Communication, Presentation And Teamwork Of Customer Service In Business

The employee especially concerns management because in customer service, the success of the products depends on the delivery. Thus, service organizations rely on their employees to create memorable experiences that develop a loyal customer base and ultimately carry out the organization’s strategic initiatives (Longstreet, Sturman, & Walsh, p.4, 2010). The group that will be receiving training for the training needs analysis will be the front of house staff. This staff includes: hosts, servers, bartenders and takeaway. This staff is considered the “front lines” and is directly in contact with customers on a daily basis.

Customer service will take on a whole new meaning and will be thought of as the ‘guest experience.’ Staff will be referred to as team members (TM) and will be not only be trained in teamwork, menu, spirts/cocktails and concept, but in how to connect with their guests to provide, the guest experience, not just a meal.  Subtleties like TM knowing how to converse with guests and connect by asking how their day was…and listening for the answer, or complimenting guests on something they are wearing to interacting with their children. TM will make sure to answer guest questions properly and not say things like, “I don’t know if that’s good or not, because I don’t eat meat, but a lot of people order it.” to something appropriate, such as, “The filet is one of our most popular items and is amazing, however one of my favorites is the spicy tuna on potato

1.3 Discuss with colleagues steps that team members can take to deal with different customers and different customer service situations

Research at least two tourism or travel texts and identify five key components of customer service to the New Zealand tourism or travel industry.

Communication is a two-way activity between two or more people and occurs through various modes, some of which are used more commonly in some workplaces than others. Communication requires that all parties understand a common language that is exchanged with each other. Business Communication is communication used to promote a product, service, or organization. The business communication message is conveyed through various channels of communication, including the internet, print, radio, television, outdoor, and word of mouth. Business communication helps to bridge the gap between planning and execution. Efficient communication matters because business organizations are made up of people and also effective communication within organisation or outside the organisation increase the image as well as goodwill of the organisation in the mind of business partner, employees and consumer. Various research studies have been conducted on this subject and each study has consistently ranked communication skills as crucial for managers. Typically, managers spend 75 to 80 percent of their time engaged in some form of written or oral communication. Business wants and need people with good communication skills. Although often termed a "soft" skill, communication in a business organization provides the critical link between core functions.

The training within the health care entities needs to focus on effective communication between patient and business, teambuilding, management skills enrichment, and safety. Communication is a vital necessity that affects both internal and external customers. Example: internal customer’s communication and teambuilding training can enhance relationships between employees, departments, and other units by consistently communicating and working together towards one specific goal which is customer satisfaction and ways to build a solid partnership together. Another example of communication and teambuilding dealing with the external customers

Front Desk agents are responsible for greeting guests and conducting the check-in and check-out process. The Guest Services department is the most prominent customer-facing position in the organization as the staff is also responsible for nearly all customer service interactions including, but not limited to: setting wake-up calls, taking room service order, providing suggestions and directions to local attractions and amenities, fielding customer complaints, and taking reservations. The individuals that serve in this capacity need to be adept communicators equipped with an amenable nature,

The consistency of meeting the customer needs. In the hospitality industry, the customers need is imperative. First the customer needs to be greeted and handle with dignity and respect. This will make the customer feel comfortable about their entry into the establishment. When a customer does not receive a warm, sincere greeting on their pre-check in it may cause a tension among the hotelier and customer. The hotelier primary responsibility is to make the customers feel welcome and provide optimum service from the first contact. This need to be addressed because it will have an impact on day-to-day business and a reputation of the hotelier.

The purpose of this essay is to discuss how established models and theories can be implemented by management in the travel and tourism industry to develop a successful customer service strategies which in turn influence loyalty behaviour. The creation of loyal customers is the key to the growth of any business and the way to satisfy customers. It also explains the best practice for resolving potential conflict situations to maintain quality customer relationship and effective selling. Quality customer service is an asset to the growth of a company. Quality customer service is more than offering a smile, a handshake, and “have a nice day.” It is an interaction between customer and provider in which the performance of the provider meets or exceeds the customer’s expectations. The provider’s attitude and performance shape customers’ perceptions” (Spicuzza, 1992, p. 50). This essay will talk about the customer satisfaction and standards such as product knowledge and professionalism and the skills vital to a tourism workplace.

Atkins, (2012) opined that effective communication skills amidst of the service supervisors, staffs, team members are the keyword for resolving the problems or issues for compliance with the safety and security of the customers. Motivational techniques and technological expertise provides integrated services to the end users.

Before going over the issues of the service performance, it is very crucial to know the components of service experience which are categorized into four components: the service workers, the service setting, the service customers and the service process. The service workers include those who interact with the customer (such as waiters or bank tellers) and those who contribute to the service delivery out of the customer’s sight (such as chefs or bank accountants). The service setting includes physical environment in which the service occurs. The service customers are the ones that are receiving the service. Last of all is the service process, which is the sequence of activities necessary to deliver the service (Fisk, Grove & John, 2014, p.21).

The Food and Beverage service wraps the knowledge, technique and skills essential for those studying and working at different levels in the food and beverage sector. The operations in this department are constantly improving and developing over the years together with progress in the quality as per the ever changing customer needs and industry demands. The long established perspective of food and beverage service was considered as just a delivery process with customer being recognized as a pliant recipient of service. But now, the vision has changed to a much broader and wider extent. The customer is now seen as a prime center to the process and has an active participation in it. Accordingly, to identify the guest’s expectations has become very critical for the success of this industry.

Not all communication are done with words. Communication is a process in which people verbally or non-verbally share information and ideas. Nonverbal communication can best define as silent form of communication with a person without using any form of speech to grab the audience attention. The interaction between service employees and customers referred to as the service encounters, is a critical part of service delivery process because its elements greatly impacts customers’ evaluations of service consumptions’ experiences, service provider’s nonverbal communication affects customer evaluations. There are many types and functions of nonverbal communication. Nonverbal communication regulates relationships and can support or even replace verbal communication I many situations. This essay outlines four types of nonverbal communication and their importance during Hospitality service encounters.

The authors argue that the team as a whole, needs to be trained well in order to comply with any of the guest’s requests which may arise during any time of the day. Since, staff are considered to be internal customers, Velassaru marketing team provides guidance in developing certain set of skills for staff to communicate effectively with the guests as well as the team with in. Marketing team directly assists Human Resources in planning training programs, providing pathways for self-development leading in retaining loyal staff of the company. In year 2016, marketing team guided Human Resources team in bringing in international hotelier training program named “Lobster Ink: Hospitality Training Courses” providing internationally accepted certificate in the hotel industry for an

Customer service relates to the service provided by staff to the customer’s throughout the whole purchase or dining experience. The quality of customer service should be one of the most important parts of running a successful business. It is important to provide good customer service to all customers including regular customer’s as well as new customers. Although good customer service can take extra resources, time and money it can generate positive feedback and reviews about your service, this will help to grow the business in the long run. Good customer service includes: wait time, polite and respectful service and quality of products although polite and respectful service may differ from each employee the wait time is dependent on the business and process of service of food.