Preventing and managing conflicts in the fast-food industry

At the end of the 7-hour face-to-face training session, participants will be able to:

• Identify high-risk situations specific to the fast-food sector (rushes at peak times, order errors, stock-outs, long waiting times, customers in a hurry or who are dissatisfied).
• Communicate clearly and positively from the moment they greet customers to prevent misunderstandings and reduce customer impatience.
• Remain calm and apply de-escalation techniques (active listening, rephrasing, professional demeanour) when faced with rudeness or aggressive behaviour.
• Manage an open conflict without it escalating, by offering a swift and appropriate solution whilst adhering to the brand’s guidelines.
• Turn a complaint into an opportunity to build customer loyalty, by highlighting the attention paid to the customer and the team’s consistency.

• Understanding conflicts;
• Analysing conflict situations;
• Developing the right habits to prevent conflicts;
• Communication techniques;
• Building individual confidence;
• Managing conflicts within a team

• Certification of prior learning

• All audiences

There are no specific technical prerequisites.

Some initial work experience, particularly in customer-facing roles, is recommended.

A sufficient command of the French language (spoken and written) is required to follow the course and take part in teaching activities (discussions, role-plays and simulations).

16 people

• Fully classroom-based training

• In-company on-the-job training
• Group lessons

• Equipped technical platforms
• Room equipped with networked computer workstations
• Unmarked room with video projector

Positioning upstream of entry to training.

Taking account of beneficiary satisfaction during and at the end of training.

Possibility of post-training support.

For beneficiaries with disabilities: possible adaptation of training and certification arrangements, support by the TH referent.

In order to improve the quality of our service, you can send us your suggestions or complaints using the form available on our website.

Interviews, remediation with the educational referent and/or company referent during training.

Teachers certified by the French Ministry of Education, trainers with a three-year higher education qualification and significant experience in adult education, and professionals from the industry.

Trainers with experience in tailoring learning to individual needs.

Expert trainers in specific trades

In-course evaluations (ICE)

This training course aims to strengthen participants’ practical sales skills in the fast-food sector. It enables participants to immediately improve their professional practice and can serve as a stepping stone to further career progression within the catering sector.

• Targeted roles and functions
The skills developed can be applied in various roles within the fast-food or commercial catering sector:

• All-round fast-food employee
• All-round team member
• Sales assistant / counter staff
• Restaurant host or hostess
• Assistant team leader or team leader (with experience)

• Possible career progression
With experience and a good command of customer service and sales techniques, participants can progress to roles with greater responsibilities:

• Team lead or manager
• Assistant manager in fast food
• Outlet or service manager

• Possible further training
This training programme can be supplemented by other vocational training courses in the following areas:

• Sales and customer service techniques
• Managing difficult situations with customers
• Team management in the catering sector
• Organisation and optimisation of service
• Food hygiene and safety

Access for people with disabilities

Boost your fast-food sales through tailored sales techniques, a professional approach and optimised customer relations:

• A short, practical training course (7 hours) directly applicable to the fast-food workplace.
• Content specifically tailored to the realities of the sector: speed of service, brief customer interactions, upselling and optimising the average basket size.
• Active teaching methods: collaborative workshops, practical scenarios and role-plays inspired by real-life situations at the point of sale.
• Training focused on sales effectiveness and customer satisfaction, two key priorities for fast-food outlets.
• Skills that can be immediately applied in the workplace to improve customer reception, service quality and sales performance.
• Training suitable for employees or anyone wishing to enhance their skills in the catering and sales sectors.