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DTM10203 CUSTOMER SERVICE 
FOR TOURISM & HOSPITALITY

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At the end of the topic,you will be able to:

Describe professional codes and ethics in tourism and hospitality 
profession.

Explain situations that demonstrate integrity, honesty and ethical
behaviour.

Discussthe principles of businessetiquette, protocol and  
procedures.

Practise appropriate etiquette in social conversation.

Explain appropriate table etiquette in social functions.

Perform correct business etiquette and protocol during social 
functions.

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We must give a perfect service, with sincerity and honestly 
while providing all the necessary information.

We must be honest and trustworthy in carrying out our duties  
and provide the best service to customers so that they will trust 
us and use our service without any confusing.

It isconsist of polite, soft spoken, and keep the customer’s  
satisfied while giving explanations about the services that we 
offered to them.

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ETHICS
The rules that determine  
whether an act isright or
wrong or regulations to guide  
human life.

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The standards that you hold for yourself of the attributes  
of the honesty , responsibility, & how to treat others in 
all facets of your life

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THE PRINCIPLE OF BUSINESS
ETIQUETTE,PROTOCOL AND  
PROCEDURES

i.
Itis an essential element in running a business.

ii.
With this following protocols, its gives the 
business person a tactical advantages over  
their clients.

Without it, that could be unnecessary friction,  
misunderstanding and emotions that get 
carried away.

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i.
Etiquette mean the rules of  
polite and correct behaviour.

Its not so much our own  
good manners, but making  
other people feel  
comfortable by the way we  
behave.

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• Exchanged after the
initial introductions
• Use two handsorright
handsonly
• Examine any business
card you receive
before putting it in
your businesscard  
case.
•Never write on  
someone’s card in  
theirpresence.

•e.g :facial expression,  
tone of voice, body  
language.
• Silence isan
important element.
•Do not show anger in  
public

• Demonstrates respect
towards the Malaysian
•Leaderssit opposite  
each around the  
table.

THE PRINCIPLES OF BUSINESS 
ETIQUTTE, PROTOCOLAND PROCEDURES

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PERFORM CORRECT BUSINESS ETIQUETTE AND PROTOCOL
DURING SOCIAL FUNCTIONS

When should you responds to an
event invitation ?
- Important information
- Including detailsabout host, type of
events, purpose.

What should you wear to an event
?
- Businessattire
- Black tie
- BusinessCasual
- Jacketsand tie required

How should you introduce people in a  
group at an event ?
-Some point introducing various individuals at an 
event
- Remember to include titles and name prefix

When should you extend a
handshake at an event ?
-Upon arrival and departure
-

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PRACTICE APPROPRIATEETIQUTTEINSOCIAL  
CONVERSATION

Don’t 
rain on  
someone  
’s 
parade

Difficult 
conversatio  
ns were  
never 
meant to 
be easy

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APPROPRIATE TABLE  
ETIQUETTE IN
SOCIAL  FUNCTIONS

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 Respond to an invitation within a week.

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▶
Unfold your napkin and use it for occasionally 
wiping your lips or fingers

▶
The lady sitting to the right of the host first

▶
When you have finished eating, place them side by  
side in the center of the plate

▶
If you don’t like the taste, make some attempt to 
eat a small amount

▶
Leave some food if you feel as though you have  
eaten enough

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▶
Dessert may be eaten with both a spoon and fork.

▶
If lady wish to excuse for the bathroom, it is polite for 
the gentlemen to stand up.

▶
Send a personal thank you note to the host and  
hostess.

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▶
Not dipping the bread into soups or mopping up
sauces

▶
Do not talking with one’s mouth full

▶
Do not stretch across the table crossing other guest

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▶
Don’t forget to make polite conversation

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ETIQUETTE IN FORMAL  
FUNCTIONS SOCIAL AND  
BUSINESS ETIQUETTE  
BEHAVIOUR

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▶
Invitation made in short period(1 or 2 weeks)

▶
Held between 6.00pm to 8.00pm(Western countries)

▶
Held between 5.00pm to 7.00pm/8.30pm to 10.00pm(Malaysia)

▶
Dress is not so formal ( In Malaysia –batik shirts and long sleeve)

▶
Purpose :to celebrate the VIPs and celebrate all the guest invited

▶
Meet the host/hostest(come late-did not need-meet before host return 
home)

▶
meals commonly snacks and finger foods

▶
beverages soft drinks/alcoholic beverages for non-Muslims

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▶ Held in afternoon between 5.00pm to  
7.00pm/8.30pm to 10.30pm

▶ Batik clothing or long sleeves for men

2) To salute to someone who isa special
guest

▶ Variety of heavy meal , served in buffet-style meal

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▶
Review the date , day and time of event

▶
Answer the invitation as soon as possible

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▶
Inform the organizers if there are changes in attendance

▶
Determine the necessary preparation facilities such as vehicles

▶
Tourto the formal function place if necessary

▶
Follow the directionsof traffic guard

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▶
Do not argue if it isnot satisfied with a situation

▶
Comply with the order at the dinner table

▶
Follow the rules and did not rush out

▶
Stand when the VIPs isabout to step out

▶
Do not take anything from table such asspoon or fork

3.0 ETHICS AND SOCIAL ETTIQUETTE

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