COMMUNICATION
10 AND 5 HOSPITALITY RULE
A customer within 10 feet of any employee should be greeted with non-verbal communication by either a wave or smile. GREETINGS AND INTERACTIONS FT FT Step One Actively Step Two Repeat or Step Four Offer a
A customer within 5 feet of any employee should be greeted with verbal greeting and a smile.
Step Three Empathize with customer and show understanding.
Step Five Evaluate interaction and address potential future concerns.
solution or elevate to supervisor.
listen to the customer’s situation.
paraphrase feedback to customer.
Greetings should happen immediately, within 5-15 seconds. If you are busy assisting a current customer, acknowledge any customer(s) waiting and mention you will be with them shortly. Engage with neutral facial expressions and avoid using negative body language like crossed arms or pointing. Maintain eye contact and give the customer your full attention. Use a pleasant tone of voice while assisting with a helpful demeanor and smile. This gives the customer a sense of meaning and importance. Listen calmly and actively, making sure to understand the full issue, then repeat what you heard to confirm the situation. Offer to assist and guide them to the best fitting result. Remember to thank them and always leave the opportunity for more communication. TOP 10 PHRASES TO AVOID No. 1. I don’t know. 2. That’s not my job/division/department. 3. You’re right, that is bad. 4. Calm down. 5. I’m busy right now. 6. Call me back. 7. That’s not my fault. 8. You need to talk to my supervisor. 9. You want it by when? 10. To prevent a potentially frustrating or angry interaction with a customer, refrain from using these ten phrases in conversation. It’s ok to pause and collect your thoughts instead of speaking with a negative tone or response. Be mindful of non-verbal cues too.
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