business communication skill ( interpersonal and presentation)

Report: Developing customer relations

Introduction

This report will cover why presentation, interpersonal and communication skills are important in order to carry out a good standard of customer service.

Description of the presentation skills and explain

The presentation of the staff is extremely important because it represents the company as a whole and people will feel they can approach the staff which will intern bring in more custom and satisfactory results. The most important way to dhow good presentation skills is showing you have a good body language. The body language of the staff should be open; they should never have there arms folded as this creates the image that they do not want to help or are quite rude with a lack of knowledge. Sitting up straight with a smile and good posture will mean people are happy and are straight away unfazed about talking to the staff. People will therefore leave with a good impression because the staffs run the hotel so they are represented as part of the hotel. Eye contact will mean you are listening to what the people are saying with shows care and understanding. You can also show you are listening by nodding and repeating back key words (reflective listening). The actual appearance of the staff will also contribute towards presentation skills. The staff should have good hygiene as some people may not even want to go near the person. They should also have tied hair and no visible tattoos with a limitation of piercing because some customers may believe this is frightening and unapproachable or not up to a posh standard that is pursuit by the hotel. They should also dress appropriately for health and safety but also to look smart (and presentable to the people) willing to take on the suitable job that is a stereotype of there uniform. Also the staff should be careful about your mannerisms such as sayings that could insult someone or a habit that will distract the customer. If the staff cover these points it will mean a professional out come for the hotel because the first impressions count with customers.

Description of interpersonal skills and explain

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Description of interpersonal skills and explain

Interpersonal skills are how people relate to one another in everyday life using language skills such as via a telephone or face to face. Customer service is a key example of this as we expect people to speak clearly and confidently so we can understand them even if it is a telephone communication. Good interpersonal skills will mean a higher level of communication between certain people with quick and easy answers or questions to something. Interpersonal skills also can make the situation a lot more interesting as there is a good welcoming approach (smiling)used without anyone getting out of control or angry (they can handle any situation). An example of interpersonal skills would be if a receptionist could handle an angry customer about the condition of some changing rooms. This could benefit the company because the people can resolve situations quickly meaning a good level of customer service. Another example is a receptionists telephone call. You would expect the receptionists to smile, listen so they can understand (so they can handle the situation) and have a suitable greeting and ending (gives a lasting impression). The hotel would achieve a better professional result with people satisfide to come back as they may feel the hotel can be trusted to sort out any problem or query. Giving a well answered with a clear voice will mean you will definetly respond approperitatley with easy to understand lanaguage. People want to go away with a clear understanding on what is happening but not confused. Having positive interpersonal skills increases the productivity in the organisation since the number of conflicts is reduced. In informal situations, it allows communication to be easy and comfortable. People with good interpersonal skills also can generally control the feelings that emerge in difficult situations and respond appropriately, instead of being overwhelmed by emotion.

Description of communication skills and explain

Communication skills are very important in the business world because with out them there would be no selling or buying (or no co-operation). The first thing staff should do when is communicate with them instead of them coming up to the staff because this shows the staff do not care or cant be asked creating a lazy hotel image. So to have good communication you would have to get the staff to listen to everything that is being said with a good informative response so the staff know that you are knowledgeable about what is going on showing the hotel care about there customers and reputation. Communication skills can be expressed in four factors. The first is the tone of your voice; people will not be interested or may not understand if your tone isn’t right. It should emphasis on different words, which would change the impact of the sentence to show that the staff know and are interested to help. Secondly changing the pitch holds the customers attention unless the staff use mono tone which will mean people will lose interest and find the hotel a not non interesting and non friendly place to be. Using slang makes the hotel look very unprofessional. The staff should avoid Jordan but instead speak clearly with out muttering to give a confident approach as some customers may think they don’t know what they are doing to the hotel is all over the place. Use short phrases or sentences and be concise- to the point. On a telephone for example you would speak clearly as there may be some background noise so you would have to repeat back key information to show you are listening and can hear everything. This causes any un necessary worrying for the customers meaning they would be relaxed showing once again that the hotel can sort out many things. The pase of the voice should match the purpose, if it is to fast people will not understand and may start getting angry at the inpatients of the staff and if they speak to slow, it will seem like the staff don’t care. Communication is about sharing feelings, ideas and information it can also mean passing on information, or receiving it from somebody else. There are many problems that could occur if this is not done carefully such as delivering the wrong items to a customer. These sort of situations could damage the future reputation of the hotel. People are known to talk about more bad experiences than good ones so it important to have good. The better the skills the more co-operative everyone will be with a good standard.

Each of the three customers had different needs so they wanted completely different help