Communication and Connection
Greetings and Interactions
Step Three Empathize with customer and show understanding.
Step Four Offer a solution or elevate to supervisor.
Step Five Evaluate interaction and address potential future concerns.
Step One Actively listen to the customer’s situation.
Step Two Repeat or paraphrase feedback to customer.
10ft-5ft Hospitality Rule ft 10
5 ft
A customer within 10 feet of any employee should be greeted with non-verbal communication by either a wave or smile.
A customer within 5 feet of any employee should be greeted with verbal greeting and a smile.
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.
Answering the Phone
Employees are expected to answer all phone calls within the first three rings and with a helpful attitude using these words of introduction:
Answer with an introduction and the name of the facility, site, or program you are with, so the customer knows they have reached their intended location or program. “Good morning/afternoon/evening, you have reached the ___(site/program)___” Followed up with your name, this provides personalized communication.
“this is__ (your name)__”
Finish up the greeting by opening the opportunity for the customer to share.
“How can I assist you today?”
Remember to
, even over the phone, it makes the difference.
SMILE
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