Communication and Customer Service Skills
Domain 8 tests clear communication, active listening, telephone etiquette and service recovery. The exam rewards specific, respectful responses rather than vague promises.
Core rules and concepts
- Communication includes sender, message, channel, receiver, feedback and noise. Verbal and non-verbal cues must match.
- Active listening means paying attention, paraphrasing, asking clarifying questions and confirming understanding.
- The 7Cs are clear, concise, concrete, correct, coherent, complete and courteous.
- Service recovery steps: listen without interrupting, empathise, apologise sincerely, resolve or escalate, and follow up. Own the problem rather than blaming another department.
- Telephone etiquette: answer promptly, greet with name and department, speak clearly, take notes and confirm action.
Worked example
A guest complains that the room was not cleaned. Reasoning: first listen and let the guest finish; say sorry for the inconvenience without arguing; check the room status and housekeeping schedule; offer immediate cleaning or a room change; inform the supervisor; follow up after 30 minutes. Do not say the housekeeper is lazy or promise a free night unless authorised. The response should fix the service and preserve the guest's dignity.
Traps that cost marks
- Interrupting or arguing with an angry guest.
- Giving false reassurance instead of checking facts.
- Using jargon the guest does not understand.
- Blaming another department.
- Forgetting to record and follow up on the complaint.