SERVQUAL - 5 major indicators of service quality - Reliability, Responsiveness, Assurance, Empathy, Tangibles
Active Listening - is where we consciously try to hear not only the words but also, more importantly, try to understand the complete message being sent by another
Elements of active listening - Paying Attention, Demonstrating that you are listening, Provide feedback, Not being Judgmental, Responding appropriately, Empathetic listening
Communication may take place several forms - Oral, Written, Non-verbal, Using body language
Non-verbal communication - Making a great first impression - Be on time always, Present yourself appropriately, A warm, confident and winning smile, Being open, confident and positive, Interest in the other person
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