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Capacitacion para resolver quejas; parte 1 se trata de entender el cliente

Capacitacion para resolver quejas; parte 1 se trata de entender el cliente

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    capacitacionLearn day one audio capacitacionLearn day one audio Presentation Transcript

    • CONFLICT RESOLUTION & GUEST SERVICES DAY ONE CONSTRUCTIVE COMMUNICATIONS PRESENTS…
    • CONFLICT RESOLUTION AND GUEST SERVICES: BUILDING A HEALTHY GUEST SERVICES CULTURE VID LINX DAY 1HILTON HOTEL HELL,.WMV CONTINUE AFTER VIDEO
    • WHAT DO WE LEARN FROM THIS??? PEOPLE WILL COMPLAIN WHEN THEY ARE NOT HAPPY… WHEN THEY ARE NOT TAKEN CARE OF…THE INTERNET BECOMES THEIR BEST REVENGE!!!
    • COURSE OBJECTIVES 5 IMPROVE OUR COMMUNICATION LEVEL WITH GUESTS BY UNDERSTANDING; WHY PEOPLE COMPLAIN HOTEL-GUEST DYNAMICS EXPECTATIONS ABOUT SERVICE
    • WORKING MORE EFFECTIVELY GUEST SERVICES TEAM WHO YOU ARE WHAT YOU DO YOUR ROLE IN YOUR SERVICE CULTURE ACCOUNTABILITY INITIATIVE PLEASING AN UNHAPPY GUEST ATTITUDE PREPARATION
    • L.E.A.R.N. : THE PROCESS-EL PROCESO LISTENESCUCHAR NOTIFYNOTIFICAR RESPONDRESPONDER created by and property of christian alexander & lorena perez gomez EMPATHIZEEMPATIZAR APOLOGIZEDISCULPARSE
    • OUR GUESTS…..
    • PRIORITIES 9 IF SERVICE IS NOT YOUR NUMBER ONE PRIORITY, THEN YOU ARE IN THE WRONG BUSINESS! The top three day–to-day priorities of any hotel: 1. 2. 3. SERVICE-MAKE SURE THE GUEST IS HAPPY! SERVICE-IF THE GUEST ISN’T HAPPY, MAKE HIM HAPPY! SERVICE-MAKE SURE THE GUEST GOES HOME….HAPPY! SERVICE SERVICE SERVICE
    • SERVICE 10 CULTURE WHAT IS A “SERVICE CULTURE”? DOES THIS HOTEL HAVE A “SERVICE CULTURE”? DOES OUR “SERVICE CULTURE” LIVE UP TO OUR VALUES AND MISSION STATEMENT? HOW SO AND HOW NO? WE WILL RETURN TO THIS IDEA OF “SERVICE CULTURE” DURING THE COURSE OF THE SEMINAR
    • EXCELLENT SERVICE TERRIBLE SERVICE
    • SERVICE WHAT WE WANT WHAT WILL HAPPEN TREATED WITH RESPECT AND APPRECIATION BEING ATTENDED TO IN A TIMELY FASHION BE GIVEN FULL ATTENTION WHILE BEING ATTENDED TO ?
    • RESOLVING A COMPLAINT OR PROBLEM WHAT WE WANT TO BE LISTENED TO TO BE RESPECTED TO BE UNDERSTOOD AN APOLOGY COMPENSATED IN SOME FORM FOR WHAT WE LOST IN VALUE FOR OUR MONEY WHAT WILL ACTUALLY HAPPEN ?
    • WHAT ARE THESE EXPRESSIONS TELLING US?
    • BODY LANGUAGE FACTORS INVOLVED IN BODY LANGUAGE          POSTURE EYE MOVEMENT AND CONTACT FACIAL EXPRESSIONS YOUR OWN BODY LANGUAGE “THE FIRST IMPRESSION” PHYSICAL PROXIMITY SEATING ARRANGEMENTS HOW WE TOUCH OURSELVES AND OTHERS HOW OUR BODIES CONNECT WITH NON-HUMAN OBJECTS SUCH AS PENS OR CIGARETTES UNIVERSAL FACIAL EXPRESSIONS ARE:       HAPPINESS SADNESS FEAR DISGUST SURPRISE ANGER SOME BODY LANGUAGE' ISN'T WHAT IT SEEMS AT ALL, FOR EXAMPLE:    SOMEONE RUBBING THEIR EYE MIGHT HAVE AN IRRITATION, RATHER THAN BEING TIRED - OR DISBELIEVING, OR UPSET. SOMEONE WITH CROSSED ARMS MIGHT BE KEEPING WARM, RATHER THAN BEING DEFENSIVE. SOMEONE SCRATCHING THEIR NOSE MIGHT ACTUALLY HAVE AN ITCH, RATHER THAN CONCEALING A LIE.
    • THE IMPORTANCE OF COMPLAINTS HOW DO WE FEEL WHEN WE HAVE A COMPLAINT? THE GUEST’S STATE OF MIND &HYPERSENSITIVITY TO PROBLEMS I’M NOT HAPPY BAD FLIGHT, LOS T LUGGAGE
    • THE IMPACT OF THE INTERNET BEFORE THE INTERNET 10 PEOPLE TOLD THE INTERNET AGE TripAdvisor, Facebook, MySpace, etc 1, 000 PEOPLE TOLD, MAYBE MORE!!!
    • A TripAdvisor LETTER “MY WIFE AND I ARRIVED LAST MONTH FOR A ONE-WEEK STAY AT THE SHANGRI-LA HOTEL OUTSIDE OF PUERTO VALLARTA. OUR EXPERIENCE AND IMPRESSIONS OF THE HOTEL WERE NOT PLEASANT. WHEN WE ARRIVED, WE WERE ASSIGNED A ROOM SOMEWHAT FAR AWAY FROM THE MAIN AREA AND WHEN WE GOT TO THE ROOM, WE FOUND IT TO BE KIND OF DARK WITH A STRONG SMELL OF MILDEW. TO MAKE IT WORSE, THE AIR CONDITIONER WASN’T WORKING. WE WERE NOT IMPRESSED AND RETURNED TO THE FRONT DESK TO COMPLAIN ABOUT THE ROOM AND GET MOVED. THE AGENT THAT EVENING AGAIN WAS A LESS THAN OUR DINNER AT THE FRONT DESK SEEMED MIXED EXPERIENCE, AS WERE UNDERSTANDING. ACTUALLY SHE BORDEREDDAY, THE SO WAS GOOD THE FOLLOWING NIGHTS’ DINING EXPERIENCES. THE FOODCALLED AS FAR AS CHANGING ROOMS THE NEXT ON BEING RUDE. SHE EXPLAINED THAT DUE TO THE HOTEL TO BENEVER OUT AND VERY BUT WE FOUND THE RESTAURANTS BEINGSOMEWHAT NOISY. THE MESSAGE ABOUT CHANGING ROOMS SOLD REACHED THE FEW ROOMS HAVING BEEN AVAILABLE FORLACK ANY WARMTH. THE SERVICE, WHILE EFFICIENT, SEEMED TOMOVED TO A (SOMEWHAT) MORNING STAFF. WHILE WE DID GET NEW ARRIVALS THAT DAY, A DIFFERENT ROOM FELT NOT AVAILABLETREATED LIKE A “MAY WAITERS SEEMED TO HAVE TROUBLE COMMUNICATING BEYONDSHE I NICER ROOM, I WAS LIKE WE WERE THAT EVENING. SAID THAT SHE WOULD LEAVE A NOTETHE SERVICE HAD BEEN OF THE TAKE YOUR ORDER” AND THE HOSTESSWITH THE MORNING STAFF TO NUISANCE, NOT A GUEST. IF SAT US IN THE MIDDLE SEE IF A NEW ROOM MIGHT BE THERE WERE TABLES COMPELLED THE RESTAURANT EVEN THOUGH AVAILABLE THEFELT OPEN“BUT SHE BETTER…AND KINDER, I WOULDN’T HAVE NEXT DAY NEAR TO DOUBTED IT”. THE ONLY THING SHE DID DO WAS TO CALL WHILE WE WRITE THISWINDOW IAND BARELY WELCOMED US. LETTER. DIDN’T BOTHER COMPLAINING HOUSEKEEPING TO CHECK ON THE I DIDN’T THINK IT WOULD GET ME WERE THERE SIMPLY BECAUSE MILDEW PROBLEM. ANYWHERE. AS IT IS, I WOULD ADVISE READERS TO LOOK FOR OTHER HOTEL OPTIONS. THIS PLACE DID NOT MAKE US FEEL AT HOME. IT MADE ME FEEL LIKE I WAS AT MY IN LAWS’ HOUSE INSTEAD.
    • OUR GOAL LETTER MY WIFE AND I ARRIVED LAST MONTH FOR A ONE-WEEK STAY AT THE SHANGRI-LA HOTEL OUSIDE OF PUERTO VALLARTA. OUR EXPERIENCE AND IMPRESSIONS OF THE HOTEL WERE MIXED. WHEN WE ARRIVED. WE WERE ASSIGNED A ROOM SOMEWHAT FAR AWAY FROM THE MAIN AREA AND WHEN WE GOT TO THE ROOM, WE FOUND IT TO BE KIND OF DARK WITH A STRONG SMELL OF MILDEW. TOAGAIN WAS A MIXED OUR DINNER THAT EVENING MAKE THINGS WORSE, THE AIR CONDITIONER DIDN’T WORK. WE WERE NOT IMPRESSED AND EXPERIENCE, AS WERE THE FOLLOWING NIGHTS’ RETURNED TO THE FRONT DESK TO COMPLAIN ABOUT THE ROOM AND DINING EXPERIENCES. WE FOUND THE GET MOVED. THE AGENT AT THE FRONT DESK TURNED OUT TO BE ONE RESTAURANTS TO BE SOMEWHAT NOISY AND WHILE OF OUR MORE PLEASANT EXPERIENCES. THE GREATEST IAPOLOGETIC OK, THE FOOD WAS NOT SHE WAS VERY HAD EVER AND UNDERSTANDING ABOUT THE SITUATION. SHE EXPLAINED THAT TRIED. AGAIN THOUGH, THE SERVICE MORE THAN DUE TO THE HOTEL BEING SOLD OUT AND VERY FEW ROOMS HAVING MADE UP FOR THESE COMPLAINTS AND I WAS BEEN AVAILABLE FOR NEW ARRIVALS THAT DAY, AKIND, AND ROOM IMPRESSED HOW GENUINE, DIFFERENT WAS NOT AVAILABLE THAT EVENING BUT THAT SHE WOULD MAKE A ACCOMODATING THE STAFF WERE WHILE WE WERE ROOM MOVE A PRIORITY FOR THE NEXT DAYBETTER CARETHETHE THERE. MANAGERS, TAKE (WHICH, BY OF WAY HAPPENED THE NEXT DAY IN A VERY EFFICIENT AND HOSPITABLE HOTEL FACILITIES AND YOU WILL HAVE A VERY NICE MANNER). IN THE MEANTIME, SHE CALLED ONE OF THE PRODUCT. KEEP ENCOURAGING THE GREAT SERVICE RESTAURANTS AND MADE A PRIORITY RESERVATION DIFFERENCE AND IT WILL BE HARD TO TELL THE FOR US. SHE ALSO CALLED HOUSEKEEPING AND THE MORE WELL KNOWN HOTEL SENT THEM TO DO A CLEANING. BETWEEN YOU NAMES SUCH AS MARRIOTT OR HYATT.”
    • AN ENEMY NAMED “AVERAGE” DEFINITION DAY, MEAL, PERSON, MOVIE, S ONG HOW IS AVERAGE OUR “ENEMY”? WHERE DO WE FALL INTO AVERAGE? WHEN IS AVERAGE ok (MOST CURRENT TRIPADVISOR SCORES)
    • PERCEIVED VALUE IT’S WHAT IS IMPORTANT TO ME (INTERNET, COMFORTABLE BED, GOOD LOCATION, ETC)
    • •RATE THEM 1-4 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. LONG WAIT FOR TOWELS NOISY NEIGHBORS – NO HELP FROM SECURITY MALFUNCTION IN ROOM ROOM NOT CLEANED WRONG ROOM TYPE MINI BAR NOT FILLED PAID FOR INTERNET-DOESN’T WORK RUDE WAITER POOR QUALITY FOOD ROOM INFESTED WITH INSECTS MADE TO WAIT FOR CHECK IN POWER SURGE FRIED COMPUTER NO VOICE MAIL OR MESSAGE SYSTEM CALLS DIRECTED TO WRONG ROOM MISSED WAKEUP CALL-MISSED FLIGHT/RESERVATION
    • •RATE THEM 1-4 •TEACHER SAYS…. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. LONG WAIT FOR TOWELS-2 NOISY NEIGHBORS – NO HELP FROM SECURITY-3 MALFUNCTION IN ROOM-2 ROOM NOT CLEANED-2 WRONG ROOM TYPE-3,4 (DEPENDING ON NUMBER OF PEOPLE IN RES) MINI BAR NOT FILLED-1 PAID FOR INTERNET-DOESN’T WORK-2 RUDE WAITER-4 POOR QUALITY FOOD-3 ROOM INFESTED WITH INSECTS-2 MADE TO WAIT FOR CHECK IN-3 POWER SURGE FRIED COMPUTER-4 NO VOICE MAIL OR MESSAGE SYSTEM-2 CALLS DIRECTED TO WRONG ROOM-3 MISSED WAKEUP CALL-MISSED FLIGHT/RESERVATION-4
    • WHICH SOUNDS WORSE? NOW LATER
    • WHICH SOUNDS BETTER? NOW LATER
    • VID LINX DAY 1How Much Are Customers Worth.wmv $$$
    • WHICH SOUNDS BETTER? LATER START WITH ONE PESO…DOUBLE THE AMOUNT EVERY DAY FOR 30 DAYS RIGHT NOW!! ONE MILLION PESOS!!!
    • YOU HEARD ME… $536,870,912
    • BRAINSTORM FORM INTO GROUPS….. USING A RATING FROM 1-4, “1” BEING A MILD COMPLAINT OR SITUATION AND EASY TO RESOLVE AND “4” BEING A COMPLAINT OR SITUATION THAT SOUNDS ALL THE ALARMS, THINK OF TWO COMPLAINTS FOR EACH LEVEL (TWO MILD COMPLAINTS, TWO EXTREMELY SERIOUS COMPLAINTS ETC.)
    • RECAP DEFINITIONS & EXPECTATIONS ABOUT SERVICE READING & UNDERSTANDING OUR CLIENTS BEING “AVERAGE” & PERCEIVED VALUE IMPACT OF THE INTERNET SHORT & LONGTERM
    • INTERMISSION THIS CONCLUDES THE FIRST PART OF THE TRAINING. WHAT HAVE YOU LEARNED SO FAR? THE NEXT SECTION WILL DEAL WITH THE FRONT DESK AND GUEST SERVICES TEAM AND HOW THEY ARE PREPARED FOR COMPLAINT RESOLUTION AS WELL AS WHAT WE CAN DO TO BETTER EQUIP THEM IN ALL ASPECTS OF GUEST RELATIONS VID LINX DAY 1Satisfying With a Profit.wmv
    • ABOUT US  CONSTRUCTIVE COMMUNICATIONS (AMERICAN ENGLISH HOSPITALITY & COMMUNICATIONS GROUP) ES UN GRUPO QUE OPERA EN LA ZONA DE PUERTO VALLARTA/RIVIERA NAYARIT. NOS DEDICAMOS A EXCELENCIA EN LA FORMACION DE LA CULTURA SERVICIAL. PARA MAS INFORMACION  CONSTRUCTIVE COMMUNICATIONS (AMERICAN ENGLISH HOSPITALITY AND COMMUNICATIONS GROUP) IS A GROUP WHICH OPERATES IN THE PUERTO VALLARTA/RIVIERA NAYARIT AREA. WE ARE DEDICATED TO EXCELLENCE IN THE FORMATION OF SERVICE CULTURE. FOR MORE INFORMATION
    • CONTACTANOS/CONTACT US  CELL 322 191 8348 (8346 para MENSAJE-MSG)  PHONE 329 291 0860 (MEXICO)  FACEBOOK: AMERICAN ENGLISH HOSPITALITY & COMMUNICATIONS GROUP  HOTMAIL: ConstructingCommunication@hotmail.com