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Whattwo interpersonal skills should you practice at work on a daily basis?

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What are two techniques you can use to create a good impression when dealing with colleagues or customers?

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What social interactions should you try to avoid when dealing with colleagues and customers?

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What is Body Language?

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What effect does your 'Body Language' have on the way your colleagues or customers perceive you or your establishment?

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Problems in communication

During a normal working day we are constantly communicating with people on many levels. Unfortunately, due to many reasons, we may not be able to do this in the best possible way. After all, we're only human!

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Identify four influences or barriers that may lead to poor communication:

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In what four ways can these barriers be overcome?

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Personal presentation

The hospitality industry demands a high standard of personal presentation from staff. Identify four personal presentation standards you should demonstrate when working in the hospitality industry.

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What are those standards?

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How do you think your personal presentation standards affect the way customers and colleagues perceive you?

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Provide service

Within the hospitality industry there are a wide variety of customers, each with their own particular needs and expectations.

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Identify three factors which affect these needs and expectations?

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It is important to greet a customer when he/she enters your establishment.

Select one:

True

False

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It is not your concern if an overseas customer cannot be understood.

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True

False

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An internal and external customer require different service

Select one:

True

False

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Ageing customers do not like it if you automatically assist them with reading the menu.

Select one:

True

False

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Customers respond positively to hearing their own name.

Select one:

True

False

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The 3 minute check is not required for regular customers, it is required for new customers only.

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True

False

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Your uniform must be ironed and clean when you start your shift

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True

False

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Respond to conflicts and customer complaints

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What are the six steps for handling a customer complaint, outlined in the student resource?

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What information would you need to record regarding a customer complaint?

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Respond to conflicts and customer complaints

CASE STUDY

Imagine that you and a couple of friends are visiting a local tourist attraction. You decide to have coffee and soft drinks at the cafe bar in the venue. You ask for a particular type of Italian lemonade, which is displayed on the sign as being available.

The waiter brings you a bottle of drink, but you explain to him in a friendly manner, that this is not the right lemonade and you ask for the other one. He begins to unscrew the cap, and you repeat that this is not the item you wanted.

In a very terse voice, you are told by the waiter that this is the drink and that all lemonade is the same anyway. Once again you try to explain, pointing to the picture, showing him the bottle he is opening is not the same.

The waiter has completely opened the bottle and now says, "They are all the same, just drink it." At this point, the supervisor appears and asks what the problem is. You explain about the confusion, the supervisor sides with the waiter, but then instructs the waiter to fetch the other bottle out of the fridge.

The waiter returns and says, "Listen mate, you made me open that and now I have to pay for it, because you don't want it!" With that, you just pay for the open drink and tell the supervisor, you do not want to cause any more problems.

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What should the waiter have said and done, when the customer said that the drink was different?

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Why didn't the supervisor conduct himself correctly?

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How could both the waiter and supervisor have avoided this situation?

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Why did this problem not escalate into a major conflict?

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How do you think the customers' felt and what do you think their reaction would be after leaving the caf?

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What would you do if a customer were to claim their food is late?

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Name two ways you can get feedback from customers.

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Select the equipment based on the situation

A walk in customer ordering food

Select one:

a.Pen and paper

b.POS system

c.Telephone

d.Computer

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Select the equipment based on the situation

A customer calls to have a reservation

Select one:

a.Pen and paper

b.POS system

c.Telephone

d.Computer

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Select the equipment based on the situation

A bad review on social media

Select one:

a.Telephone

b.POS system

c.Pen and paper

d.Computer

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Select the equipment based on the situation

A waiter taking an order at a table of 10

Select one:

a.Pen and paper

b.POS system

c.Telephone

d.Computer

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Select the TECHNIQUE based on the situation

A walk in customer ordering food

Select one:

a.Face to face

b.Effective writing

c.Accurate note taking

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Select the TECHNIQUE based on the situation

A customer calls to have a reservation

Select one:

a.Face to face

b.Effective writing

c.Accurate note taking

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Select the TECHNIQUE based on the situation

A bad review on social media

Select one:

a.Face to face

b.Effective writing

c.Accurate note taking

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Select the two (2) TECHNIQUES based on the situation

A waiter taking an order at a table of 10

Select one or more:

a.Face to face

b.Effective writing

c.Accurate note taking

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