The facts are that: 73% of people will tell you if they are dissatisfied 48% of the most serious problems are sales and delivery related 52% of those who don’t complain believed it wouldn’t help to contact you. But it doesn’t stop there. The most disturbing facts are: 66% of those who complain are not satisfied with the way their complaint was handled 90% of those who are dissatisfied will not purchase from you again each dissatisfied complainant is likely to tell 9 others of their bad experience.
A MOMENT TO REMEMBER HELMY VRAMERRYAN SERVICE EXCELLENCE TRAINING I AUGUST 22-23, 2012
BE ALERT TO GIVE SERVICE.WHAT COUNTS A GREATDEAL IN LIFE IS WHAT WEDO FOR OTHERS.ANONYMOUS
AT THE END OF THE TRAINING …1. Understand the importance of excellent service in the hotel industry2. Have to possess excellent service attitude toward customers3. Increase MY revenue
FACT ABOUT CUSTOMERS ??Who is our GUESTs? - the most important person in the business - not a cold figure or numbers in statistic - a human being with feelings, emotions, biases, prejudices - not someone to argue or debate with - always wins an argument and always right most of the time
FACT ABOUT CUSTOMERSIs all our GUESTsimportant?
MOST IMPORTANTVISITORS ON OURPREMISES. THEY ARENOT DEPENDENT ON US –WE ARE DEPENDENT ONTHEM.UNKNOWN
FACT ABOUT CUSTOMERSWhy guests complaints& leave? - poor service - rudeness - disrespect - lack of courtesy - poor work attitudes
CUSTOMERS DIS-SATISFACTION RESULTS … Offensive action Silent action - Menuntut ganti rugi - Pindah ke lain hati - Law suit - Menyebarkan complain - Komplain ke media - Mempengaruhi orang - Komplain ke otoritas lain yang berwenang
FOR THE RIGHT ATTITUDE…DOI AM SINCERE AND I WANT TO HELPI AM ALWAYS PREPAREDI TAKE TIME TO BREATH AND CONTROL MYRESPONSEI ALWAYS MAINTAIN A GOOD, POSITIVE FRAMEOF MINDI BELIEVE IN WHAT I AM DOING DON’T X Think when your shift finishes X Think your personal problems X Think negativities X Assume
SHOUT!SAYA TULUS IKHLAS!SAYA MAU MENOLONG!SAYA SELALU SIAP!SAYA TENANG DAN TIDAK PANIK!SAYA SELALU BERPIKIR POSITIF!SAYA YAKIN YANG SAYA KERJAKAN!SAYA SELALU SENYUM!
STEP #2: UNDERSTAND YOUR CUSTOMERS th y Em pa rt felt/ He a e it y on tan Sp ty iosi Cur
STEP #3: DEVELOP IMPRESSIVEPERSONALITY Are you neat? Are you careful about cleanliness? Appearance Do you have a good posture? Do you watch your facial expression? Do you have a ready SMILE? Do you have a weird manners?
STEP #3: DEVELOP IMPRESSIVEPERSONALITY Do you have pleasant modulated tone of voice? Are you smart to choose your words? Do you show interest in your expressions? Expressions
STEP #3: DEVELOP IMPRESSIVEPERSONALITY Have an effort to improve memory? Are you observant? Are you attentive? Are you mature? Are you understanding/thoughtful? Intelligence
STEP #3: DEVELOP IMPRESSIVEPERSONALITY Are you cool? Is your temper under control? Are you discipline yourself? Do you avoid self-pity? Emotions
STEP #3: DEVELOP IMPRESSIVEPERSONALITY Do you read books/mags? Do you attend course? Do you have knowledge of music or science? Do you have a hobby? Interests
STEP #3: DEVELOP IMPRESSIVEPERSONALITY Are you sympathetic? Are you thoughtful? Do you talk less and listen more? Do you try to help others as far as you can? Social adaptation
Verbal Impact What you sayVocal ImpactHow you say Visual Impact How you look
STEP #4: I AGREE TO … Be enthusiastic Act in a positive and cheerful manner Do the best for our guests Make good first impression and memorable
Let’s discuss …1. WHAT MAKES CUSTOMERS COMPLAIN?2. WHAT ATTEMPT CAN YOU & YOUR DEPARTMENT DO TO MEET STANDARD SERVICES?3. IMAGINE WHAT CAN YOU DO TO MAKE YOUR GUESTS HAPPIER AND SURPRISE WITH YOUR SERVICE? Be everywhere, do everything, and never fail to astonish the customer. Macys Motto