Explanation should include communication techniques (e.g., verbal, nonverbal, and written), customer service and coworker expectations, etiquette, and policies and laws applicable to working with the following groups:
- General population
- Special needs populations
- Culturally diverse populations
- Supervisors/managers/administrative personnel
- Human resources
Process/Skill Questions:
Thinking
- How does a positive attitude affect human relationships?
- Why is it important to maintain eye contact when communicating in person?
- Why are both verbal and nonverbal communications skills important?
- Why is it important for servers to give customers their full attention?
Communication
- What techniques should be used in handling a customer complaint?
- Which type of communication skill is the most important? Why?
- How can food and beverage workers make customers feel respected?
- How might communication vary among culturally diverse populations?
Leadership
- What negotiation skills might be helpful to use when handling customer complaint?
- How might inconsistent nonverbal communication skills affect a customer?
- What are relaxation techniques, and how can they be helpful when dealing with a difficult situation?
- What is reflective listening, and how can it be used when responding to customer complaints?
Management
- How are a company's customer service expectations communicated, enforced, and monitored?
- When should a customer's complaints escalate to the management level?