Psychology of Service

What are the types of communication that you can use?

• The internet

• Written format - which includes electronic mail and hard copy communications such as letters, signs, labels, posters and advertising and warning material

• Media

• Visitors

Below 'external' customer except

• colleague

• government

• vendor

• supplier

Being able to communicate product knowledge to customers is important. Choose the types of product knowledge you can communicate?

• Advantages

• General property features, services and facilities layout, senior personnel or emergency information

• Supplliers

• Local residents

What are three common reasons you may have a conflict with a colleague, except

• Effective working systems

• Pressure of work

• Complete communication

• Understandings

What are three common reasons a customer may have a conflict with your business?

• Lack of service, or poor, service

• Expectations are being met

• Satisfaction with the accommodation or services

• Hygienic conditions

What types of written communication that would be used in a Food and Beverage department?

• Reservations - including booking information, special requests, receipts and confirmation to customers

• Appropriate allocation of work

• Ability to practically perform selected tasks

• Equality in areas of pay, work rate, scheduling of activities

What are four needs of an 'internal customer'?

• Equipment - this can include mechanical equipment (computers, ovens, blenders) and associated tools of the trade (plates, glassware, pens, cleaning cloths)

• Knowledge -understand and perform their job role, product knowledge, menu knowledge, external customer preferences, upcoming events, policies and procedures and schedule of events for particular shifts

• The Internet – type key words/phrases in the search engine

• ‘Offering’ reflecting what was advertised

What are the generic needs of an 'external customer'?

• Value for money

• To be misheard and misunderstood.

• Expectations are not met / exceeded

• To feel disrespected

Answer 'True' or 'False' to the following statement: Some conflicts are not important, so they should be ignored.

• True

• False

When handling conflict what are three things should you remember?

• Listening and discuss the conflict

• Show empathy

• unable to cooperate

• Defining the conflict