1. 3. COMMUNICATION
•It is vital for giving customers and potential customers and impression of your
business.
•All staff must be aware of the importance of good communication with customers.
•You may be:
1. Communicating with individuals
2. Communicating with groups
3. Attempting to make a good first impression
4. Attempting to present a good personal image
5. Speaking on the telephone
6. Having a face-to-face discussion
7. Communicating in writing
8. Giving information verbally
9. Giving information in a non-verbal form
2. 3.1. Communicating with individuals
“Front line”: recepcionist, hosts, ushers, waiters, bar staff. Body language is
important for them when dealing with customers.
TIPS
•Eye contact: look at the person to whom you are speaking.
•Gestures: Some gestures can be very distracting. Scratching your head while
talking can be offputting.
•Give direct answers: if you don’t know be honest.
•Remember names: when possible address the individual by name to show you
values them as individuals.
•Deal with one customer at a time and avoid distractions.
•Don’t talk about personal things with other members of the staff when your
customers need your attention.
3. 3.2. Communicating with groups
In leisure and tourisim situations providing customer service involves communicating
with groups, for example leading a groups of tourists on a tour.
TIPS
•Gather everyone in closely and ensure that everyone can see you and hear you
(check by asking)
•Keep what you are saying brief and to the point-avoid digressions.
•Check that everyone has understood your point before moving on.
•Offer the opportunity for individuals to speak to you afterwards for further
information
4. 3.3. Making a good first impression
•You only have one chance to make a good first impression.
•A customer will form an impression of you and your business within the
first 30 seconds.
•Get it right the first time
3.4. Personal image
•First thing customer will notice is your appearance, followed by
your attitude to the customer and general behavior before your
skills and efficiency at dealing with the customer’s needs.
•If your appearance creates a casual image or you are impolite to
the customer, a very poor image of the organization will be
formed.
•Wearing a uniform:
•A professional corporate image is presented
•Staff can be easily recognized as part of the organization.
•It gives the wearers a sense of belonging to a team.
5.
6. 3.4. Speaking on the telephone
In 95% of business , contact with the customer will at some stage be by telephone
There are some basic rules to good customer service when being contacted by
phone:
•Answer the phone before it has rung 4 times.
•Greet the customers and give the name of your business very clearly.
•Give your own first name, it helps to make the reception more friendly.
•Whenever a customer has had to wait (if a large number of calls are being
dealt with) always apologize for the delay.
•Smile when you are speaking on the telephone, the expression on your face
has an impact on your voice.
(practice 4)
7. 3.5. Face-to-face meetings with customers.
It has advantages over other forms:
•you can smile
•use eye contact
•and use positive (but not distracting) gestures to make customers feel welcome.
8. 3.6. Written communication
There are many forms: We must be very careful
when writing because the
customer has time to pick
up on small errors.
TIPS
•Always word process your writings and check spelling and grammar
•Check presentation.
•When passing on messages to clients it is better to use a typed memo than a hand
written note.
•It is usual to handwrite menus as they change every day and a personal touch wants
to be conveyed. A person with good calligraphy skills should handwrite the menu. In
spite of this, there are many fonts which are suitable for such a purpose.
•Menus should always include the price.
•Bills should be itemized so that the customer can check that the correct price has
been charged.
•The price of any service should be clearly visible before the customer orders, so that
it is quite clear what the customer will be expected to pay.
9.
10.
11. 3.7. Verbal communication.
•When speaking to customers you must always be polite, friendly, cheerful and clear.
•Never allow your voice to show agitation even when a customer is being particularly
difficult.
3.8. Non-verbal communication
•Give customers your undivided attention.
•Smile: it makes hostility towards you difficult. (be careful! Don’t let your customer
think you are laughing at him)
•Smile on the phone.
•Use only the necessary gestures (i.e. pointing at something)
•Do not touch your hair or any other parts of your body.
•DO NOT CHEW GUM!!
12. 3.7. Feedback loops
Communication among staff is very important too.
A feedback loop enables feedback from staff or customers to be passed on the
relevant people
Example of bad feedback loop
