Section understand methods of communication with customers 1 a) Use the table below to outline at least two different customer service situations and the different methods of communication that would be needed in these situations. Situation Methods of communication The porridge that a guest has ordered is not available. Verbal. The best approach in this situation is to speak to the guest face to face and apologies whilst explaining why the porridge is unavailable. 2. A customer has been spoken to and treated rudely, they have written a formal complaint In writing. Teen The reply could be in an e-mail or a letter depending in the information gathered from the customer. 1 b) Based on the Information you have provided In the table above, outline why the different situations need different methods of communication. It is always best to deal with customer based situations face to face where possible, somebody waiting for their breakfast will already be upset they cannot have what they have asked for, they would get even more upset if they were made to wait for communication about the situation.
Somebody who has taken the time to explain heir complaint thoroughly by writing It down would expect the same courtesy In 2. In relation to your current organization (or one that you know well), complete the table below by listing at least three different examples of customer interaction and identify the most suitable communication method for each one. Customer interaction Communication method Checking in or out Verbal 2. Confirmation of a room booking e-mail/written 3. Answering queries verbal 3.
Complete the table below by identifying at least two advantages and at least two disadvantages of each communication method. Advantages Face to face . Responses are immediate 2. Body language can be read 1. Problems and complaints can escalate and turn nasty. 2. There could be interruptions In writing 1 . There is a record of correspondence 2. Visual aids can be included if needed. 1 . There is a chance that the letter will not be received. 2. There is not a chance of a quick response or resolution. Via telephone 1 . You can gather information and solve problems quickly. . The response can be instant. 1 . You cannot see the person’s facial expressions or body language. 2. There is a risk that the spoken language may be miss-interpreted. . When responding to a customer query in writing, outline the content that could be included in a standard letter. When responding to a customer query the letter must first contain the correct contact details for the customer. The date that the correspondence has taken place should appear as well as a time frame of when the problem will be solved if applicable.
It should include an acknowledgement of the customer’s problem as well problem for the customer. Details of the company respondent and how the customer can get in contact should also be included as well as any reference number for the customer to quote when needing information or a response. AAA) Explain what is meant by the term ‘active listening. Active listening is about engaging with the person you are talking to and having a balance in communication so the you can understand the information that the other person is relating to you. B) Why is active listening important when dealing with customers? It is very important to listen to what a customer is trying to tell you so that you can then ask relevant questions, find out what the problem is and how you can help to fix it. It is very important to build a rapport with customers so that they feel like they are being heard and leaves them with a good feeling. 6. Use the table below to describe the standard greetings of three different organizations and how these greetings impact on customers.
Organization Impact on customers Organization 1 Lush Hello, can I help you find something today. Customers who have never been in a lush store before would feel relieved to have some guidance and also feel safe in the knowledge that the help will be coming from someone friendly. Organization 2 British gas Hello my name is ……. How may I help you today. A friendly greeting over the phone makes the customer feel at ease about sharing the reason for their call. Knowing the staff members name also helps build trust.
Organization 3 Premier inn Good morning/afternoon/evening, can I help you? Do you have a reservation? Stating good morning/afternoon/evening would have a positive effect on customers as they can assume they would have a polite conversation with the staff member. They have also been asked a direct question which would lead to a friendly exchange of invitation. 1 . Explain what information may be held about customers by an organization. An organization may hold basic information on customers such as their name, gender, contact details and age.
They may also keep payment details and transaction histories as well as any feedback or questionnaires. 2. Outline at least two examples of ways in which customer information can be kept secure and confidential. Any customer information kept on a computer should be protected by a firewall and if necessary it should also be encrypted. Staff members should only be allowed to IEEE information that they need to perform their Job. They should also have their own password and never share this with anyone else.
Keeping physical information safe at the office can mean employing a data protection officer who will protect data by making sure certain procedures are carried out correctly such as shredding confidential paper waste. 3. In relation to your current organization (or one that you are familiar with): Give at least two examples of information about the organization that should not be disclosed to customers. Business plans and strategies Passwords Explain why this information should not be disclosed to customers and the implications on the organization if it is. Advantage over the business and being able to pre-empty anything our business is implementing. This would lead to lose of business and revenue. Giving customers the WI-FL password for free would lead to a big lose in profit. Customers finding out passwords for the check in desk would lead to a leak in personal information of other guests. Section 3 – Understand how to work as part of a team to provide effective customer service 1. In relation to your current customer service role (or one that you are interested in doing in the future), what are the limits of this role when delivering customer service (e. . What are you able to deal with as part of this role and what situations would you be unable to handle without assistance from others)? My role allows me to answer small queries regarding the upkeep of a guests room but I am unable to advise a customer on booking further nights. I am also unequipped to help them if the problem is large enough that they would need to move rooms. Customer service function. Other colleges in the daily housekeeping team. Supervisor and receptionist. 3.
If you were faced with a customer query outside of your individual responsibility, what sources of help would be available to you? Other more experienced colleagues could try to help however if the query is more complex I would seek advise form my supervisor or manager. How other team members can assist in offering excellent customer service. The other members of my team can help with offering fantastic customer service by being efficient and following the audit guide lines for every room. Working as a team is very important to moral and productivity. 5.
Explain the importance of keeping colleagues and others informed of customer service operations. Every team member should be kept up to date with any changes that may have occurred or will occur. Good communication is key to a business running smoothly. Every team member being on the same page ensures that every customer receives the same high standard of customer service. Develop customer service skills. Not being able to answer certain customer queries yourself will in time teach you which colleague you can turn to for specific problems and solutions.
Whilst answering a variety of customer queries from a wide variety of people you can learn how best to handle difficult customers and situations. 7. Explain how customer service information can be shared (disseminated) for the benefit of colleagues. Most immediate information that needs to be shared would be placed on the staff motherboard whilst a more in depth sharing of information can be organized in the form off staff meeting. If it is only a few individuals that are in need of certain information the company intranet should be used.
