In this course I’ve also learned a lot of things and again learned the importance of customer service because in reception you come into contact directly with guests. I’ve learned how to handle customer complaints better and how customers expectations must be exceed at all times. Personal presentation is also very important because you work directly with guests and it only takes about 3-5 seconds for a guests to summarise you and to get a first impression from the person who helps them.
There are 3 Modules that we’ve learned in reception :
Module 1 Introduction to Customer Service:
In this module I’ve learned the following:
Section 1:
1.1 What customer service within the hospitality sector is as well as the principles for example:
o By maintaining good customer service at all times.
o Always treat all customers with respect no matter what the situation may be.
o Always identify and meet customers’ needs.
o Always exceed customers expectations through providing the services expected by your organisation.
1.2 *Why customer service is so important in order to achieve success of the organisation.
1.3 *Who the customers are within the hospitality sector external and internal.
1.4 *What the drawbacks of poor customer service are. For example loss of profit because guest won’t spend money at your company if they are dissatisfied, loss of jobs because the business won’t have money to pay workers and this all will leads to poor reputation as well as loss of business.
1.5 How to promote good service within the hospitality. This can include by providing a good image of your self as well as the organisation, by having good communication skills and to solve problems appropriately and according to companies procedures.
1.6 *What customer service, needs and expectations relating to the hospitality sector are.
1.7 Know what responsibilities your employer and employees have in order to have a hygienic, safe and healthy environment for customers and co-workers.
Section 2 Effective Communication:
2.1 The impact upon the customer and the organisation of effective and ineffective communications. For example the impact of ineffective communication will be:
· Confusion
· Misunderstandings
· Annoyed and unhappy customers
· Loss of business
· And loss of profit.
2.2 The importance of listening to the customers and showing them that you notice and understand what they are saying.
2.3 The importance of using the right tone of voice and expressions as well as gestures while talking to guests.
2.4 Always allow customers to have their personal space while serving them.
2.5 Know how to use the right verbal and non-verbal communication skills while talking to guests over the telephone.
The benefits of Effective Communication :
· Increasing the quality of service to the actual customer.
· Saving time.
· Improving customer care.
· Avoiding misunderstandings.
· Working towards achieving goals.
· Building a good reputation and relationships.
· Creating a positive atmosphere.
· Encouraging open discussion.
Section 3 à Presenting a Positive Professional Image:
3.1 The importance of portraying positive and professional image in the hospitality context of customer service through the way we speak, dress and deal with people.
3.2 The necessary to deal with hospitality customers promptly and politely in order to give guests a good customer service.
3.3 The importance of using verbal and non-verbal communications in developing a positive and professional image in order to exceed customer expectations.
3.4 The importance of allowing customers personal space while serving them.
Module 2 à Developing Basic Selling Techniques:
2.1 The importance of looking for selling opportunities in every hospitality customer situation.
2.2 The difference between proactive and reactive selling, selling add-on’s, descriptive selling, up-selling, cross- selling, substitute selling, within the hospitality organisation.
2.3 How to handle objections raised by customers about products and services.
2.4 Identify the different methods for a hospitality customer to use to confirm that they are making their booking.
2.5 The different forms of verbal and non-verbal communications that is appropriate for selling.
2.6 How to use your voice effectively in selling situations, for example your pitch, tone and speed your talking to guests.
2.7 What the different forms of non-verbal communications are: for example hand signals, facial expressions, gestures and posture.
The importance of listening to your customers and show to your customers that you are listening to what they say to you and what their needs are.2.8
2.9 In order to deal with customers queries and to close sales it is important that you know how to recognise verbal and non-verbal messages sent by customers and how to respond to your customers effectively.
Module 3 à Conflict Handeling:
Understanding the Theories of Conflict:
Section 1:
1.1 Understand what conflict is and what the difference are between conflict, indecision, disagreement and stress.
1.2 The ways in which conflict shows itself with internal customers:
· Breakdown of relationships.
· Poor decision-making.
· Poor performance.
· Poor quality of working life.
1.3 The different ways in which conflict shows itself with external customers:
· Increased number of complaints.
· Loss of business.
· Loss of income.
· And behavioural issues between staff.
1.4 The effects of conflict :
· Legal implications.
· Lost time.
· Poor morale.
· Low motivation.
· Recruitment.
· Health and Safety risks.
How to Prevent Conflict:
Section 2 :
2.1 Use verbal and non-verbal communications and language to create a positive customer relationship.
o Don’t walk away.
o Don’t play games.
o Don’t exploit others.
2.2 Always ensure the selling messages meets expectations:
o The selling message must realistically reflect the products or services that is on sale.
2.3 Examine the importance of good customer service are:
o Treating the customer well.
o Understand the customers needs.
o Deliver on your customers expectations.
o Add-value.
o Create a sense of customer delight.
2.4 Understand health and safety requirements to avoid conflict for example:
o Create a safe customer and working environment.
Effective Communication Skills for Conflict Situations:
Section 3 :
3.1 Some conflict handing skills:
o Self-confidence.
o Patience.
o Persistence.
o Flexibility.
o Empathy.
o Humour.
o Assertiveness and conciliatory behaviour.
3.2 How to show that you are listening effectively in conflict situations:
o Nodding.
o Making notes.
o By using verbal and non-verbal gestures.
3.3 How to use question to understand the basic of conflict:
o Ask open questions.
o Ask close questions.
o Ask hard questions.
o And ask soft questions.
3.4 Understand how to use non-verbal behaviour effectively in conflict situations and know what you should avoid doing.
3.5 The importance of record keeping and the importance of informing your manager of all conflict situations.
Handling Customer Complaints :
Section 4
4.1 Some examples of things guests complain are:
o Dirty rooms.
o No bed linen.
o Poor food.
o Time delays.
o Rudeness.
o When service don’t meet their expectations.
4.2 The importance of listening to the complaint and not making early judgements.
4.3 When receiving customer complaints , appreciate the benefits of receiving the customer complains because the business can use the complaints to improve within their business.
4.4 How to avoid the use of defensive behaviour in stressful hospitality- based situations.
4.5 Demonstrate an understanding of how to gain support and assistance from line-managers when handling complaints.
4.6 How to handle complaints positively:
· Through listening.
· Discussing proposed actions.
· Keeping customers informed of actions.
· Ensure customers that complaints are resolved satisfactorily.
4.7 What the role of customer service departments in supporting the customer service process are.
Resolution on Conflict:
Section 5 :
5.1 Consider alternative approaches to resolve conflict through accommodation and compromising, mediation and conciliation.
5.2 How to overcome obstacles that cause conflict:
o Culture acceptance.
o Limited time.
o Denial.
o Competitiveness.
5.3 Recognise the possible outcomes of conflict:
o Win-lose.
o Lose-lose.
o Win-win.
5.4 Demonstrate how to use methods of resolving conflict through conciliation and mediation.
