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Key terms and concepts

Term	Definition
Active listening	A form of listening where the listener ensures the person speaking is being understood. This is achieved by using appropriate body language and clarifying points with the speaker.
Colleague	A person you work with.
Communication process	When information is conveyed from one person to another by either verbal and/or non verbal techniques. The process is successful if the person receiving the information gives feedback which shows understanding for meaning.
Complaint handling	Most businesses have a complaint handling policy which is designed to ensure the customer receives satisfaction, that there is written evidence of complaints and that the same problem doesn’t recur.
Conflict resolution techniques	Ways in which disagreements can be worked out. This could include discussion, mediation or any variety of ways to enable both parties to reach a consensual agreement.
Customer	The person to whom you are selling goods or a service.
Customer service skills and practices	These are the everyday tools used to ensure customer satisfaction by workers in any customer service industry. They include having a positive attitude towards the customer, knowing your product and company procedures, positive body language, good questioning skills, the use of active listening and good interpersonal skills.
Effective communication techniques	Successful ways of sharing information, meaning and understanding between the customer and the Entertainment industry worker.
Interpersonal skills	These are the techniques people use to successfully relate and communicate with each other.
Needs, preferences and expectations	These are what the customer wants but may have difficulty communicating these requirements to the employee. Ways to establish a customer’s needs, preferences and expectations are: Ask the customer what product or service they require or what they want a product to do. Do they have any particular feature,characteristic or price range in mind? What outcome do they expect the productor service to provide?
Personal presentation	This is your actual physical appearance and includes personal hygiene, clothing, hair style, body language and overall neatness of appearance.
Product	What you are actually selling, for example a CD player, or an actual service (such as providing a lighting rig for an event).
Quality service	The ability to meet the needs and expectations of the customer and to follow through with appropriate after sales service.
Questioning techniques	Ways of asking questions which enable the asker to gain the information needed in its most concise form.
Service	Work performed for somebody else. For example a company may provide an audio system service where they provide and operate a PA system at an event for a client. A service could also be selling a customer a product they require.
Special needs	“Special needs” refers to people with disabilities such as limited mobility, hearing or sight impairment or problems arising from age or from psychological disorders. Small children can also be considered to have special needs as they may need more assistance and supervision than adult customers.

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