Module 2
Customer satisfaction
Active listening
Sense of judgment
Problems
Tact & diplomacy
Sources of dissatisfaction
Customer complaints
Difficult situations
Diplomatic attitude
Provide info
Various topics
Topics to avoid
General knowledge
Interpretation of needs
Non-verval
Handshake
personal space
Amenities
Relevence of info
Level of language
Conclude conversations
Customer Oriented Approach
Attitudes & behaviours
Rules of courtesy
Choice of approach
Dealing with clients
Greet customers
Attention
Menu items info
Menu presentation
Consideration
Seating
Professional greeting
Precedence & courtesy
Cloakroom service
Handicapped
Take reservations
Telephone communication
Rules
Relevent info
Clear info
Establish contact
Etiquette-manners
Quality contact
Different approaches
Verbal-non verbal
Types of clients
