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Omni Hotels Importance Of Customer Service
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Omni Hotels Importance Of Customer Service



Basic customer service traning

Basic customer service traning



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Omni Hotels Importance Of Customer Service Omni Hotels Importance Of Customer Service Presentation Transcript

  • The Importance of Opening & Closing a Reservation Call Jeanette Nixon
  • Make a Lasting First Impression !
    • Tom Peters tells us that 70%
    • of customers hit the road
    • not because of price or product
    • quality issues, but because
    • they did not like the human side
    • of doing business with the individual providing the service.
            • Everyone has an opinion as to what defines great customer service. This presentation will outline the basic techniques and importance of opening and closing a reservations phone call.
            • What type of impression is your "phone" voice making?
  • Agenda
    • Standing Out
    • Your Curtain Call
    • Voice
    • Listening
    • Identify Needs
    • Transferring Calls
    • Placing customers on hold
    • Resolving Conflicts/Complaints
    • Closing
    • Courtesy
    • Summary
    View slide
  • Overview
    • At Omni Hotels, we are concerned about expanding markets and attracting new customers, because they are our source of new income. We want to focus on retaining the customers we have, as well as obtain new ones.
    • Remember, for every customer we win, there are dozens of competitors who are trying to take customers from us.
    • We are committed to providing outstanding customer service and this is why we are all here today .
    View slide
  • Omni Customer Service
    • -providing respect.
    • -being courteous, helpful, interested and polite.
    • -the ability of our organization to constantly and consistently give the customer what they want and need .
    • EXCELLENT Customer Service:
    • -the ability of our organization to constantly and consistently exceed the customer's expectations
    • -The set of shared attitudes, values, goals, and practices that characterizes our company and makes us stand out from the rest while continually exceeding the customer’s expectations.
  • Standing Out
    • Q: Do you think all businesses can really distinguish itself through superior customer service?
    • A: Absolutely, but it can't happen overnight. Good service is extremely hard to find these days. As a consumer, we are always on the lookout for good service and become frustrated by how seldom we see it. It’s usually the result of a single person going out of their way to provide the service and not the policies or practices of the business.
  • Your Curtain Call
    • SECOND RING RULE: Answer the phone by the second ring. People are not inclined to wait much longer and will assume you are not available and hang up.
    • BE AWARE of what you are going to say in your greeting. Then practice and rehearse BEFORE you pick up the phone.
    • BE PROFESSIONAL : People do judge you by the tone of your voice. Increase your image by sounding professional in everything you do over the phone. It will make a BIG difference in your image.
    • PREPARE : Have a mirror so you can check the smile on your face to equal it in your voice. Have a note pad and pen by your phone at all times. Write down the caller's name and use it during the conversation
    • ANSWER:
      • Say,” Good morning or good afternoon." (Use these words to trigger a smile)
      • Sincerely thank them for calling Omni Hotels
      • This is : (CLEARLY SAY YOUR NAME: Make absolutely sure the caller will understand your name. Consider spelling your name if hard to pronounce or is not a common name.)
      • Ask, “How May I help you?”
      • Listen carefully to their request without interrupting.
  • V o i c e T o n e
    • CHECK YOUR VOICE . Do you sound bored, detached, indifferent, tired, unenthusiastic ? Or, happy, excited and ready to help ?
    • PHONE ETIQUETTE - Whether you are answering or initiating a call, always remember who the customer is. Be polite. Try “ Yes sir/ma’am ” instead of “ yep ” and “ nope ”. If you don’t have an answer for your customer - offer to do some research to find what they are inquiring about.
    • SLOW DOWN : Don't speak too fast. Especially if you have an accent. Match their speaking pace. Is it slow, fast? If you are hard to understand or the listener has to ask you to repeat yourself several times, your company’s reputation is slipping in their mind.
  • Listening
    • BE AN ACTIVE LISTENER : Take notes, ask for correct spelling. By putting active listening into practice you will become more comfortable communicating with people and find yourself applying active listening to more of your everyday interactions.  Go get active, and listen, really listen .
    • CONCENTRATE on what the other person says.
    • ACKNOWLEDGE what they say  with verbal  clues such as, “yes”, “ok”, “I see”
    • RESPOND with your face and body, using nonverbal clues such as leaning forward, nodding you head, or through a facial expression
    • TAKE NOTES , but do not focus all your attention on the note taking
    • ALLEVIATE the opportunity for distractions
    • AVOID assumptions
    • ASK questions  for understanding or to clarify their needs.
    • DON’T INTERRUPT ; give the other person time to complete their thoughts
  • Identify Needs The process of asking questions will clarify the customer's needs and give you a clear idea of what they are asking from you.
    • Use open questions:
    • How, what, where, when, why… encourage the customer to talk
    • Use closed questions:
    • Those that can only be answered with a yes/no. This gives us specific information
    • When people want something they have their own criteria, which you will need to establish.
    • People make decisions on only two levels; Logic and Emotion. Their logical behavior wants to know if the solution they are choosing is correct. Their emotional behavior is asking for reassurance that their decision is a good one and they are not making a mistake.
    • One of the key issues is being able to ask questions, then listening to the answer without interrupting
  • Transferring Calls
    • When a call must be transferred, make certain to identify the person and the extension that you are transferring to.
    • -Say: “Tim Connor can help you and his
    • extension is 543. I will transfer you and
    • stay on the line until he answers.”
    • When the employee answers, introduce the caller and his need .
    • - Say: “Tim, I have Mrs. Inez Stewart
    • on the line. She would like to speak with
    • you about....
  • 06/06/09 Placing Caller on Hold Callers, who are put on hold, should be checked every 20 to 30 seconds. High quality service means you never keep people in the dark wondering whether or not they have been forgotten
      • 1. Pose a question to the caller that includes an action step. If a callers must be placed on hold, give them a choice.
      • -“I need to leave the line for a few minutes to check that information, would you like to hold or may I take your number and call you back?”
      • 2. Activate the hold with a courtesy word or phrase.
      • -Thank you. -Thanks. -Great; I’ll be right back.
      • 3. Recall the customer to the conversation by speaking their name putting a question mark in your voice tone.
      • -Mr. Jones? -Sir?/ Ma’am?
      • 4. Add a courtesy phrase and resume the conversation.
      • -Thank you for waiting; your application was received… -Thanks for holding for me; your application was received…
  • Resolving Conflicts/Complaints
    • Rule #1: Listen! When customers complain there is a reason. More importantly, it is an opportunity to learn something, so hear them out without interrupting or arguing.
    • Rule #2: Don’t take it personally. Customer complaints are about products or service that did not live up to their expectations or the marketing hype. Taking it personally, getting defensive, or getting angry only makes the situation worse
    • Rule #3: Offer a sincere apology for the inconvenience. Put yourself in your customer's shoes. Remember what it feels like when something you have purchased did not do the job it was supposed too, or caused an even bigger problem than the one it was supposed to solve.
    • Rule #4: Never say, “It’s not my job or my responsibility.” If you work at the company - it is your job! Make a personal commitment to do whatever it takes to fix the problem even if it is not in your job description.
    • Rule #5: Be Patient – Remember, you can learn how to become a great customer service representative, but customers never learn how to be great customers.  Become and remain pro-customer for the betterment of your company, daily work environment, and for your general well-being. 
    • Rule #6: We must always put ourselves in their shoes. Practice being understanding, patient, respectful, and forgiving Being a customer service representative in a Call Center places us on the other side of the counter, but our minds should always be where the customer stands. . 
  • Closing
    • REAFFIRMING INFORMATION: Confirm the information and go slow. Most likely they are writing down the details. Make it easy for them. Repeat the information.
    • YOUR NAME, COMPANY NAME : Leave the listener with all the information they will need to know about you
    • ALWAYS THANK THE CALLER: Even if you could not help them or they decided not to make a reservation. Leave them with a positive impression of you and Omni before they hang up.
    • MAKE IT EASY FOR THEM TO CALL BACK: Tell them to be sure to call if they have any questions or problems. Give them a phone number
    • -Say: “I’m glad I could help you, Ms. Johnson"; or “Call again anytime, Mr. Johnson”; or “It’s always good to talk with you, Mr. Jones.” Then let the caller hang up first.
  • Courtesy
    • The cornerstone of Customer Service is Communication. If you can listen intently to your customers' spoken and unspoken needs, communicate your commitment to those needs, and deliver on that commitment, your Customer Service skills will serve you and Omni Hotels very well
  • Summary
    • Be Knowledgeable – You must demonstrate a strong knowledge of your products and/or services, as well as a strong knowledge of the needs of your customer.
    • "If you work just for money, you'll never make it, but if you love what you're doing and you always put the customer first, success will be yours."
    • Great customer service skills really drive an outstanding sales experience and that is an invaluable trait that will allow you to grow here at Omni Hotels.