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Explain the role of non-verbal communication
Explain the role of non-verbal communication
Explain the role of non-verbal communication
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Customer Relations and Interpersonal Skills
In the food and Hospitality industry, Working with Colleagues and Customers is an important part of the job. Customer relations and interpersonal skills are the two most important skills that a person working in that industry will need to know about.
Customer relations techniques include a number of skills, such as effective verbal and non-verbal communication, ability to ask relative questions, to be attentive, knowledge of different people and cultures, knowledge of where services and products are available from, problem-solving and decision making skills. Customer relations involve understanding the local and international visitors' needs, providing appropriate service, and handling complaints and feedback.
Understanding the local and international visitors' needs involves catering for people from different cultures, backgrounds and upbringing's. For example, they might be from Japan where they are formal and punctual, or they might be from a Muslim upbringing where they fast between sunrise and sunset for the month of Ramadan. Through effective observing, listening and questioning, staff are able to accurately identify the customers needs and expectations. Staff should then ensure that these needs are met and exceed so the customer has an enjoyable time.
Providing appropriate service to the customer is needed because the customer might be allergic to some foods such as MSG, wheat, food colourings or dairy products. Good service personal have these attributes effective verbal and non-verbal communication, sensitivity to special needs and anticipation of unexpressed needs, offering courteous service, advice and information, promoting establishment and its products, and promoting the local area and its attractions,
Complaints are a good form of feedback. They're a few steps to follow in handling difficult situations. The first is to Focus and listen to the customer. The next is to be courteous and discreet, if possible take the customer away from others. Then suggest way(s) to fix the problem, if nothing can be done thank the customer for bring the problem to your attention. If you can't fix the problem go to somebody who can but stay there to make sure the problem is resolved. Then find the solution and implement it, then check the customer is happy and re-thank them for bring the problem to your attention. Last off all record the situation in your establishments logbooks.
Interpersonal Skills involve immaculate personal presentation, outstanding communication skills, initiative in social interactions and good teamwork skills. These skills can be honed through team and individual sports, public speaking, acting and debating.
Alternatively, in the lamb to the slaughter Mary turned out to be more devious and deceptive. She had known a little about criminal activity as she was a police officer’s wife, she had planned and plotted everything from creating an alibi to how she was going to act after the crime. Considering Mary’s unintentional act, I think she did not deserve to be punished for her actions
The assassination of President Abraham Lincoln shocked the country. During that time she became the most hated women in the country. It was all plan at Mary Surratt’s Boarding house. The boarding house was a traven, polling place, and a post office. Mary Surratt boarding house was where John Booth came to know the Surratt family. He invited John Wilkes Booth to the boarding house. That lead to many meetings held there. The event of kidnapping the President never took place. Booth had convicted John about the plot to kidnap the president was a good idea. Investigators came to her house within six hours of the assassination. Two days later Mary was arrested at her boarding house
Mary Surratt lied to the authorities. She lied about knowing Lewis Paine, according to A Burned Letter. This shows that Mrs. Surratt lied to keep Paine out of trouble, but they both got arrested anyways. Also according to A Burned Letter, during the first police visit, Mary Surratt didn’t seem to care about Abraham Lincoln’s assassination. The second visit was drastically different. She seemed utterly shocked with the news of president Lincoln’s assassination. This indicates that Mrs. Surratt knew about the plot and blatantly lied to the authorities.
As you can see from the points above it is vital to give good customer
You would need to have excellent communication skills in order to please the managers but also the customers that fundamentally funds the whole business. By doing so, when a customer walked in, perhaps a greeting or introducing was acceptable, like a “hey, how you doin’?” or “Adan here, what can I get you”. While receiving an order on the phone, you needed some form of concentration to focus on what is being said on the phone in an environment that is loud. Even though some customers aren’t nice and think it’s appropriate to take their anger out on a fast food worker, you are to be the bigger person and tolerate their behavior. That being said, your nice behavior could change their mood, and have them satisfied to come again. Another skill that would tie in with communications is if you know multiple languages, for the reason that you wouldn’t have a problem with customers behind them waiting in line. You could attend them in an efficient
Mary Surratt knew about the plan to kidnap President Lincoln. According to the story it tells us that John Wilkes Booth (the one who shot Lincoln) visits her shortly after learning that the President would attend Ford’s Theater in April. It was also at this meeting that he asked Mary to deliver a package to John Lloyd. It seems a little suspicious to know
The skills that I am referring to are Oral and Written Communication, Interpersonal, and Teamwork skill. These sets of skills have been identified US dept of Labor and other universities and learning Centers as the essential skills every person needs.
McDonald’s trains their employees to be able to handle complaints efficiently. Research has shown that only 5% of people who have a complaint bring it to the attention of the customer service department. 45% of complaints are made on the spot to the employee they are dealing with. 50% of customers who encounter a problem in McDonald’s never make any sort of complaint.
The customer services styles are quite important when it comes to the direct dealing with customers. Besides the products or services that are being offered to the customers by the organization you are working for, the way in which the sales persons represent those products and services to the customers play a major role in the satisfaction of the customers. The customers often seek polite, genuine and helpful response from the customer service representatives and for that purpose the customer service representatives adapt different customer service styles depending on the priorities of the customers.
Providing great customer service and having the ability to retain customers require consistency in delivering the anticipated services. Customer service encompasses having the ability to provide a service or product to customers by means in which it was promised. However, there are times when unforeseen circumstances may occur, resulting in customer service breakdowns. Understanding the effectiveness of customer service relations provides the assurance needed to handle complicated service related issues. A well qualified customer service representative has the acquired skill to effectively defuse a potentially damaging service related matter. Service recovery influences customer retention and improves customer satisfaction.
a) Good customer service is a critical component of a quality product. Collier (2011) states that service needs to be consistent, continuous, thoughtful and available. These are crucial in meeting and exceeding customer expectations. Collier also continues on to state that staff providing customer service must have appropriate skills, knowledge and personal attributes to execute a high standard of service. These skills have been identified by Collier as listening skills, punctuality, courtesy, integrity and grooming. The skills and qualities identified are reflected by the five key components of customer service tangibles, reliability, responsiveness, assurance and empathy. The five components have been provided by the SERVQUAL service measuring
Restaurants provide homogeneous products, though service delivery may differ from one place to another depending on the caliber of regular customers registered over a period of time as well as the target market. This means in most cases, service delivery will remain the main factor behind success of any enterprise in the hospitality industry.
However, not only the high quality standards of food affects the business, the staff who are presently providing the service are entitled to establishes him or her self with their tone (the sound of the voice), manner (the level of maturity), language and body language well enough to satisfy the customer and to make them appreciated of feeling more welcomed and values them as a proper customer. E.g. if a customer was about to speak the staff operating the till would say hello, may I take your order please,' and when their products are given Thank you and please come again.'
In a business based upon service and hospitality, reputation and indeed, livelihoods are dependent upon the customers good will.
When entering a restaurant, I usually expect to leave full, satisfied, and wanting to come back again. I believe that many people expect the same thing. The way people react to service can be very different from person to person. Depending on the way the customers are feeling, or the way that the server is feeling can be a big factor for the way service comes across. Service is an important part of everyone’s lives because majority of the jobs that people preform are service related. Poor service is an unfortunate part of life that everyone comes across. The way that I react to the poor service I receive is important and can change in the blink of an eye. Whether I react in an outspoken way, by getting loud and voicing my opinion. Or if I react in a quiet or apologetic way, it can affect my server, and the people around me, and myself.