Learn about, building upon hospitable customer service culture, keeping customers close to you, keys to sustaining hospitable customer service culture and stress reduction techniques & maintaining self motivation
2. BUILDING UPON HOSPITABLE CUSTOMER
SERVICE CULTURE
KEEPING CUSTOMERS CLOSE TO YOU
KEYS TO SUSTAINING HOSPITABLE
CUSTOMER SERVICE CULTURE
STRESS REDUCTION TECHNIQUES &
MAINTAINING SELF MOTIVATION
5. 1. WE CAN’T STOP THE CUSTOMERS FROM
COMPLAINING
2. WE CAN’T STOP THE PRESSURE FROM THE
BOSS
3. WE CAN’T STOP THE COMPETITION FROM
OTHER HOTELS
4. BUT WE CAN STOP THE BLAME GAME AND
START TO DO SOMETHING ABOUT IT
23. 1. HANDLE THE PERSON FIRST THEN THE PROBLEM
2. APOLOGIZE
3. SHOW EMPATHY
4. FIND SOLUTION
5. MAKE RECOVERY PROCESS
6. OFFER COMPENSATION ( DEPENDING ON THE
SITUATION)
7. FOLLOW UP
36. INTERPERSONAL TENSION:
ARGUMENTS AT WORK AND
AT HOME
ARGUMENTS WITH HOTEL
GUESTS
MARRIED EMPLOYEES
REPORT GREATER DAILY
WORK STRESSORS THAN
NON-MARRIED EMPLOYEES
48. DON’T TAKE IT PERSONALLY - BE
PROFESSIONAL
TAKE IT AS A LEARNING CURVE
SKILLS & EXPERIENCE COMES WITH A
PRICE
AS A STEPPING STONE FOR YOUR
CAREER PROGRESSION
1. No point in having a beautiful hotel but having ugly customer service
Respect the fact that customers actually pay our salaries and make our profits for us. Make them feel important and appreciated and treat them as individuals, not ciphers. Remain polite, even if they are asking irritating questions, and thank them every time you get the chance.
When something goes wrong, know how to apologise. It's easy, and customers like it. The customer may not always be right, but the customer must always win. Make it easy for customers to complain, and take their complaints to heart. It's an opportunity to improve your service and product.
1.Understand, identify, and anticipate needs. Customers don't really buy products or services; they buy solutions to problems. The better we solve those problems, the more appreciative they are, and the better their experiences in dealing with your business. The better you know your customers, the better you can anticipate their needs. Communicate regularly: Engage in conversations and exchange ideas and you will become keenly aware of their wants and needs—and therefore better able to satisfy them.
Keep your ears—and eyes—open. Hear what the market is saying, open dialogues, and be a good listener. Identify customer needs by asking questions and concentrating on what the customer is really saying. Effectively listening to the customer and giving him or her your undivided attention, even in an online environment, are particularly important.
Encourage and welcome feedback and suggestions from your customers about your service and your product. Provide methods that allow them to offer constructive criticism, comments, and suggestions.
Now you have to respond positively. This is not to say that you have to change your entire business model or product line to suit the demands of various customers. Seek ways to help your customers and give them what they are looking for without compromising your company or products.
In most cases, requests will be fairly straightforward and achievable. Even if they are unreasonable or appear impossible to fulfil, offer to look into the matter and promise to come back with an answer within a specified time period. Look for ways to make it easy to do business with you. And always do what you promise.
Essentially this means fulfilling your promises.Help customers understand your systems. Your organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient, and angry. Take time to explain how your systems work and how they simplify transactions.
Give more than expected. Since the future of all companies lies in keeping customers happy, think of ways to elevate your company above the competition. Consider how to give customers what they cannot get elsewhere. Offer them something that is totally unexpected—give them the "wow" factor.
And thank people for giving your company their valuable time, even when they don't buy.
Break groups into 3
Each gets 1 Job Description - Refer Blue Wave JD
They discuss and later present findings - what are their challenges complying to their Job Description
1. No point in having a beautiful hotel but having ugly customer service
He said that the company's focus was no longer on serving their clients; it became, instead, about "how we can make the most possible money off of them.”
While long-term success depends on quality products and good service, short-term growth is sometimes best achieved by cheating customers.
Employees who are eager to help, but all lack the authorisation to solve your problem.
And that manager just happens to be unavailable at the moment because she is too busy
1.Such as meditation and Yoga, long walks as well as any other physical activity that allows your body to reduce its blood pressure, maintain the breathing rate and reduce the heart rate in order for the body to recover from to being stressed and instead becoming more active!
1.Review your lifestyle and subsequently analyse your diet; large amounts of sugar, processed foods and caffeine can interfere with an individual’s resistance level thus increasing the reactivity of stressful situations.
1.A powerful relaxation technique; every hour or so take deep breaths, allowing your pulse to slow down, muscles to relax, hormonal and digestive systems to proceed with maximum efficiency and thus you feeling more rejuvenated like a mini vacation.