Customer needs and inclusive communication

What this note covers

1. Identify needs, preferences and expectations
2. Choose questions and listening techniques
3. Use verbal, non-verbal and written communication
4. Provide accessible and culturally respectful service
5. Recommend honestly and manage expectations
6. Coordinate information and protect privacy
7. Worked case: explaining a menu without making assumptions

7 sections · 10 key terms & formulas · 6 common mistakes