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Vision

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Vision

  1. 1. CUSTOMER SERVICE SKILLS TRAINING www.gajananshirke.com
  2. 2. WHO ARE THE CUSTOMERS? www.gajananshirke.com
  3. 3. He is the most important part of the business He is our work He is our boss www.gajananshirke.com
  4. 4. WHAT IS SERVICE?  to serve  to be in assistance of  to offer  to aid www.gajananshirke.com
  5. 5. WHO THEN ARE OUR CUSTOMERS? www.gajananshirke.com
  6. 6.  Guests Residents Callers Anybody who gets inside our hotel www.gajananshirke.com
  7. 7. Why do we need to develop customer service skills? Customer facing situations require service skills When customer experiences go wrong, the staff need to deal with the outcomes www.gajananshirke.com
  8. 8. In order to carry out and make a reality the vision-mission of the company and its objectives Customers regard justice as important to how their complaints are dealt with www.gajananshirke.com
  9. 9. THE COMMANDMENTS OF GOOD CUSTOMER SERVICE www.gajananshirke.com
  10. 10. Place the customer first with full focus on the task at hand. www.gajananshirke.com
  11. 11. Pay close attention to the customer’s gestures, tone of voice, rate of speech, determine their feelings. www.gajananshirke.com
  12. 12. Listen effectively to customers. You should pay attention to what the customer is trying to say. www.gajananshirke.com
  13. 13. Build customer’s trust. www.gajananshirke.com
  14. 14. Be consistent, reliable and prompt. www.gajananshirke.com
  15. 15. Give the customers the best options they can have... www.gajananshirke.com
  16. 16. Learn to leave stressful situations behind. www.gajananshirke.com
  17. 17. Be open-minded. www.gajananshirke.com
  18. 18. Develop a “business friendly” personality. www.gajananshirke.com
  19. 19. Speak in “layman’s” terms www.gajananshirke.com
  20. 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. www.gajananshirke.com
  21. 21. THE THREE LEGGED STOOL OF CUSTOMER SERVICE www.gajananshirke.com
  22. 22. TOOLS www.gajananshirke.com
  23. 23. MUST ACQUIRED SKILLS COMMUNICATION SKILLS Communication is the core of all customer relationships CLARITY OF WORDS CLARITY OF RESPONSES SPOKEN LANGUAGE/ DIALECT www.gajananshirke.com
  24. 24. Effective Listening www.gajananshirke.com
  25. 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. www.gajananshirke.com
  26. 26. Effective Listening Prepare yourself to listen Concentrate on what is being said Use summarizing statements Take notes Hold your tongue, don’t interrupt www.gajananshirke.com
  27. 27. Use conversation cues if the caller is getting long winded Listen between the lines Use questioning and restating techniques Practice positive listening habits Effective Listening www.gajananshirke.com
  28. 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 customer’s problems. www.gajananshirke.com
  29. 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. www.gajananshirke.com
  30. 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? www.gajananshirke.com
  31. 31. TELEPHONE HANDLING SKILLS www.gajananshirke.com
  32. 32. TELEPHONE HANDLING SKILLS The customer’s 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. www.gajananshirke.com
  33. 33. DIAGNOSE THE SITUATION assess what you have heard in order to determine what the caller wants you to do. www.gajananshirke.com
  34. 34. Speak clearly Speak slowly and clearly. Enunciate your words and stay away from sounding monotone. Don’t have a lazy tongue. www.gajananshirke.com
  35. 35. Elements for effective telephone handling www.gajananshirke.com
  36. 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 www.gajananshirke.com
  37. 37. Voice inflection refers to the highs and lows in your voice INFLECTION www.gajananshirke.com
  38. 38. ENERGY The energy in your voice reflects your attitude and enthusiasm www.gajananshirke.com
  39. 39. Volume refers to how loudly or softly you speak VOLUME www.gajananshirke.com
  40. 40. COMMONLY USED CUSTOMER SERVICE PHRASEOLOGIES When customer is leaving the hotel after patronage: “Good-bye, Sir, Madame. Thank you for staying with us and we hope to see you again” Extension of greeting:- “Is this your first time in Tuli International Hotel?” “Have you stayed here before?” 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. “How may I assist you, Mr. g?” 2. “Welcome back, Ms h” www.gajananshirke.com
  41. 41. COMMONLY USED CUSTOMER SERVICE PHRASEOLOGIES BEING OF SERVICE 1. In general: “ How may I assist you, Mr…..?" 2. Customer tasks for something and you are able to help: “Certainly, sir/madame. Let me help you with that” 3.Inviting a customer to sit down: “Please take a seat, Dr ….” www.gajananshirke.com
  42. 42. COMMONLY USED CUSTOMER SERVICE PHRASEOLOGIES 1.4 Introducing facilities and service: 1. “The …….is on the second floor, Northwing.” 2. Recommending the hotel restaurant: “May I recommend that you try our ….. restaurant. It has a very good menu.” www.gajananshirke.com
  43. 43. 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: “How was your stay in our hotel, Madame?” Always end the conversation with : “Have a great day, Madame/Sir”. www.gajananshirke.com
  44. 44. 1.5 Giving Directions When giving directions, do not use your pointing finger. Instead, use directionals with an open hand. 1. “The Business Centre is next to the Front Desk Counter” 2. “The rest room is straight ahead, down this corridor” 3. “The Coffee Shop is located on the northwing lobby” www.gajananshirke.com
  45. 45. COMMONLY USED CUSTOMER SERVICE PHRASEOLOGIES WHEN A CUSTOMER THANKS YOU “You are welcome, Madame/Sir” “I'm glad to be of service, Madame/Sir” WHEN A CUSTOMER APOLOGISES TO YOU “That's all right, Mr. …..” “That's quite all right, Ms ….” “Don't mention it, Ms ….” “Not at all, Mrs …” www.gajananshirke.com
  46. 46. COMMONLY USED CUSTOMER SERVICE PHRASEOLOGIES WHEN ASKING A CUSTOMER TO DO SOMETHING “Could you please sign (here), Mr. ….?” “May I ask you to (sign here), Mr ….?” “May I have (your room number), Ms …..?” www.gajananshirke.com
  47. 47. WHEN YOU DON'T UNDERSTAND 1. “I beg your pardon, Ms …….” or “I'm sorry Ms ….., could you repeat that please?” 2. “Could you write it for me, please?” 3. “Could you show me (on the menu) please?” www.gajananshirke.com
  48. 48. HANDLING CUSTOMER REQUESTS & COMPLAINTS Listen Carefully and clarify the reasons for the complaint “ How may I assist you, Sir/ Madame?” Sincerely apologize for the problem “ I am very sorry about that.” www.gajananshirke.com
  49. 49. Showing empathy “I can see your problem” “I see.” Showing concern “My name is Samantha, Let me assist you” “May I have your name and your room number, Sir / Madame?” www.gajananshirke.com
  50. 50. Suggest appropriate alternatives a. “Mr. / Ms. / Mrs. …..s, would you like 2 or 3 portions each?” b. “Mr. / Ms. / Mrs. …., would you prefer having your dish reheated or changing to a new one?” c. “Dr …., would you like your room cleaned right away or after you have gone out?” www.gajananshirke.com
  51. 51. Explain to the customer about the follow up action “Mr. / Ms./ Mrs. ….., I will investigate this situation, and we will get back to you as soon as possible” “Mr. / Ms. / Mrs. ….., I will contact the Technical Department so they can check and fix it.” Follow up until the complaint is solved www.gajananshirke.com
  52. 52. How to respond in the following situations? When somebody is not in “I'm sorry but Mr. … is not here / out at the moment. Can someone else help you?” “He'll come back around four o'clock. Should I tell Mr. … to return a call when he returns?” www.gajananshirke.com
  53. 53. When somebody is meeting another customer “I'm sorry, Mrs. … is with a customer at the moment. Can she call you back?” When somebody is in a meeting “I'm sorry, Mr. … is in a meeting/ conference at the moment. Can someone else help you? Or, would you like to leave a message?” www.gajananshirke.com
  54. 54. When somebody is busy “I'm sorry, Mr. …. is unavailable at the moment. Can he call you back?” When somebody is out of town “I'm sorry, Mr. ….n is away until the end of the month. Would you like to leave a message? Or, can someone else help you?” www.gajananshirke.com
  55. 55. When somebody no longer works for the hotel “I'm sorry, Mr. …. no longer works for the hotel. His replacement is Mr ….. May I put you through?” When the telephone is not functioning well “I'm sorry, we seem to have a poor connection. May I call you back?” www.gajananshirke.com
  56. 56. What can I do to stay positive when I am having a bad day? •Remember that you choose your feelings, and therefore, you can control your attitude •Realize that your feelings are separate from the work that you need to do •Call/ talk to a friend or a special someone •Take a short break. Have a Tea ,or simply go for a short walk to release stress •Use positive language and avoid negative thoughts and actions www.gajananshirke.com
  57. 57. S – satisfactorily serving E – everyone R – regardless of V – value I – influence C – community standing E – educational attainment www.gajananshirke.com
  58. 58.  Wearing a smile makes you feel happier and will also brighten up the whole room.  Smiling will also make you feel more positive and have a feeling of well being. Wearing a SMILE! www.gajananshirke.com
  59. 59. SMILE E – Eye contact establishes credibility and confidence. S – Smile increases the receptiveness of those around you. M – Make the guest feel comfortable I – Information gathering L – Learn the other person’s name www.gajananshirke.com
  60. 60. 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. In 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. www.gajananshirke.com
  61. 61. Time for questions and clarifications www.gajananshirke.com
  62. 62. www.gajananshirke.com

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