Unit 4 Build Rapport with Customers by Vanz Yue https://padlet.com/vanzyue/uw9agx2oos54 Revision Questions en-us 2018-02-23 00:07:21 UTC 2018-02-23 03:47:50 UTC hello@padlet.com Answer the following questions. vanzyue https://padlet.com/vanzyue/uw9agx2oos54/wish/234534104 1.  What are the 4 ways to build rapport with customers?  For each way, give an example.
2.  Describe 2 ways to handle customers from different cultural background.
3. What is 'Service Breakdown'. Give an example.]]> 2018-02-23 00:08:31 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234534104 Zita STB https://padlet.com/vanzyue/uw9agx2oos54/wish/234558426 2018-02-23 02:41:09 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558426 DIAN FARHANA https://padlet.com/vanzyue/uw9agx2oos54/wish/234558428 1. greetings & salutation
-Introduce yourself to your customers ‘Good Morning’, Positive body languange,
-Set the customers at ease
Consistent and reliable service,
-Meeting customer’s needs and expectation Professional attitude,
-Be polite and respect

2. Form of address
Many cultures stress formality in the business environment and place importance on the use of titles and family names when addressing others. & Relationship building
Building of a strong interpersonal relationship is extremely important before any business is conducted. A good knowledge of the cultural manners and etiquette for the customer’s country prior to a business meeting to avoid cultural taboos.

3. A service breakdown occurs when the actual services delivered do not meet the customers’ expectation.
Eg: A hotel room is not available when the customer arrives.]]> 2018-02-23 02:41:10 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558428 Jeffrey https://padlet.com/vanzyue/uw9agx2oos54/wish/234558433 Q1, greetings and salutations, positive body language, consistent and reliable service and professional attitude]]> 2018-02-23 02:41:12 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558433 lysa STB https://padlet.com/vanzyue/uw9agx2oos54/wish/234558442 1)  • Greetings and salutation - “Hi, welcome to Universal Studio Singapore :)” “How may i address you?”
• Positive body language - No slouching and be aware of physicsl closeness.
• Consistent and reliable services - Listen attentively
• Professional attitude - same level of service each time they interact

2) - Societal roles: respect the elderly
- Religion differences: Be sensitive and tolerant.

3) It is when the services they’ve given to the customers didn’t meet their expectations.]]> 2018-02-23 02:41:15 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558442 Shurah https://padlet.com/vanzyue/uw9agx2oos54/wish/234558449 Question 1:
1) Greetings and Salutations
•Be ready to smile, make eye contact with your customers and a warm greeting.

2) Positive body language
•Set the customers at ease

3) Consistent and reliable service
•When attending to your customers, listen and give undivided attention.

4) Professional attitude 
•Be polite and respect.

Question 2:
1) Personal space
•It is important for the service provider to show an awareness of your customer’s needs for oersonal space.

2) Modesty
•Conservative dressing by women is a form of modesty. Such practices are tied to religious and cultural beliefs.

Question 3:
1)Service Breakdown
•A hotel room is not available when the customer arrives.


]]> 2018-02-23 02:41:17 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558449 Isaac STB https://padlet.com/vanzyue/uw9agx2oos54/wish/234558477 Q1
1. Greetings and salutations
- Provide a friendly and approachable greeting to customers
2. Positive body language
- Do not slouch when approaching customers
3. Consistent and reliable service
- Listen attentively and give undivided attention to customers
4. Professional attitude
- Thank your customers

Q2
1. Forms of address



]]> 2018-02-23 02:41:28 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558477 NURUL SHAZWINA STB https://padlet.com/vanzyue/uw9agx2oos54/wish/234558484 1. 
• greeting and salutation - always smile and make eyecontact with the customer.
• positive body language - by standing straight and not slouch.
• consistent and reliable service a listen and give undivided attention.
• professional attitude - be polite.  

2. For the chinese culture. Chinese family (surname), followed by a personal name, address them their surname. For the malay culture. Malay name will have the personal name, followed by the father name, etc bin (male), binte (female). 

3. A hotel room is not available when the customer arrives ]]> 2018-02-23 02:41:35 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558484 Mei Ling STB🐼 https://padlet.com/vanzyue/uw9agx2oos54/wish/234558497 1. 4 ways to build rapport:
-Greetings and Salutation
(Introduce yourself to your customers'good morning')
-Positive body language
(have a friendly body language,you should avoid slouching)
-Consistent and reliable service
(having good product knowledge of products and services)
-Professional attitude
(be polite and respect)

2.Describe 2 ways to handle customers from different cultural background:
•Forms of address
For example,in chinese cultures, people are given a family name( surname), followed by a personal name. Use an appropriate title such as Mr or Mrs, followed by the family name.

•Relationship building
You should also potray yourself as a calm individual. Body posture should always be formal and attentive, showing respect.

3.A service breakdown occurs when the actual services delivered do not meet the customers'expectations.



]]> 2018-02-23 02:41:39 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558497 Venisse https://padlet.com/vanzyue/uw9agx2oos54/wish/234558512 1) Greeting and salutation (provide a friendly and approachable greetings to your customers) , positive body language (set the customer at ease) , Consistent and Reliable service (meeting customers' needs and expectation) and professional attitude (Be polite and respect)
2) Forms of address (A customer's preference for a particular name or form of address can have an impact upon your communication )
  Reletionship building ( strong interpersonal reletionship is extremly important before any business conducted)
3)Service breakdown is when something occurs when the actual service delivered do not meet the customers' expectations. 

]]> 2018-02-23 02:41:44 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558512 Hershey Gab https://padlet.com/vanzyue/uw9agx2oos54/wish/234558540 1) •Greeting & salutation
 • positive body language 
• Consistent and reliable service
• Professional attitude 

2)• When addressing someone from the Chinese culture, use an appropriate title such as Mr or Mrs, followed by the family name.
• For a malay, he/she will have a personal name, which is used to address him/her in all circumstances followed by a patronym.

3) It occurs when the actual services delivered do not meet the customer's expectations. For example, a hotel room is not available when the customer arrives.


]]> 2018-02-23 02:41:55 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558540 Regina https://padlet.com/vanzyue/uw9agx2oos54/wish/234558545 1)Greeting and salutation
Positive body language
Consistent and reliable service
Professional attitude
2)forms of address
-many cultures stress formality in the business environment and place importance on the use of titles and family names when addressing others.
Relationship building
-building a strong interpersonal relationship is extremely important before business is conducted.
3)a service breakdown occurs when the service delivered do not meet the customers' expectations.
Eg.a hotel room is not availible when the customer arrives.

]]> 2018-02-23 02:41:58 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558545 Quraisyah STB https://padlet.com/vanzyue/uw9agx2oos54/wish/234558560 (1)
1.Greetings and salution(Be ready to smile,make eye contact with your customers and a warm greeting)
2.Positive body language(Have friendly body language.You should avoid slouching,turning ur bck to customer n approaching customer frm behind.No one wants to be statled)
3.Consistent and reliabe service(When attending to your customers,listen and give undivided attention)
4.Professional attitude(Be politr and respect)

(2)
For example,in the Chinese cultures,people are given a family name(surname),followed by a personal name.When addressing someone frm the chinese culture,use an appropriate title such as Mr or Mrs,followed by the family name.

(3)
A service breakdown occurs when the actual services delivered do not meet the customers expectation]]> 2018-02-23 02:42:05 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558560 Naliesa https://padlet.com/vanzyue/uw9agx2oos54/wish/234558563 1. Greetings and Salutations, Positive body language, Consistent and reliable service and professional attitude

2. Relationship building: it is important to have a good knowledge of the cultural manners and etiquette for the customer's country prior to a business meeting to avoid cultural taboos.
Gender differences: decision-making and authority are often clearly established in male sominated societies.

3. Service breakdown: it occurs when the actual services delivered do not meet the customers' expectations. One e.g. a hotel room is not abaliable when the customer arrives ]]> 2018-02-23 02:42:06 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558563 Puteri https://padlet.com/vanzyue/uw9agx2oos54/wish/234558565 2018-02-23 02:42:06 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558565 Haney https://padlet.com/vanzyue/uw9agx2oos54/wish/234558566 2018-02-23 02:42:06 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558566 la STB https://padlet.com/vanzyue/uw9agx2oos54/wish/234558569 1. what are the 4 ways to build rapport with customer? for each way, give an example 
•greetings and salutations 
-be ready to smile, make eye contact with customers and a warm greeting
•positive body language 
-have a friendly body language by avoiding slouching, turning your back to customers and approaching them from behind
•consistent and reliable service
-listen and give undivided attention when attending to customers
•professional attitude
-have a positive attitude 

2. describe 2 ways to handle customers from different cultural background
]]> 2018-02-23 02:42:07 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558569 https://padlet.com/vanzyue/uw9agx2oos54/wish/234558570 4 ways are greeting and saluting, positive body language, consistent and reliable service and professional attitude ]]> 2018-02-23 02:42:08 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558570 Sorfiana🙆🏻‍♀️ https://padlet.com/vanzyue/uw9agx2oos54/wish/234558577 1) - Greetings and salutation
     - Positive body language
     - Consistent and reliable service
     - Professional attitude
2) - Forms of address 
     - Relationship building
3) It is when the actual services delivered do not meet the customers’ expectations. An example is when there’s no hotel rooms available when the customer arrived the hotel.]]> 2018-02-23 02:42:11 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558577 Hairilishak https://padlet.com/vanzyue/uw9agx2oos54/wish/234558578 Greetings and salutation - “ hello ma’am/sir welcome to Singapore zoo! How may i adress you ? “ 
Positive body language - “ dont slouch if possible when serving customer because U WORK FOR A REASON “
Consistent and reliable service - “ have a good product knowledge when serving customers “
Professional attitude - “ thankyou Ms elizabeth , we hope to see you again “

Forms of adress - “ for example, if a chinese guest comes to you , greet them like “ good morning , mr ong , because its a form or respect! “ 

Gender differences - “ for example , middle eastern tourist , the guys will always do the talking and if you’re a guy sales assitant for example , dont ever talk to the girl because they will never reply you and the guys will always do the decisions so yeap!” 



Service breakdown - “ a hotel room is not available when the customers arrive “]]> 2018-02-23 02:42:11 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558578 chania and alisha https://padlet.com/vanzyue/uw9agx2oos54/wish/234558581 Q1. 
- greeting and salutation 
eg. be ready to smile, make eye contact with your customers and a warm greeting

- positive body language
eg. have friendly body language. avoid slouching, turning your back to customer and approaching customers from the back. 

- consistent and reliable service
eg. when attending to your customers, listen and give undivided attention.

- professional attitude 
eg. be polite and respect


Q2. 
- forms of address
eg. many cultures stress formalitybin the business environment and place important of titles and family names when addressing others 

-relationship building
eg. building of a strong interpersonal relationships is extremely important before any business is conducted. 

Q3.
- a service breakdown occurs when the actual services delivered do not meet the customers expectations.]]> 2018-02-23 02:42:12 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558581 Nissa STB ❤ https://padlet.com/vanzyue/uw9agx2oos54/wish/234558586 2018-02-23 02:42:14 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558586 Syaiqha Afrinah https://padlet.com/vanzyue/uw9agx2oos54/wish/234558590 1) Ways to build rapport with customers are:
  • POSITIVE BODY LANGUAGE - Always stand or sit up straight. Do not slouch. 
  • GREETINGS AND SALUTATION - Always smile and make eye contact with customers. 
  • PROFESSIONAL ATTITUDE - Always be polite and respect the customers. 
  • CONSISTENT AND RELIABLE SERVICE - Always listen and give undivided attention to the customers. 
2) Ways to handle customers from different cultural backgrounds: 
  • Malays usually have their own personal names therefore staff should address them by their personal names. 
  • Respect the older people when dealing with a family. 
3) Service breakdown usually occurs when the actual services delivered do not meet the customers’ requirements and expectations.
]]> 2018-02-23 02:42:16 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558590 Haney & Si Min https://padlet.com/vanzyue/uw9agx2oos54/wish/234558609 Q1) 4 ways:
Greetings and salutation 
Positive body language 
Consistent and reliable service 
Professional attitude

Q2) 2 ways:
Forms of address:
Use of titles and family name when addressing others 

Relationship building:
Build a strong interpersonal relationship is extremely important before any business is conducted.

Q3) example: 
A hotel room is not available when the customer arrives.

]]> 2018-02-23 02:42:23 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558609 Sufi Syafiqah STB https://padlet.com/vanzyue/uw9agx2oos54/wish/234558617 question 1 :
  1. greetings and salutations : be ready to smile, make eye contact with your customers and warm greeting.
  2. positive body language : set the customers at ease
  3. consistent and reliable service : having a knowledge of products and services.
  4. professional attitude : have a positive attitude.

question 2 : 
  1. Forms of address : many cultures stress formality in the business environment and place importance on the use of titles and family names she addressing others.
  2. Relationship building : building of strong interpersonal relationship is extremely important before any business is conducted. have good knowledge of the cultural manners and etiquette for the customers country prior to a business meeting to avoid cultural taboos.

question 3 :
service breakdown occurs when the actual services delivered do not meet the customers expectation.

example ;
a hotel room is not available when customers arrives


]]> 2018-02-23 02:42:24 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558617 Jannah https://padlet.com/vanzyue/uw9agx2oos54/wish/234558637 4 ways to build rapport with customers:
- Greetings & Salutations (Ready to smile, make eye contact with customers & a warm greeting)
- Positive body language (Have friendly body language, no slouching or approaching customers from behind)
- Consistent & reliable service (When attending customers, listen & give undivided attention)
- Professional attitude (Be polite & respect)

2 ways to handle customers from cultural backgrounds 
- Relationship building
- Forms of address

What is service breakdown
- A service breakdown occurs when the actual services delivered do not need the customers’ expectations.
For eg, A hotel room is not available when the customer arrives. ]]> 2018-02-23 02:42:33 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558637 Zita & Erica https://padlet.com/vanzyue/uw9agx2oos54/wish/234558639 4 Ways to build rapport :
• Greetings and salutation
-Provide a friendly and approachable greetings to your customers.
•Positive body language
-Set the customers at ease.
•Consistent and reliable service
-Having a good knowledge of products and services
•Professional
-Go the extra mile

2 ways to handle customers:
•Societal Roles
-Values personal attentipn and interaction with servicd providers
•Forms of address
-Customer’s preference of a particular name or form of address

What if Service Breakdown? :
Service breakdown occurs when the action serbices delievered to do meet the customer’s expectation
Example: A hotel room is not available when the customer arrive

]]> 2018-02-23 02:42:34 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558639 Intan STB https://padlet.com/vanzyue/uw9agx2oos54/wish/234558649 Question 1:
- Greetings and salutation
Eg. smile, make eye contact with customers and greet warmly
- Positive body language
Eg. have friendly body language, set customers at ease.
- Consistent and reliable service
Eg. Listen and give undiveded attention, have good knowledge of products and services.
- Professional attitude
Be polite and respect, have positive attitude.

Question 2:
1. Forms of address
If a person is a Chinese, we are supposed to address them by their surname. If a person is a Malay, we are supposed to address them by their personal name.
2. Societal roles
We are to respect older people in certain cultures.

Question 3:
It occurs when the actual services delivered do not meet the customers expectations.
]]> 2018-02-23 02:42:40 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558649 alisha https://padlet.com/vanzyue/uw9agx2oos54/wish/234558664 2018-02-23 02:42:53 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558664 https://padlet.com/vanzyue/uw9agx2oos54/wish/234558665 2018-02-23 02:42:54 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558665 Janine https://padlet.com/vanzyue/uw9agx2oos54/wish/234558698 1. - greetings and salutation
    - positive body language
    - consistent and reliable service
    - professional attitude

2. - forms of address
    - relationship building

3. -A service breakdown occurs when the actual services delivered do not meet the customer's expectations.
eg. A hotel room is not available when the customer arrives.
]]> 2018-02-23 02:43:07 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558698 LiYi STB💩 https://padlet.com/vanzyue/uw9agx2oos54/wish/234558704 4 ways to build rapport 
1. Greetings and Salutations   
Examples will be to serve customers kindly and with a smile, providing a friendly and approachable greetings like " How are you planning on spending your time at the park today ? " 

2.Positive body language
Having friendly body langugage. Standing straight with good postures 

3. Consistant and reliable service. 
Listen and give undivided attention and have good product knowledge. 
4. Professional attitude. 
Be polite and respectful , positive attitude and thank your customers "Its been a pleasure serving you, Mr Ravi" 
 
2WAYS TO HANDLE CUSTOMERS FROM DIFFERENT CULTURAL BACKGROUNDS 
1. Forms of address 
Many cultures stress formality in the business environment and place importance on the use of titles and family names when addressing others. 
2. Relationship building 
You should always portray yourself as a calm and collected individual. Body posture should always be formal and attentive, showing respect

WHAT IS SERVICE BREAKDOWN 
A service breakdown occurs when the actual services delivered do not meet the customers expectations. Example: A hotel room is not available when the customer arrives

]]> 2018-02-23 02:43:12 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558704 zuhriyah stb https://padlet.com/vanzyue/uw9agx2oos54/wish/234558794 1.
- greeting and salutation
- positive body language
- consistent and reliable service 
- professional attitude
2.
Forms of address and relationship building.
3.
Service breakdown is when an actual services delivered do not meet the customer's expectations.]]> 2018-02-23 02:43:51 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558794 AKIDAH STB https://padlet.com/vanzyue/uw9agx2oos54/wish/234558795 1st) 
Greetings and salutation.
Positive body language.
Consistent and reliable service.
Professional attitude.

2nd) 
When addressing someone from the chinese culture, use an approriate title such as Mr or Mrs, followed by the famlily name. 

3rd) 
A service breakdown occurs when the actual services delivered do noy meet the customer’s expectations. 
Example; A hotel room is not available when the customer arrives.]]> 2018-02-23 02:43:51 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558795 Puteri https://padlet.com/vanzyue/uw9agx2oos54/wish/234558801 Q1. -Greetings and salutation:
Introduce myself

-positive body language:
Have friendly body language

-consistent and reliable service:
Listen and give undivided attention

-professional attitude:
Be polite and respect

Q2. 1. Forms of address as it is important the use of titles and family names when addressing others.
2. Relationship building as to build a strong interpersonal relationship is extremely important before any business is conducted.

Q3. It is occurs when the actual services delivered do not meet the customers' expectations.

]]> 2018-02-23 02:43:54 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558801 Natasha and Aini https://padlet.com/vanzyue/uw9agx2oos54/wish/234558839 Q1) -Greetings and Salutations
Example: Be ready to smile, make eye contact with your customers and a warm greeting. 
-Postive body language
Example: Set the customers at ease. 
-Consistent and reliable service
Example: Having a good knowledge of products and services. 
-Professional attitude
Example: Be polite and respect.

Q2) -Gender differences: Decision-making and authority are often clearly established in male dominated societies.
-Religious differences: It is not recommended that customer service professionals engage in any conversations involving religious topics to prevent any differences in opinions with regard to a particular religion. 

Q3) -Service breakdown occurs when the actual services delivered do not meet the customers expectations. 
Example: A hotel room is not available when the customer arrives. This will result in a breakdown in service or product.


]]> 2018-02-23 02:44:10 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558839 https://padlet.com/vanzyue/uw9agx2oos54/wish/234558842 2018-02-23 02:44:11 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558842 Kelvin https://padlet.com/vanzyue/uw9agx2oos54/wish/234558897 Q1: 
Greeting and salutation - Hi good afternoon sir! 
Positive body language - smile 
Consistent and reliable service - 
Professional attitude - going the extra mile 
Q2: 
form of address 
Personal space,privacy and modesty 

Q3: 
A service breakdown occurs when the actual service delivered do not meet the customer expectation. 

]]> 2018-02-23 02:44:47 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558897 Marcus https://padlet.com/vanzyue/uw9agx2oos54/wish/234558977 4 ways are greeting and salutation,positive body language,consistent and reliable service and professional attitude 

2 way to handle different culture personal space: show an awareness of your customers needs for personal space and forms of address as many cultures stress formality in the business environment and place and important on the use of titles and family names when addressing others

Service breakdown occurs when actual services delivered do not meet the customer expectations ]]> 2018-02-23 02:45:29 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234558977 Jeffrey https://padlet.com/vanzyue/uw9agx2oos54/wish/234559074 3.Customer asking directions for an exhibition but got directed to the toilet instead.

]]> 2018-02-23 02:46:18 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234559074 https://padlet.com/vanzyue/uw9agx2oos54/wish/234559251 2018-02-23 02:47:40 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234559251 Humairah Farisha https://padlet.com/vanzyue/uw9agx2oos54/wish/234559274 1. Forms of address, relationship building, societal roles, personal space, privacy and modesty and religious differences
2. -Forms of address 
For example, Lee Hong Chin, should be addressed as Mr Lee. 
-Relationship building
For example, Guanxi, the interpersonal networks of people one builds that helps them succeed in business 
3. Service breakdown occurs when the actual service delivered do not meet the customers’ expectations.
For example, when a hotel room is not available when the customer arrive.]]> 2018-02-23 02:47:51 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234559274 Nissa 🌹 https://padlet.com/vanzyue/uw9agx2oos54/wish/234559297 1.What are the 4 ways to build rapport with customers? For each way, give an example.
-greeting and salutation
-positive body language
-Consistent and reliable service
-Professional Attitude

2.Describe 2 ways to handle customers from different cultural background?
-forms of address,,adress people formally using their family name or preferred name.
-relationship building,, building of a strong interpersonal relationships is extremely important before any business is conducted.

3.service breakdown
-a service breakdown occurs when the actual services delivered do not meet the customer's expectation. ]]> 2018-02-23 02:47:58 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234559297 Jeffrey https://padlet.com/vanzyue/uw9agx2oos54/wish/234559409 2.Forms of address like addressing a Chinese man by his surname.
Societal roles, some culture believes that respect is often paid to older people

]]> 2018-02-23 02:49:02 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234559409 Abigail https://padlet.com/vanzyue/uw9agx2oos54/wish/234559446 1) -Greeting and Saluations
 -Positive body language 
-Consistent and reliable service 
-Poffesional attitude 
2) Forms of address
Relationship building 
3) A service breakdown occurs when the actual services delivered do not meet the customer's expections]]> 2018-02-23 02:49:21 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234559446 Seri&Nabila https://padlet.com/vanzyue/uw9agx2oos54/wish/234559481 1) Greetings and salutations, positive body language, consistent and reliable service and professional attitude.

2) Forms of address and relationship building.

3) A service breakdown occurs when the actual services delivered do not meet the customer expectations.]]> 2018-02-23 02:49:38 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234559481 https://padlet.com/vanzyue/uw9agx2oos54/wish/234559880 Hcjrjfifirkkfkkkfkdk]]> 2018-02-23 02:52:33 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234559880 https://padlet.com/vanzyue/uw9agx2oos54/wish/234560267 2018-02-23 02:56:19 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234560267 Isaac https://padlet.com/vanzyue/uw9agx2oos54/wish/234560781 Q1
Greetings and salutations 
-provide a friendly approach to customers
Positive body language
-Set the customers at ease
Consistent and reliable service
-having good knowledge of products and service
Professional attitude
-be polite and respectful

Q2
Forms of address
-many cultures stress formality in the business environment and place importance on the use of titles and family names when addressing others
Relationship building
-it is important to have good knowledge of the cultural manners and etiquette for the customers country prior to business meeting to avoid cultural taboos


Q3
A service breakdown occurs when the actual services delivered do not meet the customers expectations

]]> 2018-02-23 02:59:31 UTC https://padlet.com/vanzyue/uw9agx2oos54/wish/234560781 ila STB https://padlet.com/vanzyue/uw9agx2oos54/wish/234561266 1. what are the 4 ways to build rapport with customer? for each way, give an example 
•greetings and salutations 
-be ready to smile, make eye contact with customers and a warm greeting
•positive body language 
-have a friendly body language by avoiding slouching, turning your back to customers and approaching them from behind
•consistent and reliable service
-listen and give undivided attention when attending to customers
•professional attitude
-have a positive attitude 

2. describe 2 ways to handle customers from different cultural background 
•forms of address
-when addressing someone from the Chinese culture, use an appropriate title such as Mr or Mrs, followed by the family name. for example, Lee (surname) Hong chin (personal name) should be addressed as Mr Lee.
•relationship building
-a Chinese is not keen on physical contact but handshakes are a form of greeting for them. you should portray yourself as a calm and collected individual and body posture should always be formal and attentive, showing respect.

3. what is service breakdown? give one example 
•a service breakdown occurs when the actual services delivered do not meet the customer’s expectations 
-a technical breakdown at the rides station and no information is given to guests who have been queuing for more than 45 minutes at the queue line
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