Customer Relations
| Site: | DBECloud |
| Course: | Grade 10 e-Hospitality Studies |
| Book: | Customer Relations |
| Printed by: | Guest user |
| Date: | Saturday, 9 May 2026, 5:12 PM |
Description
“The customer is always right” - this is a very well known saying in the hospitality industry, and for good reason… Ensuring that customers are satisfied is the primary goal for those working within the industry. Business will not only be lost to unsatisfied customers, but to those who they talk to after their experience. As such, an establishment’s staff need to be well presented and well trained in handling customers in order to create the best impression possible.
1. Rules for Handling Customers
- Staff should be adequately trained in every aspect of customer management – from the receiving and seating of guests, to servicing their requests and dealing with complaints, as well as presenting them with their bills
- It is the responsibility of those working within the hospitality industry to ensure as prompt service as possible – whether it is for responding to requests, providing information or delivering a product
- The staff should do all that is within their capabilities to ensure that the guests are comfortable in the venue, and they are enjoying the experience.
- - Staff should be friendly to their customers, making them feel respected and appreciated at all times – this is conveyed through body language like establishing eye contact and using language that is appropriate and polite
- - While friendliness is expected, this can sometimes go too far - staff should not make themselves too familiar with guests as this can be seen as a lack of respect
2. Handling Children and Guests with Special Needs
Special needs’ customers include those with hearing and sight problems, people on wheelchairs, and children, amongst others. These types of people call for slightly more sensitivity in the way that they are handled in comparison to normal guests, and require added attention.
When dealing with customers with hearing problems, staff should act politely and avoid raising their voices (it can make the guest feel uncomfortable). They should speak as clearly as possible and face the customer directly. Such customers should be placed in areas where there is less noise emanating from the establishment, which could otherwise make it very uncomfortable for them. Similarly, staff should make sure that the experience for blind customers is as comfortable. Offering to read the menu out loud is one such way that can assist customers with poor vision.
When dealing with customers that use wheelchairs, restaurant and hotel staff should be mindful to enquire politely as to whether any help is needed. They should be allocated a specific place or space so that they feel comfortable, and are conveniently located to the amenities that they may need, while ensuring that they do not get in the way of the flow of service and other customers.
When dealing with children, staff should know to treat them with respect and patience as their parents would not like this any other way. Any equipment, specific to hosting children (such as high chairs) should be offered if available. Confirmation should always be sought from the parents in instances where requests are made by the children directly.