CMRD Staff


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CMRD Staff

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CMRD Staff

  1. 1. WELCOME ! <ul><li>Let us begin with some FUN and GAMES ? </li></ul>
  2. 2. WHAT DO YOU SEE?
  3. 3. WHAT DO YOU SEE?
  4. 4. WHAT DO YOU SEE?
  5. 8. PERCEPTION <ul><li>We have perceptions of Guest Service. </li></ul><ul><li>Different guests may perceive service differently! </li></ul><ul><li>This program will result in common understanding. </li></ul>
  6. 9. Safety At Work
  7. 10. “ Sir / Madam” WARNING Speaking in Hindi Late Coming “ Yeah” “ Sure” Mobile phones
  8. 11. Let us introduce ourselves !
  9. 12. Guest Relations <ul><li>Relationships are generally </li></ul><ul><li>Long </li></ul><ul><li>Informal </li></ul><ul><li>Personal </li></ul><ul><li>Are GUEST RELATIONS different? </li></ul>
  10. 13. Guest Relations <ul><li>GUEST RELATIONS are </li></ul><ul><li>Short </li></ul><ul><li>Formal </li></ul><ul><li>Professional </li></ul>Close Relationships are Long Informal Personal
  11. 14. Guest Relations <ul><li>GUEST RELATIONS </li></ul><ul><li>Short </li></ul><ul><li>Formal </li></ul><ul><li>Professional </li></ul>If Guest Relations are SHORT,
  12. 15. Guest Relations <ul><li>GUEST RELATIONS </li></ul><ul><li>Short </li></ul><ul><li>Formal </li></ul><ul><li>Professional </li></ul>If Guest Relations are SHORT, why spoil it? You do not have any long term scores to settle with the guest!
  13. 16. Guest Relations <ul><li>GUEST RELATIONS </li></ul><ul><li>Short </li></ul><ul><li>Formal </li></ul><ul><li>Professional </li></ul>If Guest Relations are FORMAL,
  14. 17. Guest Relations <ul><li>GUEST RELATIONS </li></ul><ul><li>Short </li></ul><ul><li>Formal </li></ul><ul><li>Professional </li></ul>If Guest Relations are FORMAL, It should be kept formal, and not made informal!
  15. 18. Guest Relations <ul><li>GUEST RELATIONS </li></ul><ul><li>Short </li></ul><ul><li>Formal </li></ul><ul><li>Professional </li></ul>If Guest Relations are PROFESSIONAL,
  16. 19. Guest Relations <ul><li>GUEST RELATIONS </li></ul><ul><li>Short </li></ul><ul><li>Formal </li></ul><ul><li>Professional </li></ul>If Guest Relations are PROFESSIONAL, Show a professional pride in serving the guest, like a doctor, artist, advocate!
  17. 20. Guest Relations <ul><li>GUEST RELATIONS </li></ul><ul><li>Short </li></ul><ul><li>Formal </li></ul><ul><li>Professional </li></ul>What is your relationship with the guest?
  18. 21. THE PRINCIPLES OF SERVICE <ul><li>Our students pay our salary </li></ul><ul><li>Our attitude determines the degree of service we perform </li></ul>
  19. 22. THE PRINCIPLES OF SERVICE <ul><li>Students come to us for one reason – they need service. </li></ul><ul><li>The quality of the relationship with our students determines their loyalty. </li></ul>
  20. 23. THE PRINCIPLES OF SERVICE <ul><li>We determine what students say about us and whether they become loyal or not </li></ul><ul><li>Word of mouth advertising is more powerful than other advertising </li></ul>
  21. 24. THE PRINCIPLES OF SERVICE <ul><li>Our friendliness and willingness to help is in direct proportion to our success </li></ul><ul><li>Give solutions, not excuses </li></ul>
  22. 25. THE PRINCIPLES OF SERVICE <ul><li>The student’s perception is all </li></ul><ul><li>that matters </li></ul>
  23. 26. Standard Polite Phrases WHILE SPEAKING TO A STUDENT, MAKE SURE: You maintain EYE CONTACT and SMILE Maintain GOOD POSTURE Look ALERT and ATTENTIVE
  24. 27. Standard Polite Phrases WHEN THE STUDENT ASKS FOR SOMETHING THAT YOU CAN PROVIDE “ Certainly Mr./Ms…(Sir/Madam), I will send it to your class room right away.” “ Certainly Mr./Ms…(Sir/Madam), I will ask the concerned staff to come and assist you.”
  25. 28. Standard Polite Phrases WHEN LEADING A GUEST / STUDENT “ Please come this way Mr./Ms…(Sir/Madam).”
  26. 29. Standard Polite Phrases ALWAYS SPEAK IN COMPLETE SENTENCES “ May I know your name please, Sir/Madam?” NOT “Name Please?”
  27. 30. Standard Polite Phrases IF YOU HAVE TO KEEP A GUEST WAITING BECAUSE YOU ARE BUSY WITH SOMEONE ELSE AND REVERTING BACK TO THE SAME GUEST “ Good morning/afternoon/evening Mr./Ms…(Sir/madam), kindly excuse me. I will be back in a moment.” AND WHEN YOU RETURN… “I’m sorry to have kept you waiting. How may I assist you?”
  28. 31. Standard Polite Phrases WHEN YOU LIKE THE GUEST TO REPEAT WHAT WAS SAID OR WHEN YOU DO NOT UNDERSTAND WHAT WAS SAID “ I beg your pardon Mr./Ms…(Sir/Madam).” “ Would you kindly repeat that Mr./Ms…(Sir/Madam)?” “ Would you please spell that for me Mr./Ms…(Sir/Madam)?”
  29. 32. Etiquette and Manners <ul><li>Distance, speech, gestures </li></ul><ul><li>Maintain distance of at least 2 feet </li></ul><ul><li>Speak softly and clearly </li></ul><ul><li>Avoid unnecessary movements of hands and facial gestures </li></ul>While talking to a student
  30. 33. <ul><li>Stand Erect at ease </li></ul><ul><li>Weight balanced on both feet </li></ul><ul><li>Shoulders Straight </li></ul><ul><li>Chest out/ Stomach in </li></ul>Etiquette and Manners While Standing POSTURE
  31. 34. <ul><li>Keep hands on the sides or behind your back </li></ul><ul><li>Do not keep hands in pockets or on the hips. </li></ul><ul><li>Do not cross arms across the chest. </li></ul><ul><li>Do not lean against the counter </li></ul>Etiquette and Manners While Standing HANDS
  32. 35. <ul><li>Maintain your poise always. </li></ul><ul><li>You may be in view of the student / guest, even if you are not interacting . </li></ul><ul><li>Do not huddle together in groups. </li></ul><ul><li>Use the staff room </li></ul>Etiquette and Manners While Standing IF THE STUDENTS ARE NOT AROUND
  33. 36. <ul><li>ON TELEPHONE </li></ul><ul><li>Be aware of your conversation on the telephone. Students may be watching & hearing. </li></ul><ul><li>Never shout into the telephone. </li></ul><ul><li>Do not have long conversations, when guests /students are waiting. </li></ul><ul><li>Do not entertain personal calls, while at work </li></ul>Etiquette and Manners While talking to colleagues
  34. 37. <ul><li>When in campus </li></ul><ul><li>Handle equipment without banging. </li></ul><ul><li>Stay calm. Do not get nervous or hurried. </li></ul><ul><li>Do not talk loudly or hold lengthy discussions, in guest / common areas. </li></ul><ul><li>Do not talk in vernacular. Students will misunderstand. </li></ul>Etiquette and Manners General
  35. 38. Some months (like October) have 31 days. Only February has precisely 28 (except in a leap year). How many months have 30 days? 11 Months
  36. 39. S T R E S S T E S T <ul><li>We are going to show you a slide that has two dolphins. Those who are stressed have a distorted vision and cannot see two dolphins clearly. </li></ul><ul><li>Those who are normal will see two dolphins. </li></ul>
  37. 41. Telephone Etiquette PICKING UP THE PHONE   Telephone calls should be answered within 3 rings
  38. 42. Telephone Etiquette WHILE SPEAKING ON PHONE ENSURE: • Posture is correct
  39. 43. Telephone Etiquette WHILE SPEAKING ON PHONE ENSURE: <ul><li>•“ Smile”, it will reflect in your voice </li></ul><ul><li>Voice is low pitched, well modulated and of right volume    </li></ul>
  40. 44. Telephone Etiquette DURING THE CONVERSATION <ul><li>Speak in natural tone </li></ul><ul><li>Keep mouthpiece one and half inch away from the mouth </li></ul><ul><li>Do not cover the mouthpiece with your hand </li></ul>
  41. 45. Telephone Etiquette  DO’S Be Polite “ Would you like to hold Mr./Ms…(Sir/Madam)?” Use the guest name “ Welcome back Mr. Sharma” Speak in complete sentences “ Would you give me the name please, Sir/Madam?”
  42. 46. Telephone Etiquette Receiving a Call “ Good Morning/ Afternoon/ Evening, Reception, This is Shilpi, how may I assist you?”
  43. 47. Telephone Etiquette RECEIVING A LONG DISTANCE CALL Do not keep the guest on hold If the extension requested is busy Inform the caller and ask whether the guest would like to hold or leave a message “ I am sorry Mr./Ms…(Sir/Madam), the extension is busy, would you like to hold or leave a message?”
  44. 48. Telephone Etiquette GETTING BACK TO THE GUEST • Do not say “Hello” when you get back • “ Thank you for holding Mr./Ms…(Sir/Madam)” CALLING A GUEST BACK • Introduce yourself “ Good Morning, Mr./Ms… This is Rahul from reception, you asked for ………..”
  45. 49. Telephone Etiquette WHEN CONVERSATION IS NOT CLEARLY UNDERSTOOD “ I beg your pardon, Mr./Ms… (Sir/madam)” “ Would you kindly repeat that Mr./Ms…(Sir/Madam)?” “ Would you please spell that for me Mr./Ms…(Sir/Madam)?”
  46. 50. Telephone Etiquette IF THE EXTENSION IS ENGAGED •“ I am sorry Mr./Ms…(Sir/Madam), the extension is busy. Would you like to hold or leave a message?” WHEN THE LINE BECOMES FREE • “ Thank you for holding Mr./Ms…(Sir/Madam), allow me to transfer your call”
  47. 51. Telephone Etiquette “ Thank you for calling Mr./Ms…(Sir/Madam). Have a pleasant day” Do not put the receiver down after you have thanked the guest. Allow time for the guest to say “bye” or “thank you”, before disconnecting. Always let the guest put the phone down first, and then you will do the same. WHEN ENDING A CALL
  48. 52. Handling complaints Listen to the student <ul><li>Listen with concern </li></ul><ul><li>Give undivided attention </li></ul><ul><li>Maintain eye contact </li></ul><ul><li>Avoid interruptions. </li></ul>
  49. 53. Handling complaints Stay Calm <ul><li>Calmer you remain, the better chances you have to calm the student / guest </li></ul>
  50. 54. Handling complaints Apologise for the problem <ul><li>Some problems calls for an apology. </li></ul><ul><li>Even if you disagree with guest, apologies make them feel better. </li></ul>
  51. 55. Handling complaints Empathise <ul><li>Empathy means knowing how student / guest feels. </li></ul><ul><li>Communicate the understanding of the problem. </li></ul><ul><li>Use guest’s name & take complaint seriously. </li></ul><ul><li>Do not argue or defend. </li></ul>
  52. 56. Handling complaints Ask questions, take notes <ul><li>Learn details about the problem. </li></ul><ul><li>Take notes, if complicated. </li></ul><ul><li>Do not jump to conclusion, till you have all the information. </li></ul>
  53. 57. Handling complaints Offer solutions <ul><li>Tell what you can do. </li></ul><ul><li>Suggest several options, if possible. </li></ul><ul><li>Do not promise what you cannot deliver. </li></ul><ul><li>Emphasise what you can do, and not what you cannot. </li></ul>
  54. 58. Standard Polite Phrases IF A STUDENT / GUEST THANKS YOU “ My pleasure Mr./Ms…(Sir/Madam)” “ You are most welcome Mr./Ms… (Sir/Madam)”