Customer Service for Hospitality - Ben Madigan - Session 2

• Hospitality
• Higher Education (non-degree)

Content

Session 2

Effective Communications

- Effective and ineffective communication skills

- Questioning and listening techniques

Session 1

Introduction to Customer Service

- What is service?

- Why is it important?

- Identifying customer needs.

Content

Session 3

Presenting a positive professional image

- First impressions

- Presenting a positive attitude and image

- Identifying and using appropriate body language

Content

Session 3

Presenting a positive professional image

- First impressions

- Presenting a positive attitude and image

- Identifying and using appropriate body language

Session 4

Handling customer complaints

- Why customers complain

- Resolving difficult customer situations

- Handling complaints positively 

Effective Communications

- Effective and ineffective communication skills

- Questioning and listening techniques

Effective Communications

• Increases quality of service
  
• Saves time
  
• Improves customer care
  
• Avoids misunderstandings
  
• Builds good relationships
  
• Creates a positive atmosphere 
• Encourages open discussion
  
• Allows for achievement of goals
   

Ineffective Communications

• Hampers relationships
• Wastes time
• Affects customers and colleagues
• Destroys morale
• Creates a negative atmosphere
• Builds a negative reputation
• Hampers achievement of goals 

How do you communicate effectively in your job?

Listening

• Look at people
• Nod
• Turn off negative thoughts
• Ask questions

• Lean towards people
• Do not interrupt
• Stick to the subject 

Question Technique

Open Questions
Who? – What? – Why? – Where? – How? – When?

Closed Questions

Do you? - Are you? - Is it? - Have you?

Reflecting Questions

To summarise, check back and clarify

Non-Verbal Techniques

• Lets the customer know you are interested
  
• Allows you to listen to customers’ feelings as well as their words
• The moment a customer walks up to you, regardless of what you are doing, make immediate eye contact

Q4

Facial Expressions

• Facial expressions often show how you feel:
  
• Smile if you are happy!
• Frown if you are not!

Combined Use Of Verbal and Non-verbal Communications

7%

actual words

38%

voice, tone, pitch, pace and quality

55%

body language

What percentage of communication is body language?

1. 7%
2. 55%
3. 38%

Which technique involves asking open-ended questions?

1. Do you?
2. Is it?
3. Who? What? Why?

What does effective communication improve?

1. Quality of service
2. Destroys morale
3. Wastes time
4. Customer care

Break

Presenting a positive professional image

- First impressions

- Presenting a positive attitude and image

- Identifying and using appropriate body language

First Impressions

You never get a

second chance

to make a

first impression

Attitudes – Who are you?

Someone who makes things happen?

Someone who watches things happen?

Someone who wonders what happened?

Negative Thinking

I’m trying to do my paperwork lets hope he is dealt with soon

Negative Thinking

I’m trying to do my paperwork lets hope he is dealt with soon

Oh no – it’s Mr Jones again

Negative Thinking

I’m trying to do my paperwork lets hope he is dealt with soon

Oh no – it’s Mr Jones again

If I keep looking at the screen someone else can deal with him

Negative Thinking

I’m trying to do my paperwork lets hope he is dealt with soon

Oh no – it’s Mr Jones again

If I keep looking at the screen someone else can deal with him

He can be so difficult and demanding

Positive Thinking

Wouldn’t it be great if everyone was like her

Positive Thinking

Wouldn’t it be great if everyone was like her

She’s always got a smile for everyone

Positive Thinking

Wouldn’t it be great if everyone was like her

She’s always got a smile for everyone

It’s a pleasure to deal with her

Positive Thinking

Wouldn’t it be great if everyone was like her

She’s always got a smile for everyone

It’s a pleasure to deal with her

Oh - it’s Mrs Evans - haven’t seen her for a while

Attitude and Behaviour

• Professional
•  Show understanding
  
• Be patient

Professional Image/First Impressions 

• Neat & tidy personal presentation
• Acknowledge
• Smile
• Helpful & willing
• Friendly - welcoming - well mannered
• Use names
• Listen
• Ask questions
• Reassure them

Q5

Take Responsibility for Helping the Customer and promoting excellent communication skills

• Be enthusiastic
  
• Be confident
  
• Be welcoming
  
• Be helpful & willing
  
• Be polite
  
• Show you care
  
• Comply with hygiene, health and safety guidelines

Q5

Projecting a Positive Image

Appearance:

• Personal grooming and uniform standards
  
• Your work area

Eye contact:

• Look at people
  
• Shows you are interested

Projecting a Positive Image

Facial expressions:

• Look positive
  
• Look natural

Posture and gestures:

• What impression are they creating?

Personal space:

How comfortable are you?

Negative Messages

You:

• Do not like your work
  
• Are stressed
  
• Are not friendly
  
• Do not show respect for other people
  
• Do not want to help - when you do help, you do so reluctantly

Special requirements a customer may have:

• None English Speaker
• Confused/Elderly
• Hearing Impaired
• Mobility Impaired
• Blind/Visually Impaired

How would you communicate with each of these types of customers? Discuss 

Q7 & Q8

Handling customer complaints

Why customers complain

- Resolving difficult customer situations

- Handling complaints positively 

Handling Complaints

What are they?

An opportunity to:

• Make things right
• Turn dissatisfied customers into delighted customers
• Show you care
• Turn complainers into ambassadors

Calming Customers

Listening
Actively show you are listening

Empathy
Show that you do care and are concerned

Agreeing on Common Ground
Find something to agree with

Why would customers complain?

• Slow service
  
• Negative staff attitude
  
• Poor quality of product/service
  
• Overcharging/price not as expected
  
• Poor cleanliness of facilities
  
• Lack of availability of product or service

Q11a

Recognising Verbal and Non-Verbal Complaints

Not all complaints are spoken—some are non-verbal.
Verbal Complaints:

• Directly mentioning an issue.
• Asking for a manager.

Non-Verbal Signs of Discomfort:

• Customers looking around impatiently.
• Pushing food or drinks away.
• Whispering or appearing frustrated.

Reading Customer Body Language

Happy Customers:

• Open body language, relaxed shoulders.
• Smiling and engaging with staff.

Unhappy Customers:

• Folded arms or tense posture.
• Short responses, avoiding eye contact.
• Fidgeting or checking their watch/phone frequently.

Handling Complaints

• Listen - acknowledge - 
• “I understand, and I’m really sorry about that.

• Apologise - for inconvenience

• Solve – prompt attention, investigate, resolve
• “Let me fix this right away for you.”

•  Thank
• Check back to ensure the issue is fully resolved.

•  Make the most of your LAST chance!

11b

Spot & Solve Activity

Objective: Learn to identify early signs of customer service issues and develop proactive solutions.

Activity Structure:

- Small group discussions on real-world scenarios.

- Identify the issue, warning signs, and solutions.

- Share findings with the group.

Spot & Solve Activity

Step 1: Form Small Groups (3-5 people per group, sort by work area e.g. Restaurant, Bar, Reception, Room Service, Housekeeping etc)

Step 2: Assign a Scenario

Step 3: Discuss & Solve:

- What is the issue?

- What are the warning signs? (Verbal & Non-Verbal)

- How can you prevent or resolve it?

Step 4: Present Back to the Group

Food & Beverage Scenarios:

Reception Scenarios:

Housekeeping Scenarios:

Reasons organisations need to know about complaints

• In order to rectify the matter
• To improve product and service quality
• To try and avoid losing the customer
• To see where staff are not performing as expected
• To make improvements to the service or product

Q11b

Handling complaints:

Did you know………?

• 96% of dissatisfied customers do not go back and complain
  
• But they do tell 7 other people how bad you are
  
• 13% will tell at least 20 others
  
• 90% will never return
  
• What would the consequences of a customer putting this on social media be!
  
• It probably costs 5 times as much to attract a new customer as it does to keep an existing one.

What are your key takeaways from this course?

What small change will you make in your customer service behaviour?

Questions?

Further Opportunities:

If you are interested in further courses with Belfast MET speak to Michael or Ryan.

We offer fully funded Hospitality Apprenticeships:

- Level 2 - Range of courses

- Level 3 Supervision and Leadership

- Level 3 ILM Leadership and Management