1. 1
Keys of Exceptional Services
Introduction
Learning outcome Trainer activity Learner activity V/A
Interest
Give them a situation and asked about
it
Ask
How does it feel when you’re a
guest in someone’s home and
they offer you something to eat
that you dislike or have never
tried?
Answer and Discuss
Title
Keys of Exceptional Services
Explain Answer and Discuss S.1
Range
Importance of Exceptional
Services
Explain range
Session – 45 minutes
Content
Keys of Exceptional
Services
Welcome to take notes
Participate Q&A
Listen
Need
By learning Keys of Exceptional
Services, we will be more confident in
Serving the guest.
Explain Listen
2. 2
Objective
By the end of this session you will be
able to state 06 essential steps you
need to follow when you want to provide
Exceptional service to the guest, and
explain why this skill is important in
Hospitality Industry.
Explain
Any questions?
Listen S. 1
3. 3
Development
Learning outcome Trainer activity Learner activity V/A
Exceptional Service
Understanding
Exceptional customer service
means that you go above and
beyond what the guest expects,
you take that extra step to make
them feel that you understand
what they are going through and
you want this to be the best
experience they have ever had.
Exceptional service is:
It’s Empathetic:
The ability to understand and
share the feelings of another
It’s Generous:
Showing a readiness to give more
of something than is strictly
necessary or expected
Friendly reception and treatment
of guests
It’s Solution Driven:
Ask
How do you define Exceptional
customer service?
Explain
Ask
What do we mean “Empathy”?
Explain
Ask
What do you understand by
generous?
Explain
Ask
What is generous hospitality?
Explain
Ask
Discuss answers
Listen
Discuss answers
Listen
Answer and Discuss
Listen
Answer and Discuss
Listen
Answer and Discuss
S.2
S. 2
4. 4
A mean of solving a problem or
dealing with a difficult situation
Being solution-driven means that
problems have already been
determined either by you or for
you, and you focus solely on
solving them, that is finding,
developing or providing solutions.
Follow five steps to find the right
solution:
Identify the Problem:
Welcome them with any other
assistance they required
Analyze the Problem:
What does it mean by Solution
Driven?
Explain
Ask
What is the difference between
problem oriented individual and
solution oriented individual?
Explain
Any Questions
Listen
Answer and Discuss
Listen
Answer and Discuss
Listen and Demonstrate
S.2
S. 2
How to nicely say "no”?
Why we need to learn saying “no” to
guest?
Ask and redirect question
Tell me why you think we need
to learn this skill?
Explain
Explain the need of learning this
skill and open to skills.
Answer & Discuss
Listen
5. 5
There are few steps we have to keep in
our mind when we are going to say no to
our guest:
1.Begin with empathy:
Empathy statements allow you to
establish connection with your
customers. Such statements
create trust as well as mutual
understanding. In most cases
when you need to deliver negative
news, it may be necessary to
begin with empathy to show your
customers that you care and will
do your best to help them.
2.Explaining things carefully:
No matter how busy you are, do
not leave unsaid words and
explain your customers everything
carefully, especially if you
Ask
What do you understand by the
word “Empathy”?
Explain
Why it’s important to show
empathy?
Explain
Ask
What are those empathy words
and phrases?
Explain
Ask
Why it’s important to give them
detailed explanation?
Explain
Answer & Discuss
Listen
Answer & Discuss
Listen
Answer & Discuss
Listen
Answer & Discuss
Listen
S. 3
S.4
S.5
6. 6
delivered negative news. It is
important that people are aware
that you are actually listening to
their concerns. If you just tell them
“No” without explaining, they will
feel upset and frustrated.
However, if you provide detailed
explanation, you will clear up their
concerns.
3.Offer Alternatives:
Before you say “No” to customers,
think of alternatives. Is there
anything you can do for them? In
most cases you can offer
something and smooth over the
effect of your negative
news: “Though we do not support
this payment method, we can keep
your folio active while you are
sorting out the issue with your
bank”.
4.Listen to your customers:
Show your empathy while
listening.
Focus on customer experience
Ask
How you can start explaining
things?
Explain
Ask
What do we mean by
alternatives?
Explain
Ask
Why we need to give
alternatives?
Explain
Ask
How you can show empathy?
Explain
Answer & Discuss
Listen
Answer & Discuss
Listen
Answer & Discuss
Listen
Answer and Discuss
Listen
S.6
S.7
7. 7
Listening helps your company to
improve
5.Do your best to solve the issue:
Showing your customers that you
are truly engaged is the best way
to win their trust. No matter
whether you can offer any solution
or not, you need to do everything
you can to find it and to offer an
alternative if you failed.
6.Follow up:
If you say “No” to customers,
follow them up with good news
and with your “Yes” to the feature
or product they inquired. Keeping
your customers informed about
your progress is important if you
Ask
How listening can help to
improve our company?
Explain
Explain
Ask
Why we need to win the trust of
the guest?
Explain
Ask
Why it’s important to follow up?
Explain
Answer and discuss
Listen
Listen
Answer and discuss
Listen
Answer and Discuss
Listen
S.8
S.9
8. 8
want to win their loyalty. A simple
follow up will not take much time.
However, if you forget to notify
your customers about available
solution and they will find it out
themselves, this will definitely spoil
your reputation.
Consolidation
Q. 1 Why it’s important to learn saying
no without using it?
Q. 2 What do we mean by saying “No” to
the guest?
Q. 3 How we can make the guest realize
that they’re important to us?
9. 9
Q. 4 What do you understand by the
word “Empathy”?
Q. 5 Why it’s important to give them
detailed explanation?
Q. 6 What are the three steps you need
to follow while listening to the guest?
Q. 7 How listening can help to improve
our company?
Q. 8 Why we need to win the trust of the
guest?
Q. 9 Why it’s important to follow up?
Link forward
Handouts
Session Two – Keys of Exceptional Service
English Information
