7. Why do we need to develop
customer service skills?
ďŹCustomer facing situations require
service skills
ďŹWhen customer experiences
go wrong, the staff need to deal
with the outcomes
8. ďŹIn order to carry out and make
a reality the vision-mission of the
company and its objectives
ďŹCustomers regard justice as
important to how their
complaints are dealt with
20. YOUR ROLE AS A SERVICE PROVIDER
The success of any
organization depends on
good customer service.
You are the voice of the company and the
person that the customer will remember once
their visit with your company is finished.
23. MUST ACQUIRED SKILLS
COMMUNICATION SKILLS
Communication is the core of all customer relationships
CLARITY OF WORDS
CLARITY OF RESPONSES
SPOKEN LANGUAGE/ DIALECT
25. LISTENING SKILLS
A very important element of the communication
process is listening, which can be a very difficult
skill to use well.
As a customer service representative,
it is vital to be a good listener.
26. Effective Listening
ďPrepare yourself to listen
ďConcentrate on what is being said
ďUse summarizing statements
ďTake notes
ďHold your tongue, donât interrupt
27. ďUse conversation cues if the caller is getting long
winded
ďListen between the lines
ďUse questioning and restating techniques
ďPractice positive listening habits
Effective Listening
28. How can I improve my listening skills?
PRACTICE CONCENTRATION
Concentrating successfully
can be a difficult task. Therefore,
it is important to practice
this skill. You can improve
your ability to concentrate
by eliminating noise from
your surroundings and focusing
on your customerâs problems.
29. How can I improve my listening skills?
DEVELOP GENUINE INTEREST
instead of turning a customer out when the
information they are giving is not important
to their situation, good listeners find useful
materials in every message.
30. WAIT BEFORE RESPONDING
let what the caller/ speaker had said sink in for a moment
before you respond.
How can I improve my listening skills?
32. TELEPHONE HANDLING SKILLS
The customerâs impression of you and your
organization is influenced almost entirely by
what you say and, even more so, by how
you say it. Your voice reveals what you think
and feel regardless of what words you use.
36. TONE
Tone is the overall vocal quality that
communicates how you are feeling in general, as
well as how you are feeling toward the person
with whom you are communicating
41. Good Morning, HR Department,
This is Martha, How may I
help you?
Good Morning, Thank you for calling
Sarrosa International Hotel, This is
Martha, How may I help you?
Phone Etiquette
42. âThank you for waiting, Madame/Sir. Unfortunately Ms. ________ is not
available. Would you like to leave a message?â
ďŹWhen the caller leaves a message.
Get the name, phone number, and message. Take note of the time and
date and
repeat what the guest have said in order to clarify the message.
ďŹNobody Answers The Telephone
43. On Hold Techniques
Donât forget to include their name when
thanking them for holding.
Give them an optionâŚ.Hold or leave a
message.
If holding, check back with them
every 30 â 60 seconds. Donât leave
them wondering.
âMadame/Sir, Is it okay if I would put you on hold?â
ďŹPutting the caller on hold (Maximum of 1 minute)
44. Call Transferring
1. Guided Transfer â Let the caller know
who they are being transferred to.
2. Description Transfer â Announcing
the call to inform your staff the reason
they are calling and their name.
2 Types of Transferring
45. COMMONLY USED CUSTOMER SERVICE
PHRASEOLOGIES
WELCOMING CUSTOMER
1.1 Initiating conversation by self-introduction
âMy name is Mario. I'm happy to be of service anytimeâ
âMy name is Elizabeth. It's nice to meet you, Mr.
Williamsâ
46. 1.2 Proper Greeting
âGood morning / afternoon / evening, Sir / Madame,
Welcome to Sarrosa International Hotel/â
COMMONLY USED CUSTOMER SERVICE
PHRASEOLOGIES
When opening doors for guest (approximately 6-7 feet away), greet with:
47. COMMONLY USED CUSTOMER SERVICE
PHRASEOLOGIES
When customer is leaving the hotel after patronage:
âGood-bye, Sir, Madame. Thank you for staying with us and we hope to
see you againâ
Extension of greeting:-
âIs this your first time in Cebu/ Sarrosa Hotel?â
âHave you stayed here before?â
1.3 Addressing Customers
The most impressive and professional way is to address customer by using their
name. (e.g.: Mr/Ms Delos Reyes)
1. âHow may I assist you, Mr. Lee?â
2. âWelcome back, Ms Chanâ
48. COMMONLY USED CUSTOMER SERVICE
PHRASEOLOGIES
BEING OF SERVICE
1. In general:
â How may I assist you, Mr Thomason?"
2. Customer tasks for something and you are able to help:
âCertainly, sir/madame. Let me help you with thatâ
3.Inviting a customer to sit down:
âPlease take a seat, Dr Chungâ
49. COMMONLY USED CUSTOMER SERVICE
PHRASEOLOGIES
1.4 Introducing facilities and service:
1. âThe Grand Ballroom is on the second floor, Northwing.â
2. Recommending the hotel restaurant:
âMay I recommend that you try our Citidine restaurant. It
has a very good menu.â
50. 3. Recommending scenic spots:
When recommending scenic spots, kindly ask the guests where and what specific
place they're interested in (ex. Beaches, shopping malls, museums,etc) before
suggesting.
âWhat places would you like to visit, Madame/Sir? â
âIf you want to go to the beach, there are a lot of resorts you can visit
in Lapu Lapuâ
âWould you like to go shopping, Madame/Sir? We have SM and Ayala
Malls nearby.â
âWould you like to talk to a travel agent? He/she can give you an
itinerary of their travel packages.â
51. 3. Initiating Conversations:
Whenever mingling with guests, never initiate a discussion about
religion/politics/personal questions as it may offend the guest. Instead ask about
something like:
âHow was your stay in our hotel, Madame?â
Always end the conversation with :
âHave a great day, Madame/Sirâ.
52. COMMONLY USED CUSTOMER SERVICE
PHRASEOLOGIES
4. Other useful phrases:-
âShall I write it down for you, Mrs Flores?â
âThe information desk will be happy to help you. May I
show you the way?â
âYou can have drinks at the Citidineâ
53. ANSWERING THE TELEPHONE
UNDER SPECIAL CIRCUMSTANCES
ďŹDuring Busy Times / Re-connecting the call
- particularly when picking up the telephone after 3 rings
ďŹCall transfer
- before transferring call, we should say:-
âThank you for waiting, Cashier Desk, How may I help you?â
âCertainly, Madame/Sir. Please hold the lineâ
âMadame/Sir, is it okay if I would put you on hold?â
54. 4. How may I help you?
Greetings should consist of:
1. Proper greeting of the hourâŚ
2. Company name/Department
3. Your name
55. 1.5 Giving Directions
When giving directions, do not use your pointing finger. Instead, use
directionals with an open hand.
1. âThe Business Centre is next to the Front Desk Counterâ
2. âThe rest room is straight ahead, down this corridorâ
3. âThe Coffee Shop is located on the northwing lobbyâ
56. COMMONLY USED CUSTOMER SERVICE
PHRASEOLOGIES
WHEN A CUSTOMER THANKS YOU
âYou are welcome, Madame/Sirâ
âI'm glad to be of service, Madame/Sirâ
WHEN A CUSTOMER APOLOGISES TO YOU
âThat's all right, Mr. Sueâ
âThat's quite all right, Ms Kanâ
âDon't mention it, Ms Chanâ
âNot at all, Mrs Tanâ
57. COMMONLY USED CUSTOMER SERVICE
PHRASEOLOGIES
WHEN ASKING A CUSTOMER TO DO SOMETHING
âCould you please sign (here), Mr. Chan?â
âMay I ask you to (sign here), Mr Tam?â
âMay I have (your room number), Ms Lee?â
58. WHEN YOU DON'T UNDERSTAND
1. âI beg your pardon, Ms Suenâ
or
âI'm sorry Ms Suen, could you repeat that
please?â
2. âCould you write it for me, please?â
3. âCould you show me (on the menu)
please?â
59. HANDLING CUSTOMER REQUESTS & COMPLAINTS
Listen Carefully and clarify the reasons for the complaint
â How may I assist you, Sir/ Madame?â
Sincerely apologize for the problem
â I am very sorry about that.â
60. Showing empathy
âI can see your problemâ
âI see.â
Showing concern
âMy name is Samantha, Let me assist youâ
âMay I have your name and your room number, Sir /
Madame?â
61. Suggest appropriate alternatives
a. âMr. / Ms. / Mrs. Colmenares, would you like thousand or
hundred peso bills?â
b. âMr. / Ms. / Mrs. Espina, would you prefer having your dish
reheated or changing to a new one?â
c. âDr Chung, would you like your room cleaned right away or
after you have gone out?â
62. Explain to the customer about the follow up action
âMr. / Ms./ Mrs. Delos Santos, I will investigate this
situation, and we will get back to you as soon as possibleâ
âMr. / Ms. / Mrs. Corales, I will contact the Technical
Department so they can check and fix it.â
Follow up until the complaint is solved
63. How to respond in the following situations?
When somebody is not in
âI'm sorry but Mr. Lee is not here / out at the moment. Can
someone else help you?â
âHe'll come back around four o'clock. Should I tell Mr. Lee to
return a call when he returns?â
64. When somebody is meeting another customer
âI'm sorry, Mrs. Lau is with a customer at the moment. Can she call
you back?â
When somebody is in a meeting
âI'm sorry, Mr. Kwok is in a meeting/ conference at the moment.
Can someone else help you? Or, would you like to leave a message?â
65. When somebody is busy
âI'm sorry, Mr. Lee is unavailable at the moment. Can he call
you back?â
When somebody is out of town
âI'm sorry, Mr. Chan is away until the end of the month. Would
you like to leave a message? Or, can someone else help you?â
66. When somebody no longer works for the hotel
âI'm sorry, Mr. Cheng no longer works for the hotel. His replacement
is Mr Celso. May I put you through?â
When the telephone is not functioning well
âI'm sorry, we seem to have a poor connection. May I call you back?â
67. What can I do to stay positive
when I am having a bad day?
â˘Remember that you choose your feelings, and
therefore, you can control your attitude
â˘Realize that your feelings are separate from the
work that you need to do
â˘Call/ talk to a friend or a special someone
â˘Take a short break. Have a drink ,or simply go
for a short walk to release stress
â˘Use positive language and avoid negative
thoughts and actions
68. S â satisfactorily serving
E â everyone
R â regardless of
V â value
I â influence
C â community standing
E â educational attainment
69. ď§ Wearing a smile makes
you feel happier and will
also brighten up the
whole room.
ď§ Smiling will also make you
feel more positive and
have a feeling of well
being.
Wearing a SMILE!
70. SMILE
E â Eye contact establishes credibility and
confidence.
S â Smile increases the receptiveness of those
around you.
M â Make the guest feel comfortable
I â Information gathering
L â Learn the other personâs name
71. It is important to value our service to our guest,
regardless of their influence or community
standing.
It is important to maintain our focus in handling
guests and clients.
ďŹIn instances when we handle guests and clients who are famous
celebrities or icons, remain focused on your work and never leave your
post to take pictures or have something signed.