Customer Service Skills
This skill shows the customer you are truly paying attention.
What is active listening?
This method is used when helping customers directly at a hotel or attraction.
What is face‑to‑face communication?
This is the first thing staff should do when a customer is angry or upset.
What is stay calm and listen?
Being polite, calm, and respectful at all times shows this.
What is professionalism?
Staff must avoid promising things they cannot deliver.
What is over‑promising?
This type of language keeps conversations calm and positive.
What is positive language?
This method is used when customers call a travel agent for help.
What is telephone communication?
This skill helps staff understand the customer’s feelings.
What is empathy?
Apologising and accepting responsibility demonstrates this.
What is acknowledging the issue?
Staff must avoid giving refunds or freebies without permission.
What is unauthorised compensation?
Knowing accurate information about products or destinations shows this.
What is product knowledge?
This method is used when responding to TripAdvisor or Facebook reviews
What is social media communication?
When a customer is injured or distressed, staff must follow this.
What is a health and safety procedure?
Offering refunds, alternatives, or solutions shows this skill.
What is offering resolution options?
Staff must avoid speaking negatively about colleagues or the business.
What is negative staff talk?
Smiling, being polite, and showing interest demonstrates this.
What is a welcoming attitude?
Airlines use this to send boarding passes and updates.
What is email communication?
This skill involves repeating the customer’s words back to them.
What is paraphrasing?
Contacting the customer again to ensure satisfaction shows this.
What is follow‑up communication?
Staff must avoid cutting the customer off mid‑sentence.
What is interrupting the customer?
Noticing a customer’s needs, tone, and behaviour show this important service skill.
What is attentiveness?
This online method gives instant support on websites.
What is live chat?
This skill helps staff find fair solutions to problems.
What is problem‑solving?
Using polite, formal, and respectful wording in letters shows this.
What is formal language?
Staff must avoid arguing with or blaming the customer.
What is being defensive?