Section 1 – Understand methods of communication with customers
1a) 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.
Methods of communication
The porridge that a guest has ordered is not available.
The best approach in this situation is to speak to the guest face to face and apologise 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.
The reply could be in an e-mail or a letter depending in the information gathered from the customer.
1b) 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 their complaint thoroughly by writing it down would expect the same courtesy in return.
2. In relation to your current organisation (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.
Checking in or out
Confirmation of a room booking
3. Complete the table below by identifying at least two advantages and at least two disadvantages of each communication method.
Face to face
1. responses are immediate
2. body language can be read
1. Problems and complaints can escalate and turn nasty.
2. there could be interruptions
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.
1. You can gather information and solve problems quickly.
2. 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.
4. 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 as an apology. It should then include what the company is going to do to rectify the 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.
5a) 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.
5b) 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...
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