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    Basic Customer Service

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    ferroal
    This seminar provides training on basic customer service skills for pit supervisors. It emphasizes the importance of customer service, noting that 68% of customers quit doing business with a company due to indifference from employees. It outlines best practices for greeting customers, providing information, resolving issues, and maintaining a positive attitude. Key topics covered include verbal and non-verbal communication skills like smiling, saying thank you, and quoting customer service experts. The goal is to help supervisors understand how to prioritize customers and make them feel valued.

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    Basic Customer Service

    Uploaded by

    ferroal
    550 views28 pages
    This seminar provides training on basic customer service skills for pit supervisors. It emphasizes the importance of customer service, noting that 68% of customers quit doing business with a company due to indifference from employees. It outlines best practices for greeting customers, providing information, resolving issues, and maintaining a positive attitude. Key topics covered include verbal and non-verbal communication skills like smiling, saying thank you, and quoting customer service experts. The goal is to help supervisors understand how to prioritize customers and make them feel valued.

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    This seminar provides training on basic customer service skills for pit supervisors. It emphasizes the importance of customer service, noting that 68% of customers quit doing business with a company due to indifference from employees. It outlines best practices for greeting customers, providing information, resolving issues, and maintaining a positive attitude. Key topics covered include verbal and non-verbal communication skills like smiling, saying thank you, and quoting customer service experts. The goal is to help supervisors understand how to prioritize customers and make them feel valued.

    Copyright:

    Attribution Non-Commercial (BY-NC)
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    550 views28 pages

    Basic Customer Service

    Uploaded by

    ferroal
    This seminar provides training on basic customer service skills for pit supervisors. It emphasizes the importance of customer service, noting that 68% of customers quit doing business with a company due to indifference from employees. It outlines best practices for greeting customers, providing information, resolving issues, and maintaining a positive attitude. Key topics covered include verbal and non-verbal communication skills like smiling, saying thank you, and quoting customer service experts. The goal is to help supervisors understand how to prioritize customers and make them feel valued.

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    Competence

    Competence Building
    Building Seminar
    Seminar
    for
    for Pit
    Pit Supervisor
    Supervisor

    Basic Customer
    Service
    SBM Dario V. Cordero
    Customer Statistics
    Why customers stop doing business with a particular
    hotel or establishment:
    1% - Die
    3% - Move away
    5% - Develop other friendships
    9% - Leave for competitive reasons
    14% - Dissatisfied with the product
    68% - Quit because of an attitude of
    indifference toward the customer
    by an employee

    Source: Michael LeBoeuf’s How to win customers and keep them for life
    LeBoeuf’s
    • The average business never hears from 96% of its unhappy
    customers. (But 90% or more of them will not visit or buy from tthat
    hat
    business again)
    • For every complaint received, the average company in fact has 26
    customers with problems.
    • Complainers are more likely than non -complainers to do business
    non-complainers
    again with the company that upset them, even if the problem wasnwasn't't
    satisfactorily resolved
    • Of the customers who register a complaint, between 54% and 70%
    will do business with you again if you resolved their complaint. That
    figure jumps to a staggering 95% if the customer feels the probl em
    problem
    was resolved quickly.
    • Customers who hear complained to an organization and had their
    complaints satisfactorily resolved tell an average of five peopl
    peoplee about
    the treatment they resolved.

    Source: A survey conducted by Technical Assistance Research Pro grams,


    Programs,
    Inc. located in Washington D.C.
    BASIC CUSTOMER SERVICE
    • Greeting and meeting customers
    9Verbal Communication
    ƒGood Morning, Good Evening, etc.
    ƒThank You, Good Luck and others
    Six Rules for Saying “ Thank You
    You””
    1. Thanks should be sincere.
    2. Say it – Don ’t mumble it.
    Don’t
    3. Thank people by name.
    4. Look at the person you are thanking.
    5. Work at thanking people.
    6. Thank people when they least expect it.
    BASIC CUSTOMER SERVICE
    • Greeting and meeting customers
    9Verbal Communication
    ƒGood Morning, Good Evening, etc.
    ƒThank You, Good Luck and others
    9Non-verbal Communication
    ƒGesture, Eye contact, Smile, etc.
    Smile Training
    Work miracles with a smile.
    Smile pointers:
    1. What A Smile Says
    2. Smile From Way Down Deep
    3. Let Go and Smile
    4. How to Use Mirror Magic
    5. Develop a Genuine Smile
    A smile is the million -peso asset in
    million-peso
    your human relations inventory …
    inventory…
    USE IT !!!
    BASIC CUSTOMER SERVICE
    • Greeting and meeting customers
    9Verbal Communication
    ƒGood Morning, Good Evening, etc.
    ƒThank You, Good Luck and others
    9Non-verbal Communication
    ƒGesture, Eye contact, Smile, etc.
    • Providing information and services
    • Settling misunderstandings and disputes
    The Customer
    … Are the most important people who will ever be in
    …Are
    the casino.
    … Are those special VIPs who call on the phone.
    …Are
    … Are not interruptions of our work
    …Are …they are the
    work…they
    reason for it.
    … Are individuals with names and feelings.
    …Are
    … Are not people I argue with.
    …Are
    … Are the reasons I have a job.
    …Are
    SERVICE QUOTES
    It takes months to find a
    customer; seconds to lose one.
    The goal of customer service
    is to make people want to do
    business with us.
    Customer service is listening…
    and hearing… what customers
    say and don’t say.
    Customer service, above all, is
    an attitude that the customer
    is our purpose for being.
    Customer service is a smile
    and a pleasant voice.
    Customer service
    is a commitment.
    Customer service makes
    every client feel like
    “the most important”.
    Tell customer you
    appreciate their business.
    Customer service means that
    every employee knows that
    “no one is more important
    than the customer”.
    Always be courteous
    and polite during each
    customer contact.
    Never be
    “the reason”
    A customer doesn't
    come back.
    The customer may not always
    be right, but they are always
    always……

    The Customer.
    “ It is not even whether or not the guest’s
    desired service can be fulfilled that is most
    important… what really counts is the attitude
    with which the guest is treated.”
    - Peter G. Demos, Jr.
    “ Our business is serving the entertainment
    and gaming needs of the public. If we can do
    that better than the other casino hotels, we’ll
    get the business. If we can’t, we won’t get
    the business and we don’t deserve to.”

    - Donald Trump
    Any Question?

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