Gs0 guests


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  • Gs0 guests

    1. 1. A Guest
    2. 2. Who are Guests? <ul><ul><li>The most important person in any business. </li></ul></ul><ul><ul><li>Is not dependent on us. We are dependent on them. </li></ul></ul><ul><ul><li>Is not an interruption of our work, but the purpose of it. </li></ul></ul><ul><ul><li>Is part of our business – not an outsider. </li></ul></ul><ul><ul><li>Does us a favor when they come in. We aren’t doing them a favor by serving them. </li></ul></ul>
    3. 3. <ul><ul><li>A Guest is not just revenue. They are human beings with feelings and deserve to be treated with respect. </li></ul></ul><ul><ul><li>Is a person who comes to us with their needs and wants. It is our job to fill them. </li></ul></ul><ul><ul><li>Deserves the most courteous attention we can give them. They are the lifeblood of every business. </li></ul></ul>Who are Guests?
    4. 4. Facts about Guests <ul><li>The Guest is the business’ biggest asset </li></ul><ul><li>The Guest pays all our salaries wages and bonuses </li></ul><ul><li>The Guest will go where he/she receives the best attention </li></ul><ul><li>There is no profit, no growth, no jobs without the Guest </li></ul><ul><li>Hence, You must be your Guests’ best choice! </li></ul>
    5. 5. <ul><ul><li>A typical dissatisfied Guest will tell 8-10 people about their problem. </li></ul></ul><ul><ul><li>7 out of 10 complaining Guests will do business with you again if you resolve the complaint in their favor. </li></ul></ul><ul><ul><li>If you resolve a complaint on the spot, 95% will do business again. </li></ul></ul>Facts about Guests
    6. 6. <ul><li>Any or all interactions which the Guest has with your organization while conducting business </li></ul><ul><li>It is the ability to provide a service or product in the way it has been promised </li></ul><ul><li>It is also about treating Guests with respect, individuality, and personal attention </li></ul>Guest Service
    7. 7. Guest Service - GUEST <ul><li>G – Greet the Guest </li></ul><ul><li>U – Understand Guest needs </li></ul><ul><li>E – Explain features and benefits </li></ul><ul><li>S – Suggest additional items </li></ul><ul><li>T – Thank the Guest </li></ul>
    8. 8. The Service-Profit Chain Good Service – Satisfied Guests Higher Sales High Revenue/ More profits Higher Incentives/Bonus to Employees Service-oriented employees
    9. 9. <ul><li>Sometimes a guest may have some complaints too… </li></ul>
    10. 10. Complaint Handling <ul><li>Appreciate/Thank the Guest for sharing the complaint </li></ul><ul><li>Apologize for the error / mistake / inconvenience </li></ul><ul><li>Listen actively and nod from time to time showing interest </li></ul><ul><li>Show Empathy – Put yourself in the Guest’s place </li></ul>
    11. 11. <ul><li>Resolve, if it is within your control. If not, bring it to the notice of your supervisors </li></ul><ul><li>If not solved immediately, take down the Guest’s details (name, telephone number, address) to contact with the solution </li></ul><ul><li>Do follow up till the Guest is satisfied </li></ul><ul><li>REMEMBER : Don’t take Guests’ complaints personally </li></ul>Complaint Handling
    12. 12. Different Guests & Handling them
    13. 13. Angry Guest <ul><li>A slight mistake has made the Guest </li></ul><ul><li>Mad. </li></ul><ul><li>How to handle? </li></ul><ul><li>Let the Guest finish talking. Don’t interrupt. Use the pressure cooker method </li></ul><ul><li>Be firm and polite </li></ul>
    14. 14. Demanding Guest <ul><li>The Guest who wants more than you </li></ul><ul><li>can offer. They are not easily satisfied. </li></ul><ul><li>How to Handle? </li></ul><ul><li>Be firm yet polite </li></ul><ul><li>Be professional </li></ul><ul><li>Avoid being too docile but not rude </li></ul>
    15. 15. Passive Guest <ul><li>The Guest who listens to you. Is quite </li></ul><ul><li>meek and extra polite. Will sound apologetic </li></ul><ul><li>when complain. </li></ul><ul><li>How to handle? </li></ul><ul><li>Listen carefully what they have to say </li></ul><ul><li>Sound professional and don’t brush them aside </li></ul><ul><li>Gain their confidence </li></ul>
    16. 16. <ul><li>BUT </li></ul>The Killer Word Don’t use it in the restaurant!
    17. 17. Tips for Good Guest Service <ul><li>Smile </li></ul><ul><li>Make yourself presentable/well groomed </li></ul><ul><li>Greet each Guest as he/she enters your service area </li></ul><ul><li>Smile </li></ul><ul><li>Make any eye contact when speaking to Guests </li></ul><ul><li>Be a good listener and show interest in what the Guest is saying </li></ul><ul><li>Don’t chat with other staff when Guests are around </li></ul><ul><li>Smile </li></ul>
    18. 18. <ul><li>Identify & anticipate needs – Guests don’t just buy products/service; they buy good feelings & solutions </li></ul><ul><li>Make Guests feel important & appreciated </li></ul><ul><li>Avoid rushing or doing too many things at once </li></ul><ul><li>Smile </li></ul><ul><li>Apologize when something goes wrong </li></ul><ul><li>Service a little more than they expect </li></ul><ul><li>Use positive verbal & body language </li></ul><ul><li>Smile </li></ul>Tips for Good Guest Service
    19. 19. <ul><li>Thank You.. </li></ul>