Communication Skills and Customer Service
Communication is the service interface. The exam tests clear speaking and writing, active listening, non-verbal signals and structured service recovery.
Standards and tools
- 7Cs: clear, concise, concrete, correct, coherent, complete, courteous.
- Active listening: paraphrase, ask open questions, confirm understanding, avoid interrupting.
- Non-verbal: eye contact, posture, tone and personal space vary by culture; match the guest's formality.
- Telephone: answer within three rings, greet the organisation, ask permission before placing on hold, repeat numbers and dates.
- Email: specific subject, short paragraphs, clear action and deadline, professional closing.
- Complaint handling: listen without defensiveness, acknowledge the feeling, apologise for the experience, act within your authority, follow up. Use the guest's name and state what happens next.
Worked example
A guest arrives at 14:00 and the room is not ready. The agent says: 'I am sorry your room is not ready. I can store your bags, offer you a seat in the lounge and a complimentary beverage, and I will have the room ready by 14:30. May I take your mobile number and call you the moment it is ready?' Reasoning: the response acknowledges the problem, apologises without blaming housekeeping, offers a concrete interim solution, gives a time and follows up. 'The room is not ready' alone is information, not service recovery.
Traps
Arguing with the guest; over-promising a time you cannot meet; using jargon; ignoring non-verbal cues; failing to record the complaint; offering compensation before listening.