Part+B-+Rebecca


 * An International visitor- some cultures e.g hindu's dont eat beef because the cow is sacrid and in a small resturant you may have a night that only beef is served.


 * A Staff member from a different background- some muslims may not pack a cool room with alcohol as alcohol is against their religion.

How you would use effective listening skills to determine the specific need.


 * Look at the person, pay attention
 * Nodding and shaking your head to show your understanding
 * Ignore distractions

5 Aspects of complaint handling and how to use them.

1. Listen- to the customer and acknowledge the problem 2. Show concern and emperthise- 3. Take Responsibility- appoligise on behalf of organisation and offer them what you can 4. Indicate what action would be taken- tell them what you are going to do. 5. Take action- take action and ensure guest is happy with the out come by following it up with them.

Cultural Experiences.

When dealing with people in the work place both customers and collegues it is important to have knowledge of thier different backgrounds and cultures. For example, some cultures do not like much humor so making a joke may offend them or shaking their hand when greeting them may also offend some cultures, it would be respect to call the person by there last name i.e hello Mr Smith how can i help you?. It is important to always be well groomed and presented. Some cultures have very strong family ties so a person may need to leave or have time off work for family reasons. When there is a religious holiday a collegue may not be able to come to work due to cultural beliefs. Some customers and collegues may have special needs like, ramps, may use different utensils, not eat certain foods/drinks (such as alcohol) and many more.