Customer Service in the Hospitality Industry

State why good customer service is important.

1.1: Why good customer service is important, for example:

• customer satisfaction
• repeat business
• positive reputation
• increased profits
• customer loyalty
• fewer complaints
• staff motivation

Communicate positively in routine situations (to include verbal and non-verbal).

2.1: Communicate positively, for example:

• verbal communication:

1. use polite and friendly language
2. speak clearly and at an appropriate volume
3. use positive phrases
4. answer customer questions accurately and confidently

• non-verbal communication:

1. smile to show friendliness and approachability
2. maintain good eye contact to show attentiveness
3. use open body language to appear welcoming
4. nod to show understanding and agreement during conversations

• general tips:

1. listen carefully to the customer’s needs
2. respond promptly and politely to requests or concerns
3. be patient and respectful, even in challenging situations

Give examples of good personal presentation.

3.1: Good personal presentation, for example:

• personal hygiene
• clean uniform
• professional appearance

Present self appropriately to serve customers.

AC3.2: Present self appropriately, for example:

• professional conduct:

1. smile and maintain friendly body language
2. stand or sit upright to appear alert and approachable

• dress code:

1. wear the correct uniform as required by the job

• confidence and positivity:

1. greet customers warmly and politely
2. use a confident tone of voice when speaking