Customer Service - Communication!

Communication is a huge part in everyone lives. Communication is the activity of exchanging information or news; communication requires a sender, a message and an intended recipient.

There are lots of different types of communication used in the hospitality industry. The most common way to communicate is to speak verbally, everyone does this daily. Verbal communication includes face-to-face communication and on the telephone and this kind of communication is used to exceed customers’ requirements such as; meet and greets and complaints. Companies are most likely going to have standards when it comes to answering phone calls, for example; you have to answer before 3 set rings and companies are probably going to have a set speech to say on the phone. For example if a customer is making a complaint they would do this either on the telephone or face-to-face so verbal communication is key in this industry. However a customer could complain online, comment cards or in an email, this would then be non-verbal communication. When replying to a complaint via email or letter it is very important that the letter has correct punctuation that you proof read everything and you use clear formal language.       

Posters, leaflets and advertisement is vital in the hospitality industry, known as one way communication because you are not getting a reply/comment back, this type of communication is telling the customers that their needs and requirements can be met. Advantages of one-way communication are that the sender decides what information goes into the advertisement and what information doesn’t. When using a poster, menu, leaflet you need to make sure that you use clear, formal language and that you proof read what you are delivering to the customers, also make sure there are no marks or stains on what’s being sent out. The company that is producing an advertising poster can leave out all the bad parts about their deal/product and can put all the bad parts on/in to the poster. Another advantage of one way communication is that you (as the sender) don’t have to wait for replies and you certainly don’t have to worry about opinions of the customers. However like advertisements on the phone, one way communication can be easily ignored so if you were to have a conversation on the phone (two way communication) it will most likely work and improve your business.
When customers make a booking it is essential that you have the correct information. A booking now would usually be done online or on the telephone it would be rare that a customer would book with the face to face communication used. Communication is going to be used all the time with customers, because it’s the only way to find out information. It is important that the customer’s requirements are always met, without communication the world wouldn’t work.  It is important that correct confirmations and information are sent out as soon as possible, with correct language and no spelling mistakes. Also, all information on booking forms must be correct.
Many customers have specific needs and need to make this information clear to the staff, this is done verbally or non-verbally in a two way communication process.

Going through a typical day in the hospitality industry you would need to take and make phone calls, reply to emails and deal with customer’s compliments and needs – all of this is dealt through communication.

Staff should be trained in communication, presentation and teamwork techniques because it appears day to day situations for example – taking a customers booking, or working as a team to set a table for the customer to eat. Some people have the natural ability to work as a team and communicate thoroughly but it may not come naturally for other people, so training is vital for all staff members.