Section 1 – Understand methods of communication with customers

1a) Use the table below to outline at least two different customer service situations and the different methods of communication that would be needed in these situations.

Situation
Methods of communication
1.

The porridge that a guest has ordered is not available.

Verbal.
The best approach in this situation is to speak to the guest face to face and apologise whilst explaining why the porridge is unavailable.
2.

A customer has been spoken to and treated rudely, they have written a formal complaint in writing.

Written
The reply could be in an e-mail or a letter depending in the information gathered from the customer.

1b) Based
Staff members should only be allowed to view information that they need to perform their job. They should also have their own password and never share this with anyone else.
Keeping physical information safe at the office can mean employing a data protection officer who will protect data by making sure certain procedures are carried out correctly such as shredding confidential paper waste.

3. In relation to your current organisation (or one that you are familiar with):

Give at least two examples of information about the organisation that should not be disclosed to customers.

Business plans and strategies
Passwords

Explain why this information should not be disclosed to customers and the implications on the organisation if it is.

Disclosing business plans and strategies could lead to competitors having an advantage over the business and being able to pre-empt anything our business is implementing. This would lead to lose of business and revenue.

Giving customers the wi-fi password for free would lead to a big lose in profit. Customers finding out passwords for the check in desk would lead to a leak in personal information of other guests.

Section 3 – Understand how to work as part of a team to provide effective customer service

1. In relation to your current customer service role (or one that you are interested in doing in the