UNIT 5 P2

TABLE OF CONTENTS

COMMUNICATION CUSTOMER SERVICE

01 METHODS 03 SKILLS AND
TECHNIQUES

COMMUNICATION
02 SKILLS AND
TECHNIQUES
04 SELLING SKILLS AND
TECHNIQUES
01.
COMMUNICATION METHODS
Effective communication is critical in customer service. This
section examines several sorts of communication as well as the
skills and practices that can assist you in communicating
successfully.
 FORMAL AND INFORMAL
Messages that circulate within an organization's regulated,
predetermined channels establish official communication.
The substance of the message is connected to the
organization's activity, work, and anything else relevant to
them. Formal communication can comprise spoken
communications, nonverbal messaging, written messages
in the form of letters, phone messages, radio messages,
printed notes, and internal notes.
 FORMAL AND INFORMAL
Informal communication occurs as a result of the specific
needs of members of an organization and is found in all
organizations. Such communication is widely spoken, but
it can also be communicated at first glance, in a symbol,
or in silence. Informal communication is multifaceted
and diverse because it is implicit, voluntary, and
voluntary. It usually works in small groups of
individuals. For example, if a person has fascinating
knowledge, they share it with their informal group.
 WRITTEN
Staff and customers can communicate via business cards,
brochures, and letters, as well as amongst employees via
emails and notes. Employees must be able to write in a
formal and neat way, with no spelling mistakes. More
importantly, the wording must be exact and clear. If the
information is given in an imprecise or wrong manner, the
recipient may get incorrect information, which may result
in problems.
02. COMMUNICATION SKILLS AND
TECHNIQUES
 VERBAL
In a travel and tourism profession where the staff is constantly
surrounded by people, excellent face-to-face communication is
critical since it counts as a client's first impression, which will aid in
the development of a connection between the staff and the consumer.
This can be at a hotel reception where the staff must have a better
vocabulary and speak politely, interpret information through hand
gestures, maintain eye contact, and use good body language such as
standing/sitting up straight and looking interested in what they are
doing or sharing information so that the customer does not perceive
the staff to be completely disinterested.
 NON-VERBAL
Even if the staff speaks in the most nice and friendly
manner, if they do not face the customer or keep eye
contact, the consumer will be disappointed with the
customer service. Employees must maintain an open
posture, which involves standing up straight, keeping their
back straight, facing the customer, and being confident.
Closed body language would be the opposite, such as
turning their back on the consumer and simply sitting with
their feet up, but that is not what we are aiming for.
 WRITTEN REPORTS AND
FORM
Tables, graphics, photos, voice, or technical jargon are
utilized in reports to persuade a certain audience to act or
to educate the reader on the subject at hand. Headers to
emphasize topics and aid the reader in rapidly accessing
key content are common aspects of written reports, as are
visual elements like as charts, tables, and figures, which
are useful for breaking up large quantities of text and
making difficult subjects more accessible.
03. CUSTOMER SERVICE SKILLS AND
TECHNIQUES
 UP-TO-DATE AND ACCURATE
INFORMATION
It is vital to be exact. If you must record or say something
that is supposed to be real, be sure it is correct. Grammar
and punctuation may easily skew the intended meaning.
Email is convenient and quick; nevertheless, emails are
not secret and may be misinterpreted, resulting in the
reader understanding a harsher, less polite message than
the author intended.
 BEING ON TIME AND
AVAILABLE
Every customer expects prompt service in any business,
whether they are ordering food at a restaurant, obtaining
support and assistance in a hotel, or flying to a desired
location. As Benjamin Franklin famously observed, "time
is money," thus it is vital to give fast service to all clients
since no one wants to be kept waiting.

Customers anticipate that phone calls will be returned

within three rings and e-mails will be responded to within
24 hours.
 BEING WELCOMING AND
APPROACHABLE
During the first few seconds of interaction, customers
establish their initial impression of you. These are
powerful moments of truth!' 'Hello,' 'Good morning,' and
'Can I serve you?' are common greets, but look for ways to
personalize the welcome. Use the customer's name as soon
as you know it (which may be on their ticket, baggage
label, or payment card).
 RECOGNISING AND
RESPONDING NEEDS
Sitting down at their level and chatting to them about
something that interests them, such as the name of their
teddy, is an excellent strategy with young children. This
has a halo effect: while you and the child have formed an
exclusive zone for communication, those outside your
zone will note how you are connecting to the child and
will recognize your loving attitude.
04.
SELLING SKILLS AND TECHNIQUES
Selling entails more than simply persuading a customer to purchase
and pay for a product, such as an all-inclusive vacation, a guided
tour, or a train ticket. It is a vital facet of customer service and a
component of marketing your organization that will encourage the
consumer to purchase from you.
 ESTABLISHING A RAPPORT

Make a good first impression. Be real and nice. Make the

experience your own by making it your own. Take careful
attention of your communication style, particularly your
body language. Don't allow yourself be sidetracked.
 IDENTIFYING NEEDS
You may learn what a consumer wants by asking pertinent inquiries.

Begin with open questions (questions that begin with what, why, and
how). These will provide you a great deal of information, such as 'What
talents does your daughter have?'

Continue to pose challenging questions. These can help you narrow down
the problem and get more information, such as 'If she likes to travel,
where does she want to go?'

Then move on to closed-ended questions. These will provide you precise

information or confirm something, such as 'Has she traveled to Europe?'
MATCHING PRODUCTS AND
SERVICES
By this point, you should have a clear grasp of your
customers' demands and preferences. Make ensuring that
you are knowledgeable about your products/services.
Select one or more that are suitable for your consumer.
Choose two or three areas that you feel the consumer will
be particularly interested in. 
 OTHER TECHNIQUES

Don't correct the customer; instead, find

something positive to say that addresses
the problem.
 OTHER TECHNIQUES
Look for indications that the client is ready to buy, such as
'That seems like the vacation I'm looking for' or 'Do you
require a deposit?' When this occurs, re-emphasize the
advantages to re-establish the client's trust in the purchase
and question as to how the customer intends to pay.
 OTHER TECHNIQUES
Inquire with the buyer if there is anything else he or she wants to
purchase. Remind the customer of the balance due date, as well as any
guarantees, etc. Even if the transaction is only a ticket, it should be
presented in a professional manner. Show it out with gusto!

After the client has tried the product, follow up to verify whether
everything went as planned and to encourage the consumer to consider the
next purchase.