
PC30. ensure to maintain a proper body language, dress code, gestures and etiquettes towards the customers
PC31. avoid interrupting the customers while they talk
PC32. ensure to avoid negative questions and statements to the customers
PC33. inform the customers on any issues or problems before hand and also on the developments involving them
PC34. ensure to respond back to the customer immediately for their voice messages, e-mails, etc.
PC35. develop good rapport with the customers and promote suitable products and services
PC36. seek feedback from the customers on their understanding to what was discussed
PC37. explain the terms and conditions clearly
Maintain customercentric service orientation:-
PC1. keep in mind the profiles of expected customers
PC2. understand the target customers and their needs as defined by the company
PC3. organize regular customer events and feedback session frequently
PC4. build a good rapport with the customers including the ones who complain
PC5. have frequent discussions with regular customers on general likes and dislikes in the market, latest trends, customer expectations, etc.
PC6. receive regular feedbacks from the clients on current service, complaints, and improvements to be made, etc.
PC7. compulsively seek customer rating of service to help develop a set of regularly improved procedures
PC8. ingrain customer oriented behaviour in service at all level
PC9. aim to gain their long lasting loyalty and satisfaction
PC10. engage with customers without intruding on privacy
PC11. ensure clarity, honesty and transparency with the customers
PC12. treat the customers fairly and with due respect
PC13. focus on executing company’s marketing strategies and product development
PC14. focus onenhancingbrand value of company through customer satisfaction
PC15. ensure that customer expectations are met
PC16. learn to read customers’ needs and wants
PC17. willingly accept and Implement new and innovative products and services that help improve customer satisfaction
PC18. communicate feedback of customer to senior, especially, the negative feedback
PC19. maintain close contact with the customers and focus groups
PC20. offer promotions to improve product satisfaction level to the customers periodically
PC21. weigh the cost of fulfilling unscheduled customer requests, consult with senior and advise the customer on alternatives
Maintain standard of etiquette and hospitable conduct:-
PC1. greet the customers with a handshake or appropriate gesture based on the type of customer on their arrival
PC2. welcome the customers with a smile
PC3. ensure to maintain eye contact
PC4. address the customers in a respectable manner
PC5. do not eat or chew while talking
PC6. use their names as many times as possible during the conversation
PC7. ensure not to be too loud while talking
PC8. maintain fair and high standards of practice
PC9. ensure to offer transparent prices
PC10. maintain proper books of accounts for payment due and received
PC11. answer the telephone quickly and respond back to mails faster
PC12. ensure not to argue with the customer
PC13. listen attentively and answer back politely
PC14. maintain personal integrity and ethical behavior
PC15. dress professionally
PC16. deliver positive attitude to work
PC17. maintain well groomed personality
PC18. achieve punctuality and body language
PC19. maintain the social and telephonic etiquette
PC20. provide small gifts as token of appreciation and thanks giving to the customer
PC21. use appropriate tone, pitch and language to convey politeness, assertiveness, care and professionalism
PC22. demonstrate responsible and disciplined behaviours at the workplace
PC23. escalate grievances and problems to appropriate authority as per procedure to resolve them and avoid conflict
PC24. use appropriate titles and terms of respect to the customers
PC25. use polite language
PC26. maintain professionalism and procedures to handle customer grievances and complaints
PC27. offer friendly, courteous and hospitable service and assistance to the customer upholding levels and responsibility
PC28. provide assistance to the customers maintaining positive sincere attitude and etiquette
PC29. provide special attention to the customer at all time
PC30. achieve 100% customer satisfaction on a scale of standard
PC31. gain customer loyalty
PC32. enhance brand value of company
gender and age sensitive service practices:-
PC1. educate the tourists, employers and the colleagues at workplace on women rights and the respect that is to be given to them
PC2. inform about company’s policies to prevent women from sexual harassments, both physical and verbal, and objectifications by other customers and staff
PC3. list all the facilities available with respect to transportation facilities, night trips and safeguards, reporting abuse, maternity related and other grievance
PC4. inform about methods adopted to ensure safety and personal and baggage security of women, e.g., CCTV cameras, security guards, women’s helpline
PC5. provide the necessary comfort to the female traveller customers such as secure and safe environment, chain locks/latches, smoke detector, comfortable accommodation, etc.
PC6. Maintain compliant etiquette while dealing with women customers such as asking permission before entering room and for cleaning, avoiding touch contact, using abusive language or gesture, etc.
PC7. ensure that the customer feels safe at all times without being over threatened by the security procedures and related environment
PC8. ensure that in the event of terrorist attacks customers are calmly handled, led to safer places and instructed properly in order to achieve zero casualties
PC9. ensure the quality of facilities and services offered cater to the needs of every individual, be it man, woman, child, particularly the very young and the aged
PC10. be aware of the customer unique needs and wants of each category of customer, e.g., for an infant, for a young woman, for an old person, others
PC11. coordinate with team to meet these unique needs, also keeping in mind their diverse cultural backgrounds
PC12. provide entertainment programs and events suited for the children tourists
PC13. educate parents and attendants of senior citizens on basic safeguards and procedures for them in case of emergencies
PC14. arrange for transport and equipment as required by senior citizens
PC15. ensure availability of medical facilities and doctor
PC16. treat women equally across both the horizontal as well as vertical segregation of roles in the workplace
PC17. ensure a fair and equal pay to the women as men, more of formal training, advancement opportunities, better benefits, etc.
PC18. involve women in the decision making processes and management professions
PC19. avoid specific discrimination and give women their due respect
PC20. motivate the women in the work place towards utilizing their skills
PC21. educate the tourists, employers and the colleagues at workplace on women rights and the respect that is to be given to them
PC22. establish policies to protect the women from sexual harassments, both physical and verbal, and objectifications by customers and colleagues
PC23. frame women friendly work practices such as flexible working hours, maternity leave, transportation facilities, night shift concessions, women grievance cell.
PC24. ensure the safety and security of women in the workplace, particularly when their nature of job is to deal with night shifts, attend guest rooms, back end work, etc
PC25. ensure safety and security of women at all levels
Technical Knowledge:- The user/individual on the job needs to know and understand:
KB1. personal protective equipment should be worn and how it is cared for
KB2. purpose and usage of protective gears such as gloves , protective goggles, masks, etc. while working
KB3. how to provide the first aid treatment at workplace KB4. significance of accidental risks to the worker and productivity loss
KB5. reporting procedure or hierarchy for signs of damage and potential hazards KB6. methods to minimize accidental risks
KB7. safe handling chemicals, acids, etc. for cleaning KB8. material handling procedure
KB9. standard operating procedure for safety drills and equipment maintenance KB10. precautionary activities to be followed for work place safety
KB11. optimal operation of tools and electrical equipment
KB12. emergency procedures to be followed in case of an mishap such as fire accidents, etc
Terms & Conditions of Offline Class
Offline Class —(Totally Free Of Cost)
Offline class Its mean you Direct Go to Our Institute and Take admission there, after the admission you have to join direct class
there is a totally free of cost no charge ,, even you will get Rs 50 every day from Government
every day , There Is a three Time Of classes
a) 8:00am to 12:00pm
b)12:00pm to 4:00pm
c)4:00 pm to 8:00 pm
you can take any time for class regarding your needs , you have to select any one time for regular attending the class
But one thing Must be Remember you have to attain at least 80% of total class, As example if class is 180 days then you have to attain minimum 150 days , other wise your registration will be cancel, and you cant sit on exam and you will also not get certificate
Terms & Conditions of Online Class
Online Class Time – 12:00 pm to 01:00pm ( Two Days In a Week ) , If You have No Time at 12: 00 pm then You can see the class before 8:00 pm after that your attendance will be close,
Online Class And Mark sheet Details
Online Class And Mark sheet Details,
All over India GPRS Studio Provide you Free Online Class And Free Certificate..
Online Classes are Totally Free for All Indian, You can Attend Our Online Classes in Youtube Channel GPRS Studio at home by your Phone /Laptop/ Mobile/Computer etc .
Its total 6 Months Class .. Two days In a Week ,
If you Need Certificate the you should have to attended all Classes Regularly Time to Time and And Share A Registration Number For your Attendance, Which we will provide you after complete admission. When Your 80% Attendance will be Complete then You should attend Assessment or Exam For Certificate And Mark sheet.
There Are Some Terms And conditions to eligible for Certificate And Mark sheet
- Need 80% Online Class Attendance By Registration Number
- attend Online Exam and Interview
- You Have To Pay Certificate Currier Charge Rs 2000 (Two thousand Rupees Only)
Charges
Only You have to pay Rs 2000/-(two thousand Rupees Only ) For The Certificate Courier Charge,
When you selected For Free Certificate And Mark sheet Or pay based Certificate And Mark sheet then your government registration process will be start , We give you a Registration Certificate , When you Will Start Your Online Class Every Day you will Put The Registration number With Us for attendance.
As Example Registration Certificate will be like the
This Certificate is valid for All India Government and private both sector and this certificate is also valid 129 Countries of The World, And by this certificate you can Attend All ou interviews And job Section ..
