Podcast
Questions and Answers
Which of the following pieces of information is NOT typically required in an incident report?
Which of the following pieces of information is NOT typically required in an incident report?
What is the first step to effectively handle a complaint?
What is the first step to effectively handle a complaint?
When encountering a difficult customer who is non-stop talking, the best way to respond is to:
When encountering a difficult customer who is non-stop talking, the best way to respond is to:
Which behavior should be avoided to effectively manage customer complaints?
Which behavior should be avoided to effectively manage customer complaints?
Signup and view all the answers
How should communication be framed when resolving customer complaints?
How should communication be framed when resolving customer complaints?
Signup and view all the answers
What is a common reason for a customer to behave in a difficult manner?
What is a common reason for a customer to behave in a difficult manner?
Signup and view all the answers
Which response demonstrates empathy towards a dissatisfied customer?
Which response demonstrates empathy towards a dissatisfied customer?
Signup and view all the answers
What should you do if a proposed solution to a complaint is accepted by the customer?
What should you do if a proposed solution to a complaint is accepted by the customer?
Signup and view all the answers
What is the best way to assist customers who are using wheelchairs?
What is the best way to assist customers who are using wheelchairs?
Signup and view all the answers
How should service staff treat customers who are blind or partially sighted?
How should service staff treat customers who are blind or partially sighted?
Signup and view all the answers
What should be done immediately after an incident occurs in a service environment?
What should be done immediately after an incident occurs in a service environment?
Signup and view all the answers
When communicating with customers who have hearing difficulties, what is the most effective approach?
When communicating with customers who have hearing difficulties, what is the most effective approach?
Signup and view all the answers
What is one method to ensure safety and accessibility for customers with additional needs?
What is one method to ensure safety and accessibility for customers with additional needs?
Signup and view all the answers
What should service staff do when a customer returns food due to dissatisfaction?
What should service staff do when a customer returns food due to dissatisfaction?
Signup and view all the answers
What is an important consideration when seating customers with communication difficulties?
What is an important consideration when seating customers with communication difficulties?
Signup and view all the answers
In the context of child safety, what is a crucial action to take?
In the context of child safety, what is a crucial action to take?
Signup and view all the answers
Which interpersonal skill involves interpreting both verbal and non-verbal messages?
Which interpersonal skill involves interpreting both verbal and non-verbal messages?
Signup and view all the answers
How should a customer be addressed if their name is not known?
How should a customer be addressed if their name is not known?
Signup and view all the answers
Which of the following is NOT an example of good interpersonal skills during service?
Which of the following is NOT an example of good interpersonal skills during service?
Signup and view all the answers
What is the primary goal of negotiation in interpersonal communication?
What is the primary goal of negotiation in interpersonal communication?
Signup and view all the answers
When serving customers, what should be avoided to maintain professional interaction?
When serving customers, what should be avoided to maintain professional interaction?
Signup and view all the answers
What should a person do when handling complaints from customers?
What should a person do when handling complaints from customers?
Signup and view all the answers
Which aspect of non-verbal communication includes facial expressions and body language?
Which aspect of non-verbal communication includes facial expressions and body language?
Signup and view all the answers
Which interpersonal skill is crucial for serving and clearing tables effectively?
Which interpersonal skill is crucial for serving and clearing tables effectively?
Signup and view all the answers
Study Notes
Eleanor Roosevelt Quote
- Great minds discuss ideas.
- Average minds discuss events.
- Small minds discuss people.
- ~Eleanor Roosevelt
Interpersonal Skills
- Interpersonal skills are daily communication and interaction with others.
Learning Objectives
- Define interpersonal skills.
- Understand communication types.
- Discuss customer handling methods.
- Describe incident recording.
Interpersonal Communication
- Seven main areas of interpersonal communication.
Verbal Communication
- What is said and how it is said.
Non-verbal Communication
- Communication without words (facial expressions, body language, hand gestures)
Listening Skills
- Interpreting both verbal and nonverbal messages.
Negotiation
- Finding mutually agreeable outcomes with others.
Problem Solving
- Identifying, defining, and solving problems with others.
Decision Making
- Exploring and analyzing options to make sound decisions.
Assertiveness
- Communicating values, ideas, beliefs, opinions, needs, and wants freely.
Good Interpersonal Skills (Addressing Customers)
- Use "Sir" or "Madam" if the name isn't known.
- Refer to guests as "Mr./Ms." if the name is known.
- Use the guest's preferred name if they request.
- Use polite greetings (e.g., "Good morning").
Dealing with Customers
- Do not speak to a coworker without excusing yourself from the customer.
- Do not serve customers while having a conversation with a colleague.
- Do not talk across the room to another employee or customer.
Dealing with Customers During Service
- Guide customers to their tables.
- Provide menus and wine lists.
- Prepare napkins.
- Offer water and bread/butter..
- Explain food and drinks.
- Serve and clear tables.
- Offer accompaniments.
Dealing with Children
- Offer high chairs when needed.
- Avoid serving alcohol to minors.
- Offer small portions.
- Provide children's tools (crayons, etc.).
- Observe children closely for safety.
- Use appropriate titles ("Sir," "Madam").
Customer Mobility
- Tables should have ample space for maneuverability.
- Tables should be easily accessible to cloakrooms, exits, and fire exits.
- Ensure menus and wine lists are accessible to wheelchair users.
- Do not move wheelchair users without asking.
- Crutches and walking sticks should be accessible and safely placed.
- Assist customers with dexterity difficulties by first asking how they'd prefer assistance.
Blind and Partially Sighted Customers
- Treat customers like other customers.
- Do not speak to companions as if the blind customer was not present.
- Offer to read menus and drink lists
- Remember blind people "see" by touch and awareness of surroundings.
- Ask if you should describe food locations on the customer's plate.
Customers with Communication Difficulties
- Speak directly to the customer and stand in a position where they can see your face clearly
- Speak normally, but more distinctly.
- Seat customers away from excessive noise.
- Listen attentively to understand the customer's requirements.
Dealing with Incidents
- Deal with incidents immediately to prevent confusion or misinterpretations.
Types of Incidents
- Spillages.
- Returned food.
- Lost property.
- Illness(es).
- Excessive alcohol consumption.
- Unsatisfactory appearance.
- Lost child.
Recording Incidents
- Report all incidents immediately, regardless of severity.
- Records should include: Place, Date, Time, Nature of incident.
- Individual, signed reports should be prepared by those concerned.
- Include the name, address, and phone number of staff and customers.
Lost Children
- Obtain the following information:
- Sex (male/female)
- Name
- Age
- Last seen location
- Clothing worn
- Physical characteristics
- Hair color
- Accessories (e.g., doll)
What is a Complaint?
- An expression of dissatisfaction with products or services.
Handling Complaints
- Listen.
- Repeat.
- Apologize.
- Acknowledge.
- Explain action.
- Thank.
- Follow up.
Do's & Don'ts of Handling Complaints
- Address customers by name.
- First-person communication.
- "I am sorry" instead of "we".
- Avoid excuses or blaming others.
- Give customer full attention and make eye contact
- Paraphrase the complaint to confirm understanding.
Don't's & More Do's of Handling Complaints
- Avoid being defensive.
- Stay composed.
- Do not take criticism personally.
- Apologize even if not your fault.
- Demonstrate empathy.
- State what you can do, not what you can't do.
- Resolve the situation to satisfy the customer.
Turning Dissatisfaction to Satisfaction
- Figure out what's needed to turn dissatisfaction into satisfaction.
- Act promptly; follow up if the customer agrees.
Types of Difficult Customers
- Angry.
- Demanding.
- Critical.
- Non-stop talker.
- Indecisive.
- Sarcastic.
- Argumentative.
Why Difficult Customers Are Difficult
- Customers express needs inappropriately.
- Customers have reasons for their behavior not necessarily related to you.
Reasons for Difficulty
- Tired or frustrated
- Confused or overwhelmed.
- Defending their ego.
- Feeling ignored.
- Under the influence of alcohol or drugs
- In a bad mood.
- In a hurry.
Studying That Suits You
Use AI to generate personalized quizzes and flashcards to suit your learning preferences.
Related Documents
Description
This quiz focuses on interpersonal skills essential for effective communication and interaction in daily life. You'll explore various aspects such as verbal and non-verbal communication, listening skills, negotiation, and problem-solving strategies. Test your understanding and enhance your communication abilities.
