Lesson 1 LO2

• newEditor
• Travel and tourims
• Higher Education (non-degree)

Customer Service Skills

Mastering Communication: Methods and Techniques

Learning Objective

Understand the LO2 assignment

At the end of the lesson, you will be able to identify and describe various methods of communication, including:

written

face to face

telephone communication.

What do you already know about different methods of communication?

Introduction to Customer service skills

So far this unit we have discussed principkles of customer service, and why it is important in Travel and Tousim and the effects of not provideing excellent customer service.

Some people are naturally good at providing excellent customer service. They would appear to have have an outgoing personality, appear to be always positive and are not intimidated by difficult situations. Others has to learn these skills.

Which one are you?

Introduction to Customer service skills

When looking at skills you need, it is important to consider the situations in which they are most likely to be needed, whether when dealing with problems or complaints, giving advice or offering assistance.

Task

Written Communication

A vast range of methods of written communication are used within the travel and tourism industry, all of which contribute towards customer service levels and image a customer will have of the organisation.

Examples

Letters

E-emails

Memos

Faxes

Brochures

Web pages

Timetables

Menus

Window Displays

Notice boards

Written communication should be:

Attractive and designed well

Free from Spelling mistakes

Language used is appropriate

Clean and Tidy

Placement is thought out

Correct information is shown

It is also important that the correct written communication is used:

Email and Faxes - great for communicating if speed is important however, can be informal and are not always great when dealing with complaints.

Memo - should only be used for internal customers

Remember written communication is more formal that face-to-face and sometimes used to confirm decisions that have been discussed.

Face to Face Communication

We are all used to face-to-face communication. When shopping, getting bus, greeting Friends or work colleagues.

However, it is important to know how to use this to its full potential when dealing with customers.

Eg:

• Personal presentation is very important it gives god/bad first impression.

• Tone of voice

• Body Language remember this may go further than what you are actually saying.

Remember an advantage of face-to-face is you can read body language and use materials to help communicate and answer any questions

This can be groups or 1-2-1

Telephone Communication

To be able to communicate well on the telephone you need good listening skills. We need to be able to hear the tone of voice as well as what is being said.

We need to

• speak clearly

• check understanding

• be clear

• avoid jargon

• be concise

• Pronounce your words clearly

• speak slowly

• make sure there is minimal background noise

• Smile. ( when smiling whilst speaking on the phone can show in your tone of voice)

  
  

Many travel and tourism organisation's require all their staff to answer the phone the same way.

Task

Comparing Communication Methods

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