Communication Skills and Customer Service
The process and the 7 Cs
Sender, message, channel, receiver and feedback, with noise disturbing any stage. Types: verbal, non-verbal (kinesics, proxemics, grooming) and written. Flow: downward, upward, lateral. The 7 Cs are clear, concise, concrete, correct, coherent, complete and courteous.
Service quality
The SERVQUAL dimensions are reliability, assurance, tangibles, empathy and responsiveness. A moment of truth is any contact where the guest forms an opinion - check-in, a waiter's greeting, a complaint call.
Worked example
A guest calls: My room was not cleaned while I was out. Steps: listen without interrupting; apologise for the inconvenience rather than argue; note the room number; send housekeeping within ten minutes; call back to confirm; log the complaint; offer a small recovery such as late check-out. Reasoning: the complaint concerns reliability, the first SERVQUAL dimension. A fast correction plus follow-up protects the relationship better than an explanation about staff shortage.
Telephone and email etiquette
Answer within three rings, greet with the establishment's name and your own, ask permission before placing a caller on hold, and repeat numbers back. Reply to guest email within 24 hours, use a subject line, check spelling and sign off with name and designation.
Traps that cost marks
Blaming another department in front of the guest. Promising what you cannot deliver. Using internal jargon. Writing the customer is always right as a full answer - examiners want the recovery steps.