Q: How would you communicate in a polite, professional and friendly manner?

Q: What is considered the use appropriate non-verbal communication?

Q: What is non-verbal communication when observing customers and how would you respond to this?

Q: What is considered as using appropriate language and tone?

Q: How would you describe the practise of high standards of personal presentation and hygiene according to your organisational requirements?

Q: How would you best describe the following within the Hospitality Industry?

 Professional standards 

Attitudes and attributes 

Establish and maintain rapport with the internal or external customer 

Maintain a positive, cooperative manner at all times.

TASK 1

RESPOND TO THE CUSTOMERS COMPLAINT

Respond to the customer’s complaint positively, sensitively and politely, making sure you cover all the points.

Suggest a solution when replying to the customer.

Try to resolve it according to your individual empowerment if you are unsure, you need to seek advice from your manager or supervisor.

TASK 2

FORWARDING COMPLAINTS TO THE APPROPRIATE PERSON

You receive a return e-mail and your customer is still not happy and the situation is growing more complicated!

Forward your e-mail to management with a brief explanation of what you have done so far with a copy of your original e-mail and advise you have informed the customer this has now been escalated to the Management to respond as soon as possible.

TASK 3

PROVIDE INTERNAL FEEDBACK ON CUSTOMER SERVICE PRACTICES 

A few customers have had the same complaint as the customer you received the e-mail from. You decide to provide internal feedback to your manager. 

Write an email identifying the recurring complaint and suggest improvements to avoid future recurrence.

Identify the recurring complaint

Provide feedback on what service practices, might be responsible for the complaint.

Suggest improvements to avoid future occurrence.

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