Module 2

Mehr dazu

Human Emotion

von Samuel Anderson-McCoy

Problem Solving

von Thomas Teepe

What is literacy?

von Emma Vaisman

Verbal communication

von Stephen Weaver

Module 2

Customer satisfaction

Active listening

Sense of judgment

Problems

Tact & diplomacy

Sources of dissatisfaction

Customer complaints

Difficult situations

Diplomatic attitude

Provide info

Various topics

Topics to avoid

General knowledge

Interpretation of needs

Non-verval

Handshake

personal space

Amenities

Relevence of info

Level of language

Conclude conversations

Customer Oriented Approach

Attitudes & behaviours

Rules of courtesy

Choice of approach

Dealing with clients

Greet customers

Attention

Menu items info

Menu presentation

Consideration

Seating

Professional greeting

Precedence & courtesy

Cloakroom service

Handicapped

Take reservations

Telephone communication

Rules

Relevent info

Clear info

Establish contact

Etiquette-manners

Quality contact

Different approaches

Verbal-non verbal

Types of clients