Delivering Excellent Customer Service: The Art of Personal Presentation and Effective Communication

Delivering Excellent Customer Service: The Art of Personal Presentation and Effective Communication

Learning Objective

At the end of the lesson, you will be able to understand the importance of personal presentation, effective communication, and providing excellent customer service.

Introduce the learning objective and set the expectations for the lesson.

What do you already know about personal presentation and effective communication in customer service?

Slide 1: Personal Presentation

Maintaining a professional appearance through proper grooming, attire, and body language.

Discuss the significance of personal presentation in creating a positive impression on guests.

Slide 2: Communicating with Guests

Using clear and friendly language, active listening, and non-verbal cues to engage with guests.

Explain the importance of effective communication in building rapport with guests.

Slide 3: Listening to Complaints

Attentively listening to guest complaints, expressing empathy, and finding appropriate solutions.

Discuss the role of active listening and problem-solving in addressing guest complaints.

Slide 4: Answering the Telephone

Answering calls promptly, using a friendly tone, identifying oneself, and providing accurate information.

Explain the key aspects of answering telephone calls professionally and efficiently.

Slide 5: Dealing with Bills

Presenting bills accurately, explaining charges, and addressing any concerns or questions.

Discuss the importance of transparency and clarity when handling bills and payments.

Slide 6: Taking Payments

Accepting various forms of payment securely, providing receipts, and expressing gratitude.

Explain the process of accepting payments and the importance of ensuring secure transactions.

Slide 7: Answering Guest Questions

Responding promptly and knowledgeably to guest inquiries, offering assistance, and seeking additional help if needed.

Discuss the significance of providing accurate and helpful information to guests.

Slide 8: All with a Smile!

Maintaining a positive and welcoming attitude throughout interactions with guests.

Emphasize the importance of a friendly and positive demeanor in creating a memorable guest experience.

Slide 9: Interactive Scenario

Role-playing activity: Students take turns practicing handling a guest complaint while applying the techniques learned.

Engage students in a role-playing activity to reinforce their understanding of handling guest complaints.

Slide 10: Interactive Discussion

Group discussion: Students share personal experiences of excellent or poor customer service and identify key lessons learned.

Facilitate a group discussion to encourage students to reflect on their own experiences and learn from them.

Slide 11: Quiz

Multiple-choice quiz to assess understanding of the importance of personal presentation, effective communication, and customer service skills.

Conduct a quiz to evaluate students' comprehension of the lesson's key concepts.

Slide 12: Recap and Conclusion

Summarize the key points covered in the lesson and emphasize the significance of providing excellent customer service in the hospitality industry.

Recap the main takeaways of the lesson and conclude with a motivating message about the impact of excellent customer service.

Write down 3 things you learned in this lesson.

Have students enter three things they learned in this lesson. With this they can indicate their own learning efficiency of this lesson.

Write down 2 things you want to know more about.

Here, students enter two things they would like to know more about. This not only increases involvement, but also gives them more ownership.

Ask 1 question about something you haven't quite understood yet.

The students indicate here (in question form) with which part of the material they still have difficulty. For the teacher, this not only provides insight into the extent to which the students understand/master the material, but also a good starting point for the next lesson.