Download Review Activity Communicate with internal and external customers 1.2

SITXCCS303
Provide service to customers
Housekeeping
 Emergency procedures
 Mobiles, security issues
 Break times/smoking policy
 This course is “interactive” – ask questions
 Respect, confidentiality, practice
 Ground rules
Objectives
 Discover how to communicate with internal and
external customers
 Know how to deliver according to defined standards
 Learn how to provide service to customers
 Prepare to respond to customer complaints
 Understand how to provide feedback on internal
customer service practices
 Gain essential skills and knowledge required for this
unit
Communicate with internal and
external customers
1.1 Communicate with
customers in a polite,
professional and
friendly manner within
designated response
times
Customers and colleagues
 Workmates/colleagues
 External customers and clients
 Members of other tourism and hospitality industry
sectors
 Individuals or groups such as consultants and
committees
 Government or organisations
 Local residents
 Visitors
 Media
Review Activity
Communicate with internal and
external customers
1.2 Use appropriate
language and tone in both
written and spoken
communication
Effective communication
 Every message must have a purpose
 Messages should match the interests and abilities of
the receiver
 Unnecessary words should be eliminated
 Chosen words should be within the experience
range of the receiver
 Messages should be clear and concise, using the
correct words and their pronunciation, along with
appropriate inflection, tone, language, speed and
volume of voice
Types of communication
 Verbal communication is questioning,
listening and answering – the spoken
word
 Non-verbal communication is body
language – facial expressions, eye
contact, gestures and posture
Speaking skills
 Personal qualities
 Vocal qualities
 Aim for:
o Alertness
o Distinctness
o Expressiveness
o Pleasantness
Communication breakdown
 Causes:
o Hidden agendas
o Negative feelings
o Personal traits
 Barriers:
o Poorly worded messages
o Use of wrong language
o Background noise
o Assumptions
o Personal prejudices
o Source evaluation
o Incompatibility of non-verbal communication
Review Activity
Communicate with internal and
external customers
1.3 Use appropriate
non-verbal
communication
Non-verbal communication
 Five aspects:
o Emblems
o Illustrators
o Affect displays
o Regulators
o Adaptors
 Kinesics
o Decoding body language
Review Activity
Communicate with internal and
external customers
1.4 Observe and respond
to non verbal
communication of
customers
Non-verbal communication includes:
 Body language
 Gestures and mannerisms
 Voice tonality and volume
 Use of space
 Dress and accessories
 Culturally specific communication customs and
practices
Review Activity
Communicate with internal and
external customers
1.5 Use active listening
and questioning to
facilitate effective two way
communication
Listening
 Effective listening:
o Prepare yourself to listen
o Become interested
o Keep an open mind
o Identify the main idea
o Listen critically
o Don't get distracted
o Take notes
o Help where necessary
o Reflect on what has been said
o Keep quiet
Review Activity
Communicate with internal and
external customers
1.6 Select a medium of
communication
appropriate for the
audience and situation
Communication methods at work
 Fax
 Email
 Speaking face-to-face
 Telephone
 Two-way communication systems
 Simple written messages, e.g. restaurant bookings or
phone messages
 Standard forms and proformas
Foreign guest expectations
 Customer expectations
 Forms of address
 Levels of formality and informality
 Appropriate non-verbal behaviour
 Communicating sincerity
 Food preferences
 General service requirements
 Dress and appearance
Minimise the effects of barrier to
cross-cultural communication
 Culturally-based communication
differences
 Establishment organisation
 Language difficulties
 Non-verbal communication and
messages
 Stress
Review Activity
Deliver service according to defined
standards
2.1 Practise high
standards of personal
presentation and
hygiene according to
organisational
requirements
Personal presentation
 Dress or uniform
 Etiquette
 Grooming
 Personal hygiene
 Poise
Review Activity
Deliver service according to defined
standards
2.2 Follow
organisational customer
service policies and
procedures
Policies and procedures
 A customer service policy is a written
code of conduct for employees to
utilise for serving customers
 It could include how to respond to
questions, or deal with disgruntled
customers who want refunds
 The policy may state what is expected
when a certain situation occurs and
the appropriate steps to take action
Review Activity
Deliver service according to defined
standards
2.3 Adhere to
professional standards
expected of service
industry personnel
Caring for uniform
 Appropriate and complete
uniform
 Cleaning and maintenance
 Pressing techniques
 Transportation of uniform
Review Activity
Provide service to customers
3.1 Establish rapport
with the customer to
promote goodwill and
trust during service
delivery
Accommodating special needs
 Alternative easy access to their table
because of a disability
 A high chair for infants
 Appropriate food for those with special
dietary needs, as indicated in the
reservations book
 Privacy for romantic couples and business
people
 Room on a table to spread out where
business looks as if it is going to be
conducted
 A table near the door for someone with a
walking stick
Review Activity
Provide service to customers
3.2 Identify customer
needs and expectations,
including customers
with special needs
Common guest nationalities
 American
 Asian
 German
 Japanese
 Jewish
 Each have different
expectations and customs
Do’s
 DO establish and maintain eye contact as much as
possible.
 DO face and speak directly to the person rather than
through the companion/attendant/sign language
interpreter who may also be present.
 DO always respect the person’s dignity, individuality
and desire for independence. If help is required in a
given situation, do not assist without asking first.
Don’ts
 DON’T stereotype people.
 DON’T expect people with special requirements to
display a specific type of personality. People with
disabilities are people first, with feelings, emotions,
desires, aspirations, frustrations and needs just like
anyone else.
 DON’T speak about the person as if he/she is
invisible, cannot understand what is being said, or
can't speak for him/herself.
 DON’T put people with a disability on a pedestal or
talk to them in patronising terms as if performing
normal, everyday activities were exceptional for
them.
Review Activity
Provide service to customers
3.3 Promptly meet all
reasonable customer
needs and requests
Service definitions
 To feel respected
 To feel welcomed
 To be served by friendly staff
 To be dealt with in a prompt and
courteous manner
 To receive assistance when necessary
 To be in comfortable, clean surroundings
 To feel remembered and recognised
 To be heard and understood
Review Activity
Provide service to customers
3.4 Identify and
anticipate operational
problems and take
action to minimise the
effect on customer
satisfaction
Reasons for meal delays
 The kitchen is extremely busy
 The order is behind a larger order
 The order was lost or overlooked
 The kitchen has run out of a particular item, and is
doing what it can to remedy the situation
 The order went to another table
 The order was, in some way, spoilt in the preparation
process and another order had to be made up
 The customer placed an unrealistic demand on the
timeframe for the order, and that timeframe is
unable to be met
Reception problems
 The allocated room is not
immediately available
 Guest has insufficient funds
 Guest has been quoted an
incorrect rate
 Guest has been booked by an
airline or travel agent and
doesn’t have the proper
documentation
 Guest is a company booking and
the company fax has not been
received
Provide service to customers
3.5 Recognise and act
upon opportunities to
deliver additional levels
of service beyond the
customer’s immediate
request
Customer relations aspects
 Foreseeing and fulfilling the customer’s
needs and expectations
 Providing assistance and information in a
prompt manner
 Serving and acting in a professional way
 Fully understanding your job description and
duties
 Communicating with others clearly, concisely
and in confidence
 Having product and service knowledge
 Having an awareness of local attractions and
services
Review Activity
Respond to customer complaints
4.1 Proactively
recognise customer
dissatisfaction and take
swift action to avoid
escalation to a
complaint
Dealing with customer complaints
 Listen
 Acknowledge
 Respond
 Take action
 Report
 Follow up
Review Activity
Respond to customer complaints
4.2 Respond to
customer complaints
positively, sensitively
and politely
Mannerisms
 When handling all complaints it is important to deal
with them in a friendly, efficient, respectful and
thorough manner. In short, we must be sensitive to
the customer's needs, the nature of the complaint
and their mood.
 The customer, guest or patron must be given the
time to explain fully, without the employee cutting
them short or placing words into their mouth.
Respond to customer complaints
4.3 Seek solutions by
consulting the customer
Information needed for solving
problems
 Names of those involved
 Promises that the establishment may have made
 Service or products that failed to live up to promises
or expectations, including how they failed to deliver
on quality or expectations
 Timelines relating to the complaint
 Costs, money or charges involved
 The factual details, as far as can be determined, as to
what was said and by whom
 Actions – or inactions – taken (or not taken) by the
staff
Review Activity
Respond to customer complaints
4.4 Resolve complaints
according to individual
empowerment and
organisational policy
Take appropriate action for
complaints
 Listen carefully
 Acknowledge
 Respond
 Take action
 Report
 Follow-up
Review Activity
Respond to customer complaints
4.5 Refer complex
service issues to a
higher level staff
member for action
Refer difficult complaints
 Referring complaints is not necessarily an admission
of failure on your part – it may quite simply be the
most appropriate thing to do in the given situation
 Refer complaints quickly; where you have tried to
resolve the situation yourself, and are getting
nowhere, you must quickly get someone else in to
help.
 Time is critical, and your failure to notify the relevant
person has the potential to inflame the situation.
 No-one expects you to be able to manage all
complaints on your own, so don’t try to battle on
when you feel you’re out of your depth.
Review Activity
Respond to customer complaints
4.6 Maintain a positive
and cooperative manner
at all times
Maintain a positive manner
 Things to watch out for and avoid are:
o Staff who run down the boss and/or the
establishment
o Customers who criticise other staff members
and/or the boss
o Gossipers
o Rumour spreaders
Provide internal feedback on
customer service practices
5.1 Provide ongoing
internal feedback on
service practices,
policies and
procedures, and
suggest improvements
Internal feedback
 The leadership team of the internal
departments should use the data to create
an action plan that focuses attention on the
areas of weakness.
 This plan should be shared with their internal
customers and regular progress updates
should be given. If not, then should raise the
issue again with management to ensure
things are discussed.
 If you have no intention of making changes
based on the information that comes back
from a survey, don't waste everyone's time.
Provide internal feedback on
customer service practices
5.2 Identify individual
and recurring
complaints and provide
internal feedback to
avoid future occurrence
Giving feedback for a recurring
problem
 Step 1: Raise the issue
 Step 2: Describe the specifics
 Step 3: Request a change in behaviour
 Step 4: Agree on an action plan
 Step 5: Follow up
Review Activity
Skills and Knowledge Activity
Summary and Feedback
 Did we meet our objectives?
 How did you find this session?
 Any questions?
Knowledge Test
 This activity should take anywhere between an 1-2
hours to complete and must be completed in class.
Congratulations!
You have now finished the unit…
‘Provide service to customers’