2. Customer Service
facilitated by Alfredo V. Primicias III
2
•Started as crew
member of a
fast food chain
•Developed and
implemented several
CS programs for
agents and FOH
personnel
•Licensed facilitator for
Service Plus (DDI)
•Service- Leadership
•Name
•Years in current role
•What do I want to
share back to my team
brought by what I’ve
learned today?
•What is Customer
Service?
3. Customer Service
facilitated by Alfredo V. Primicias III
3
1
Customers are
treated well because
they are the reason
why my company
exists.
True or False?
TRUE
2
It is easy to WIN
customers back
when we FAIL to
give them our
promise.
True or False?
FALSE
3
We should say
SORRY all the time
to our
customers, especiall
y when we did a
mistake.
True or False?
FALSE
4
Smiling to
customers is a form
of customer service.
True or False?
TRUE
5
Customers
appreciate the effort
of calling them by
their names.
True or False?
TRUE
4. Customer Service
facilitated by Alfredo V. Primicias III
4
SITUATIONANALYSIS
Jill is a front-office associate. She is newly promoted
(F&B personnel). This new role, for Jill, is plagued by
several personal challenges, namely, she is a new single-
mom. Then on Sept. 18, a critical incident happened.
Jill was on her way to work when her ‘nanny’ called her
and said she can’t baby sit. Jill can’t afford not to work
since she has been absent for 3 days already.
Jill desperately looked for a nanny– she found one but caused her to be late
for 2 hours at work.
The Aquino family has been regular customers of the hotel. In fact Dr Joel
proposed to his lovely wife at the balcony of the suite. And for this year,
they’re full of joy as they have their new baby boy Joaquin.
They’ve made their reservations in the hotel where Jill works. Reservation
date is on Sept. 18.
5. Customer Service
facilitated by Alfredo V. Primicias III
5
SITUATIONANALYSIS
It’s Sept. 18. Jill just came out of her manager’s room. She was
given a coaching session about her tardiness. She rushed to the
front desk to fulfill her duties.
Dr Joel and family was standing on the area where Jill is positioned.
Jill: (waving her hand) Good morning. How may I help you?
Dr Joel: Hi, my family and I are regular clients and we’ve made
reservations. I’ve talked with…
Jill: (interrupting) I know that’s why I am asking for your name, sir!
Dr Joel: There’s no need to be rude– I’m just saying…
Jill: Please give me your name so that I can process your
reservation, sir!
Dr Joel: I’d rather not, may I speak with your manager.
Being the manager, what will you do?
•Process Flow
•Script/ Dialogue
•Role Playing
