Principles of customer service in the hospitality sector

Cultural factors

• employment, poverty and economic systems

• Terrain, natural resources, and location

• structures, policies, and power dynamics

• Language, Religion and beliefs and Nationality

How to Anticipate customer’s needs and expectations

• Follow the trends.

• Listen to customer

• Ignore your customer's needs

• Don't sell new products

Techniques can be used to gain your customer trust are : Being approachable , Active Listening and showing interest

• True

• False

Facial expressions is one of Verbal signals

• True

• False

Effective communication with customers will Increases customer loyalty and Reduces misunderstandings

• True

• False

To give accurate spoken and written information to customers

• Use clear and concise language.

• Listen actively and clarify any questions.

• Double-check facts and details.

• Hiding information from customers

Follow up with the customer is NOT important

• True

• False

One of the purpose of a complaints handling procedure is

• Issue Resolution

• Stagnation

• Lack of Support

• Customer Dissatisfaction