Scribd Logo
Upload

Welcome to Scribd!

  • 61 views

    Customer Service Training 2020

    Uploaded by

    Joseph Louis Bautista
    This document provides training materials for customer service in the hospitality industry. It discusses key aspects of customer service including having a positive attitude, understanding the customer's needs, and providing excellent service. It emphasizes treating every customer with respect and focusing on customer satisfaction. Effective communication, complaint handling, and adapting to different customer profiles are important for success.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    Customer Service Training 2020

    Uploaded by

    Joseph Louis Bautista
    61 views38 pages
    This document provides training materials for customer service in the hospitality industry. It discusses key aspects of customer service including having a positive attitude, understanding the customer's needs, and providing excellent service. It emphasizes treating every customer with respect and focusing on customer satisfaction. Effective communication, complaint handling, and adapting to different customer profiles are important for success.

    Original Title

    customer service training 2020

    Copyright

    © © All Rights Reserved

    Available Formats

    PPTX, PDF, TXT or read online from Scribd

    Did you find this document useful?

    Is this content inappropriate?

    This document provides training materials for customer service in the hospitality industry. It discusses key aspects of customer service including having a positive attitude, understanding the customer's needs, and providing excellent service. It emphasizes treating every customer with respect and focusing on customer satisfaction. Effective communication, complaint handling, and adapting to different customer profiles are important for success.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    61 views38 pages

    Customer Service Training 2020

    Uploaded by

    Joseph Louis Bautista
    This document provides training materials for customer service in the hospitality industry. It discusses key aspects of customer service including having a positive attitude, understanding the customer's needs, and providing excellent service. It emphasizes treating every customer with respect and focusing on customer satisfaction. Effective communication, complaint handling, and adapting to different customer profiles are important for success.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    You are on page 1of 38

    CUSTOMER

    SERVICE
    TRAINING
    2020
    Prepared by: Mr. Joseph Bautista Dimaano, CTP
    Exclusive for the: Philippine Councilor’s League
    THE
    HOSPITALI
    TY
    INDUSTRY Welcome to You,
    The Future Hospitality Industry Leaders!
    HOSPITALITY

    From the French word “hospice…


    “To provide care/shelter for travelers
    PINEAPPLE
    Symbolic of…
    Welcome
    Friendship
    Hospitality
    CHARACTERISTICS OF THE
    HOSPITALITY INDUSTRY
    Opens 365 days a year
    24 hours a day
    Those on their way to senior positions work 10 – 12 hours per day
    Evenings and weekends are also included
    So we have to accept the fact that we will be working while others are enjoying
    CHARACTERISTICS OF THE
    HOSPITALITY INDUSTRY
    Largest and fastest growing industry
    Emphasis on service, and guest satisfaction
    Product is intangible and perishable
    No such thing as business hours
    Characterized by shift work
    WE MAKE EVERY EFFORT
    TO MAKE OUR
    CUSTOMER HAPPY AND
    TURN HIM/HER TO
    RETURN THUS
    BECOMING FROM A
    CUSTOMER TO “GUEST”.
    HOTEL OPERATIONS
    The ABC’s of Customer Service
    •A - Attitude
    •B - Business knowledge
    •C - Customer-oriented
    The 123’s of Customer Service
    •Deal with 1 customer at a time
    •Customer service is a 2-way exchange
    •Solve or identify issue in 3 minutes (or
    less)
    Sins of service…
    5. Robotics
    1.Apathy 6. Rule book
    2.Brush-off 7. Runaround
    3.Coldness
    4.Condensation
    Success…
    Focus on the guest
    Understand the role of the guest-contact employee
    Weave a service culture into education and training
    systems
    Thrive on change
    Examples in a restaurant…
    Guest calls for reservation
    Guest tries to find restaurant
    Guest parking
    Guest welcome
    Guest is told table is not ready
    Guest goes to lounge for a cocktail
    Service…
    Ensures consistency
    Participative process that involves all departments
    Continuous process
    Should be an integral part of the mission
    It’s simply EXCITING
    The Importance of Customer
    Service
    Retailing has become a Superior customer
    service business. Product service leads to sales.
    and the experience are Simply put, customers
    now equal buy because of a
    considerations in the positive shopping
    customer's mind. experience.

    Superior customer
    Customer service
    service leads to positive
    enhances the image of
    word of mouth
    the institution.
    advertising. This is
    priceless!
    Key Customer Service Factors
    Customer Value the long-
    Don't judge a People buy into Your
    service is term repeat
    customer by people — they appearance
    different things business of your
    their don't just buy matters too
    to different customer
    appearance product
    people

    First impressions
    Customer service The person in a count, especially if
    should be flexible coat and tie could the visitors have a
    Customers, short time to spend
    Understand how be the shoplifter
    in the shop. Identify and
    your customer and the person including tourists,
    So, how we are
    profile changes looking a bit like to get to recognize these
    dressed affects the
    throughout the raggedy could be know the sales buying attitude of repeat customers,
    year, and adapt the millionaire staff. the customer. You and cater to them.
    your customer who is interested should be dressed in
    service to these to check in at the a manner that
    enhances the image
    changing needs. Hostel.
    of the institution.
    Key Customer Service Factors
    Actions speak
    Listen to your Is the customer Busy but
    louder than
    customers always right? available
    words.

    We have two ears It is less important


    and one mouth, what you do than Of course not, but
    which are reflective how it is perceived.
    of about the
    they should feel 'Busy but available'
    A simple gesture for
    like they are is a philosophy that
    percentage of time one customer, can
    right. There is no suggests a staff
    we should be be greatly person be kept on
    listening versus appreciated, while value in arguing
    the floor, especially
    talking. A customer another customer with the during active times,
    with a complaint or considers a more customer. busy doing things,
    a suggestion is a difficult task Arguing only but at the same time
    blessing because routine. Under
    they generally raise
    leads to negative available to the
    promise, over customer.
    valid issues that are deliver. word of mouth.
    actionable.
    Key Customer Service Factors
    Staff and Volunteers
    Invest in making your team happy.
    Clear communication, effective policies, excellent staff training, and creative problem-solving
    techniques are all necessary components of excellent customer service.

    INSPIRE LEAD CONSISTENCY


    & BY & KNOWLEDGE
    MOTIVATE EXAMPLE EFFICIENCY

    COMMUNICATION INCLUSION TRAINING REWARD


    WHO IS THE CUSTOMER?
    FRIEN VOLUNTEE
    DS RS

    COMMUNI FUNDE
    TY RS

    YO
    COLLEAG
    U VISIT
    UES
    OR
    COLLABORAT LOCAL
    ORS
    &
    GOVERNME
    FREELANCERS NT
    WHAT DOES IT MEAN TO
    YOU?PRID MOTIVATI
    SUCCES ON
    S E CONFIDEN
    CE

    ENJOYMEN
    T
    SATISFACTI YO HAPP
    ON
    Y
    FULFILMEN
    T U
    RECOGNITI ENTHUSIAS
    ON SENSE M
    COMPLIME OF
    NTS ACHIEVEME
    NT
    HOW TO DELIVER
    I CAN
    MAKE A TAKE
    DIFFERENC OWNERSHIP
    E &
    I AM THE RESPONSIBIL
    DIFFERENC ITY
    E
    YO
    A
    U
    COMPLAIN BE
    T IS PURE
    GOLD
    OPTIMIS
    TREASURE TIC
    IT!
    HAVING A “CAN DO”
    ATTITUDE
    This section is all about how to achieve a professional and positive mind set, emotions,
    language and behaviour

    NO CAN
    “CAN DO”
    DO
    FOCUS
    (In the black) FOCUS
    (In the red)

    Positive Empathetic Negative Defensive


    Energetic Open Angry De-motivated
    Happy Listens Frustrated Fearful
    Optimistic Appreciative Resentful Intimidating
    Motivated Determined Pessimistic Overwhelmed
    Helpful Pro-active ArgumentativeDiscouraged
    Confident Considerate Unhappy Sarcastic
    Productive Solution-focussed Blame Not Listening
    Enthusiastic Co-operative Vulnerable Rude
    Resilient Rewarding Self-pity Excuses
    BEING ‘IN THE RED’
    WHAT HOW DO
    YOU
    TRIGGER FEEL/BEHAV
    S IT? E?

    YO
    U
    WHAT
    WHAT IS
    DOES IT
    THE
    IMPACT? COST
    YOU?
    MOVE BACK ‘INTO THE
    BLACK’
    What are some of the things you can do to move yourself back ‘into the Black’

    What CAN I control?


    What CAN I do?
    What else CAN I do?
    What am I willing/prefer to
    do?
    “CAN DO” What is my responsibility to
    NO CAN DO do?
    FOCUS What are my choices?
    FOCUS What are my possible
    solutions?
    I CAN Choose What are my options?
    Unable to
    and Control my What are my alternatives?
    Control or What is possible?
    Response and What is a way forward?
    Influence
    Influence What is my next step?
    What is the positive?
    What CAN I be grateful for?
    What is my goal?
    What positive, constructive or
    empathetic action CAN I take?
    POSITIVE FIRST
    RESPONSE
    This structure can be customised and personalised to any situation

    COMPLAI
    REQUEST QUESTION
    NT
    FIRST IMPRESSIONS COUNT
    So getting your meet and great is extremely important!

    Greeting
    Greeting
    Face-to-
    Telephone
    Face

    Look at the person


    Acknowledge, smile and greet
    Thank the person for waiting
    (if they have been waiting)
    Address the person by name Good Morning/ Afternoon
    (If you know them) Organisation and/or Dept
    Introduce yourself and This is …
    position How can I help
    (if they don’t know you)
    Handshake or other
    appropriate contact
    Offer of help
    POSITIVE FIRST
    RESPONSE
    REQUEST QUESTION

    IF YOUR ANSWER IS…

    NOT SURE
    NO
    YES MAYBE
    DON’T
    DISSAPOINTI
    NG
    KNOW

    • I can look into that • Explain what you Can DO


    • Certainly • Explain what you are
    • Yes, of course • Let me find out for you
    unable to do
    • I would be delighted • Let me see how I can • Give suggestions or
    to… help you alternatives
    • I CAN DO that • May I ask you a few • Be constructive and
    questions/ empathetic
    Positive First Response
    COMPLAINTS, CRITISISM, DISSATISFACTION &
    FRUSTRATION
    PLEASED SURE SORRY

    Express commitment and Apologise, express


    Show your appreciation
    confidence empathy and care

    I am confident that I can


    I am glad you brought this I want to genuinely
    find a positive way
    to my attention. apologise for the situation
    forward

    GLAD CONFIDENT
    HAPPY I CAN/ I WILL REGRET
    ASSURE/ REASSURE
    THANK YOU CERTAIN
    APOLOGISE
    I’M GRATEFUL POSSITIVE DISSAPOINTED
    IT’S GOOD THAT PROMISE/ GUARANTEE
    Review Review Review
    Never think it’s finished! Commit to review your services frequently and constantly ask ‘Is this
    the best we can be?’.

    Use professionals to test out


    Encourage visitors to write
    the experience and give you an
    reviews.
    independent review.

    Walk the customer journey


    Training and development of
    from kerb to kerb (even from
    staff is an ongoing
    the suggested carpark) and
    commitment.
    challenge everything you see.
    + +
    Key Review
    Visitor Experience “Being in the Black” Review
    Factors Review

    Happy Happy
    =
    Confident Satisfied
    Knowledgeable
    Staff + Grateful
    Visitor

    You might also like