Customer Communication Essentials

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Essentials of customer communication.

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Chris Knox

Reino Unido

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Customer Communication Essentials


Customer Communication EssentialsVersión en línea Essentials of customer communication. por Chris Knox 1 Which of the following is an example of positive body language in a Front Office interaction? a Smiling, making eye contact, and open posture b Arms crossed and avoiding eye contact c Frowning and pointing at the guest d Speaking loudly without gesturing 2 When using empathetic language with a guest, which statement is best? a “That’s not my problem.” b “You’ll have to wait, I’m busy.” c “I understand this must be frustrating for you, let’s see how we can fix it.” d “I told you this might happen.” 3 Which step is first in the HEART model for handling complaints? a Help b Hear c Happy d Haste 4 Which Premier Inn brand value is demonstrated by responding warmly and respectfully to all guests? a Warm and Welcoming b Passionate and Proud c Budget and Brilliant d Efficient and Fast 5 What is an effective way to confirm understanding? a Guess what they meant b Paraphrase the customer's message c End the conversation quickly d Nod politely and smile. 6 Which of the following is an example of poor written communication? a “I’m sorry for the inconvenience. Here’s how we can resolve this.” b “We understand your concern and are working on a solution.” c hi mr jones, your room will be ready at 3pm d “Thank you for your patience.” 7 Why is it important to consider EDI in customer communication? a To ensure all guests are treated fairly and inclusively b To complete paperwork faster c To increase room sales d To reduce training time 8 Which British value is most relevant when ensuring fair and respectful communication with guests? a Mutual Respect and Tolerance b Individual Liberty c Democracy d Rule of Law

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Customer Communication Essentials

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Creada por

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Customer Communication EssentialsVersión en línea

por Chris Knox

Which of the following is an example of positive body language in a Front Office interaction?

When using empathetic language with a guest, which statement is best?

Which step is first in the HEART model for handling complaints?

Which Premier Inn brand value is demonstrated by responding warmly and respectfully to all guests?

What is an effective way to confirm understanding?

Which of the following is an example of poor written communication?

Why is it important to consider EDI in customer communication?

Which British value is most relevant when ensuring fair and respectful communication with guests?