intended audience
60 minutes
RCS Certification Level 1; (1) PGA MSR; Hospitality Manager Certification

Course Description

In this keystone RCSU program, G.R.A.C.I.O.U.S. Service, we are going to review how to make a customer or member feel special using G.R.A.C.I.O.U.S. as an acronym for:

Genuine: How can I be my genuine self at work while still remaining professional?

Respect: Who deserves the most respect from me?

​Anticipatory: How can I make my customer feel special?

​Commit to Self Improvement: How can I find success and fulfillment in my position?

Immediacy: Why is speed important? I thought that good customer service couldn't be rushed!

Other Point of View: How am I supposed to know what the customer is thinking/feeling?!

Unified: What's my role?

Service Commitment: What do I need to do to demonstrate that I am committed to service?

This is a great “customer service basics” training video that is wonderful for a first day on the job OR a refresher for seasoned staff. Regardless of what industry you’re in, whether it’s a private club, a hotel or resort, a public golf course, a restaurant, casino, spa, or any other position where you interact with customers in person on a daily basis, this course is for you.

This course contains both interactive questions within the course videos and end-of-chapter tests.


Whitney Reid Pennell
Founder and President, RCSU

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