Customer Service Level 2

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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.

Situation
Methods of communication
1.

The porridge that a guest has ordered is not available.

Verbal.
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.

Written
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.

Customer interaction
Communication method
1.
Checking in or out

Verbal
2.
Confirmation of a room booking

e-mail/written
3.
Answering queries

verbal

3. Complete the table below by identifying at least two advantages and at least two disadvantages of each communication method.

Communication method
Advantages
Disadvantages
Face to face
1. responses are immediate

2. body language can

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