Page 71 - English for Front Office

For Student B:

Non-verbal communication is an essential aspect of effective
customer service for reservation staff when handling room
reservations. Here are some important non-verbal cues and skills
that reservation staff should be mindful of:

1. Eye Contact: Maintaining appropriate eye contact when
speaking with a customer over the phone conveys
attentiveness and engagement. It shows that you are
focused on their needs.
2. Smile: Even though customers can't see your face over the
phone, smiling can change the tone of your voice, making
it sound more welcoming and friendly.
3. Tone of Voice: Your tone should be friendly, polite, and
professional. It should convey a willingness to assist and a
positive attitude.
4. Gestures: While customers can't see your gestures over
the phone, using gestures can help you express yourself
more clearly. For instance, you might raise your hand to
ask for a moment if you need to check something.
5. Posture: Maintaining good posture can affect your voice
and the way you present yourself. Sitting up straight can
make you sound more confident and competent.
6. Facial Expressions: Even though customers can't see your
face, your facial expressions can still influence your tone.
Try to convey warmth and empathy through your facial
expressions as you speak.
7. Active Listening: Nodding your head or making verbal
acknowledgments (e.g., "I understand," "I see," "I'm here
to help") can signal that you are actively listening to the
customer.
8. Empathy: Show empathy through your tone and word
choice. If a customer is experiencing an issue or
difficulty, convey your understanding and a willingness to
help.