Communication In Customer Service 3
Communication in customer service:
First, we are going to start which an activity, which is Chinese Whisper. In which one person whispers a message to another, which is passed through a line of people until the last player announces the message to the entire group.
Aims and objectives:
1. To give the opportunity to look at different communication methods
2. To allow to identify the different types of communication under each method:
Verbal
Non-verbal
Written
3. To know how and when to effectively use each method
There are different types of communication that skills are required for each situation. Communication takes on different characteristics as the situations changes.
Now we are going to look to three different communication methods, which are:
Verbal
Non-Verbal
Written
Verbal:
Definition: is sharing information between individuals by using speech. Individuals working within a business need to effectively use verbal communication between employees and customers, but also within the staffs in the organisation. Besides that, communication can be used to train staff in the hotel. When the sender talk to the receiver, the sender will directly speak to the receiver by face to face or by through telephone.
For example, the front office staff will communicate with the customer by face to face when the customer check in to the hotel. Besides that, verbal communication also occur when the customer call up to the front office staff to make a reservation in the hotel.
Types:
Face-to-face: Is when the communicator transmits his message in person to the receiver in person verbally. In occurs both in external and internal communication.
There are types of face to face communication:
1. Interviews,
2. Meetings,
3. Conferences or video-conference
4. Seminars,
5. Workshops,
6. Class-room lectures,
7. Stage-acting,
8. Public lectures, etc.
The most common used in hotels are:
Interviews
Meetings
Conference or video-conference
Seminars in order to train
First, we are going to start which an activity, which is Chinese Whisper. In which one person whispers a message to another, which is passed through a line of people until the last player announces the message to the entire group.
Aims and objectives:
1. To give the opportunity to look at different communication methods
2. To allow to identify the different types of communication under each method:
Verbal
Non-verbal
Written
3. To know how and when to effectively use each method
There are different types of communication that skills are required for each situation. Communication takes on different characteristics as the situations changes.
Now we are going to look to three different communication methods, which are:
Verbal
Non-Verbal
Written
Verbal:
Definition: is sharing information between individuals by using speech. Individuals working within a business need to effectively use verbal communication between employees and customers, but also within the staffs in the organisation. Besides that, communication can be used to train staff in the hotel. When the sender talk to the receiver, the sender will directly speak to the receiver by face to face or by through telephone.
For example, the front office staff will communicate with the customer by face to face when the customer check in to the hotel. Besides that, verbal communication also occur when the customer call up to the front office staff to make a reservation in the hotel.
Types:
Face-to-face: Is when the communicator transmits his message in person to the receiver in person verbally. In occurs both in external and internal communication.
There are types of face to face communication:
1. Interviews,
2. Meetings,
3. Conferences or video-conference
4. Seminars,
5. Workshops,
6. Class-room lectures,
7. Stage-acting,
8. Public lectures, etc.
The most common used in hotels are:
Interviews
Meetings
Conference or video-conference
Seminars in order to train