Unit 9 P4 Customer Service Communication Analysis
Analysing how different communication techniques are used in customer service
I am going to analyse how different communication types are used to meet the customer requirements in different catering establishments. Good listening skills are a key factor when delivering customer service because the customer needs to know that they are being listened to and so they feel appreciated. It is also important to have good communication when training the staff as they basically keep the establishment running and they have to be able to communicate well with other staff members to make sure everything runs smoothly.
There are some barriers to good communication including- attitude, physical disabilities (hearing problems etc), language differences, …show more content…
In most cases a telephone call is someone new that has probably never visited your establishment and would either want to reserve a table or ask about special dietary requirements , so the staff member should speak with enthusiasm and confidence to build trust with the customer. The telephone should be in the quieter part of the establishment as if the customer cannot hear the staff member they may just put the phone down and go somewhere else.
An example of telephone communication is when a staff member is taking a booking for reservation and at certain establishments they ask you to make a pre order, so the chefs can be prepared for that booking. If the customer did not know that the staff member has to be polite and explain the reason why they do it simply and clearly to the customer and not just refuse the booking and put the phone down, because that would put a bad reputation on the establishment.
Non-verbal …show more content…
When giving or receiving customer service it is only standard that you give your full attention so you are aware of the speakers non-verbal messages. Non -verbal communication can include- reports, letters, hand notes, emails and newsletters, but this can vary in other establishments. A reason to use non-verbal communication is that you then have a record of that communication taking place and the details of it and this is also a reason as to why the staff must have a clear and simple way of writing. Having these records allow the company to store it or file it for future references. With non-verbal communication it is not always the quickest form of communication as, if you sent an email it may not be read for a few days and therefore may become useless and time
I am going to analyse how different communication types are used to meet the customer requirements in different catering establishments. Good listening skills are a key factor when delivering customer service because the customer needs to know that they are being listened to and so they feel appreciated. It is also important to have good communication when training the staff as they basically keep the establishment running and they have to be able to communicate well with other staff members to make sure everything runs smoothly.
There are some barriers to good communication including- attitude, physical disabilities (hearing problems etc), language differences, …show more content…
In most cases a telephone call is someone new that has probably never visited your establishment and would either want to reserve a table or ask about special dietary requirements , so the staff member should speak with enthusiasm and confidence to build trust with the customer. The telephone should be in the quieter part of the establishment as if the customer cannot hear the staff member they may just put the phone down and go somewhere else.
An example of telephone communication is when a staff member is taking a booking for reservation and at certain establishments they ask you to make a pre order, so the chefs can be prepared for that booking. If the customer did not know that the staff member has to be polite and explain the reason why they do it simply and clearly to the customer and not just refuse the booking and put the phone down, because that would put a bad reputation on the establishment.
Non-verbal …show more content…
When giving or receiving customer service it is only standard that you give your full attention so you are aware of the speakers non-verbal messages. Non -verbal communication can include- reports, letters, hand notes, emails and newsletters, but this can vary in other establishments. A reason to use non-verbal communication is that you then have a record of that communication taking place and the details of it and this is also a reason as to why the staff must have a clear and simple way of writing. Having these records allow the company to store it or file it for future references. With non-verbal communication it is not always the quickest form of communication as, if you sent an email it may not be read for a few days and therefore may become useless and time