Telephone & Mobile Etiquette - How to make productive calls?Yogini24
Proper telephone etiquette can help you build rapport and have effective communication. by understanding how to make calls, you save a lot of time and clients
Telephone & Mobile Etiquette - How to make productive calls?Yogini24
Proper telephone etiquette can help you build rapport and have effective communication. by understanding how to make calls, you save a lot of time and clients
How to Handle Guest with Complaints in HotelHotelCluster
The key to running a successful hotel is customer service. A big part of this is addressing customer complaints and ensuring that these complaints are resolved to the customer’s satisfaction. Successful resolution will have a positive effect on the customer, who will be more conducive to returning to the hotel in the future, as the way the complaint was handled and resolved makes the customer feel special and shows him that the hotel is genuinely interested in keeping its customers happy and satisfied.
'Live chat etiquette in customer service' gives you a brief description and some tips of how to deal with your customers via live chat. Having in consideration your customer operator's personality, this presentation aims to guide you through the web chat process
Good customer service can bring more business. Do not consider your customer service department a cost but treat it as your business investment - Soumit Ranjan Jena
How to Handle Guest with Complaints in HotelHotelCluster
The key to running a successful hotel is customer service. A big part of this is addressing customer complaints and ensuring that these complaints are resolved to the customer’s satisfaction. Successful resolution will have a positive effect on the customer, who will be more conducive to returning to the hotel in the future, as the way the complaint was handled and resolved makes the customer feel special and shows him that the hotel is genuinely interested in keeping its customers happy and satisfied.
'Live chat etiquette in customer service' gives you a brief description and some tips of how to deal with your customers via live chat. Having in consideration your customer operator's personality, this presentation aims to guide you through the web chat process
Good customer service can bring more business. Do not consider your customer service department a cost but treat it as your business investment - Soumit Ranjan Jena
Synthetic Fiber Construction in lab .pptxPavel ( NSTU)
Synthetic fiber production is a fascinating and complex field that blends chemistry, engineering, and environmental science. By understanding these aspects, students can gain a comprehensive view of synthetic fiber production, its impact on society and the environment, and the potential for future innovations. Synthetic fibers play a crucial role in modern society, impacting various aspects of daily life, industry, and the environment. ynthetic fibers are integral to modern life, offering a range of benefits from cost-effectiveness and versatility to innovative applications and performance characteristics. While they pose environmental challenges, ongoing research and development aim to create more sustainable and eco-friendly alternatives. Understanding the importance of synthetic fibers helps in appreciating their role in the economy, industry, and daily life, while also emphasizing the need for sustainable practices and innovation.
Acetabularia Information For Class 9 .docxvaibhavrinwa19
Acetabularia acetabulum is a single-celled green alga that in its vegetative state is morphologically differentiated into a basal rhizoid and an axially elongated stalk, which bears whorls of branching hairs. The single diploid nucleus resides in the rhizoid.
June 3, 2024 Anti-Semitism Letter Sent to MIT President Kornbluth and MIT Cor...Levi Shapiro
Letter from the Congress of the United States regarding Anti-Semitism sent June 3rd to MIT President Sally Kornbluth, MIT Corp Chair, Mark Gorenberg
Dear Dr. Kornbluth and Mr. Gorenberg,
The US House of Representatives is deeply concerned by ongoing and pervasive acts of antisemitic
harassment and intimidation at the Massachusetts Institute of Technology (MIT). Failing to act decisively to ensure a safe learning environment for all students would be a grave dereliction of your responsibilities as President of MIT and Chair of the MIT Corporation.
This Congress will not stand idly by and allow an environment hostile to Jewish students to persist. The House believes that your institution is in violation of Title VI of the Civil Rights Act, and the inability or
unwillingness to rectify this violation through action requires accountability.
Postsecondary education is a unique opportunity for students to learn and have their ideas and beliefs challenged. However, universities receiving hundreds of millions of federal funds annually have denied
students that opportunity and have been hijacked to become venues for the promotion of terrorism, antisemitic harassment and intimidation, unlawful encampments, and in some cases, assaults and riots.
The House of Representatives will not countenance the use of federal funds to indoctrinate students into hateful, antisemitic, anti-American supporters of terrorism. Investigations into campus antisemitism by the Committee on Education and the Workforce and the Committee on Ways and Means have been expanded into a Congress-wide probe across all relevant jurisdictions to address this national crisis. The undersigned Committees will conduct oversight into the use of federal funds at MIT and its learning environment under authorities granted to each Committee.
• The Committee on Education and the Workforce has been investigating your institution since December 7, 2023. The Committee has broad jurisdiction over postsecondary education, including its compliance with Title VI of the Civil Rights Act, campus safety concerns over disruptions to the learning environment, and the awarding of federal student aid under the Higher Education Act.
• The Committee on Oversight and Accountability is investigating the sources of funding and other support flowing to groups espousing pro-Hamas propaganda and engaged in antisemitic harassment and intimidation of students. The Committee on Oversight and Accountability is the principal oversight committee of the US House of Representatives and has broad authority to investigate “any matter” at “any time” under House Rule X.
• The Committee on Ways and Means has been investigating several universities since November 15, 2023, when the Committee held a hearing entitled From Ivory Towers to Dark Corners: Investigating the Nexus Between Antisemitism, Tax-Exempt Universities, and Terror Financing. The Committee followed the hearing with letters to those institutions on January 10, 202
How to Make a Field invisible in Odoo 17Celine George
It is possible to hide or invisible some fields in odoo. Commonly using “invisible” attribute in the field definition to invisible the fields. This slide will show how to make a field invisible in odoo 17.
2024.06.01 Introducing a competency framework for languag learning materials ...Sandy Millin
http://sandymillin.wordpress.com/iateflwebinar2024
Published classroom materials form the basis of syllabuses, drive teacher professional development, and have a potentially huge influence on learners, teachers and education systems. All teachers also create their own materials, whether a few sentences on a blackboard, a highly-structured fully-realised online course, or anything in between. Despite this, the knowledge and skills needed to create effective language learning materials are rarely part of teacher training, and are mostly learnt by trial and error.
Knowledge and skills frameworks, generally called competency frameworks, for ELT teachers, trainers and managers have existed for a few years now. However, until I created one for my MA dissertation, there wasn’t one drawing together what we need to know and do to be able to effectively produce language learning materials.
This webinar will introduce you to my framework, highlighting the key competencies I identified from my research. It will also show how anybody involved in language teaching (any language, not just English!), teacher training, managing schools or developing language learning materials can benefit from using the framework.
Model Attribute Check Company Auto PropertyCeline George
In Odoo, the multi-company feature allows you to manage multiple companies within a single Odoo database instance. Each company can have its own configurations while still sharing common resources such as products, customers, and suppliers.
The French Revolution, which began in 1789, was a period of radical social and political upheaval in France. It marked the decline of absolute monarchies, the rise of secular and democratic republics, and the eventual rise of Napoleon Bonaparte. This revolutionary period is crucial in understanding the transition from feudalism to modernity in Europe.
For more information, visit-www.vavaclasses.com
How libraries can support authors with open access requirements for UKRI fund...
Complaints
1. Mr.
Bill
Phone: 086 – 050 – 0379
E-mail: mrbillgreaves@gmail.com
2. Complaints
Complaints are gifts from guests
The complaint, like a gift, is a surprise that you do not expect.
The guest does not charge money for the complaint – it is free.
The guest tells about something that is wrong.
Often, the guest will tell what they think you should do to fix it.
3. Complaints
Complaints are gifts from guests
Unhappy guests often do not complain
but they never come back to the hotel.
If you get a complaint, about 25 other guests have had the same
problem but say nothing.
An unhappy guest will tell approx. 10 people about the problem.
4. Complaints
Complaints are gifts from guests
Unhappy guests often do not complain
but they never come back to the hotel.
If you get a complaint, about 25 other guests have had the same
problem but say nothing.
An unhappy guest will tell approx. 10 people about the problem.
A complaint lets you know that there is a problem.
If you can make the guest happy, they will enjoy coming back.
they will enjoy telling people about
how good and caring you are.
5. Complaints
Complaints are gifts from guests
A complaint lets you know that there is a problem.
If you can make the guest happy, they will enjoy coming back.
they will enjoy telling people about
how good and caring you are.
Your attitude can solve problems.
If you do not look forward to discussing a complaint, it will go badly.
If you think of the complaint as a gift, you will have a better attitude.
If you have a good attitude, the complaint will get solved and you and
the guest will be very happy.
6. Complaints
Needs of the Guest
When guests complain they want the cause of the complaint to be fixed.
The complaining guest is a person and has personal needs that need
fixing too.
7. Complaints
Needs of the Guest
When guests complain they want the cause of the complaint to be fixed.
The complaining guest is a person and has personal needs that need
fixing too.
Example:
Complaint: The TV remote control does not work.
Real problem: I do not understand the technology, please help me.
Complaint: The last time I stayed here, the reception people did not help
me.
Real problem: Am I important to you? Do you want me to keep staying
here?
8. Complaints
Needs of the Guest
When guests complain they want the cause of the complaint to be fixed.
The complaining guest is a person and has personal needs that need
fixing too.
To fix a complaint you have to do 2 things.
1. You have to fix the problem quickly and with an apology.
2. You have to make the guest feel important –
You must listen to the guest
You must understand the guest
You must show respect to the guest
9. Complaints
Resolving the Complaint
1. Provide guests with the opportunity to complain.
2. Give guests your full and undivided attention.
3. Listen carefully.
4. Ask key questions to fully understand the complaint
5. Agree that a problem exists; never argue.
6. Apologize for the problem.
7. Resolve the complaint.
8. Thank the guest for bringing the complaint to your attention.
10. Complaints
Resolving the Complaint
1. Provide customers with the opportunity to complain.
Remember – complaints are gifts.
do you really want many ex – guests saying bad things
about your hotel?
There should be complaint forms in the rooms
at the front desk
in the restaurant
11. Complaints
Resolving the Complaint
2. Give the guest your full and undivided attention.
There are 2 reasons for this:
1. You have to understand the complaint, to resolve it so listen
carefully
2. At this minute the most important person on planet Earth is the
guest who is talking to you.
If the front desk goes on fire and starts burning, you will not
notice.
12. Complaints
Resolving the Complaint
3. Listen carefully.
The same as point #2 but the guest must know that you are listening
carefully.
Make eye contact.
Nod your head.
Do not interrupt but make supportive noises – Uh huh, yes.
You must look like you care.
13. Complaints
Resolving the Complaint
4. Ask key questions to fully understand the complaint.
You MUST understand the problem.
Ask questions to make sure you understand.
Repeat what the guest says to make sure you do not misunderstand.
When you speak, use the guest’s name – remember: the guest is the
most important person on planet Earth.
When you speak, use ‘I’. ‘We’ represents a big (uncaring?) hotel. ‘I’
is a helpful, caring person.
14. Complaints
Resolving the Complaint
5. Agree that a problem exists; never argue.
You can never win an argument with a guest.
You do not want to win an argument with a guest.
You want to make the guest happy.
Show ‘empathy’, “I understand how you feel.”
15. Complaints
Resolving the Complaint
6. Apologize for the problem.
Remember, use ‘I’.
“I am very sorry for the problem you have had.”
‘I’ is a helpful caring person who believes that it is most important
that the guest is treated properly and respectfully.
16. Complaints
Resolving the Complaint
7. Resolve the complaint.
This can be the most difficult part of the situation.
Many times an apology and a promise that the problem will never
return, will be enough.
Some times it is a good idea to ask the guest if your solution is good
enough.
If the guest wants more than you can give, tell them that you have to
talk to your supervisor.
If you do that, make sure the guest knows exactly when you will get
back in contact.
17. Complaints
Resolving the Complaint
8. Thank the guest for bringing the complaint to your attention.
The complaint is a gift and must be appreciated.
18. Complaints
Guests who Complain
The Loud Aggressive Guest
This guest is angry.
Let him be angry – do not interrupt.
When you get a chance, ask questions that show you care and want to
help.
Keep calm and speak calmly.
NEVER get angry with the guest.
19. Complaints
Guests who Complain
The Hi So Guest
This guest is rich, wants the best and is happy to pay for it.
You must be very respectful.
Do not offer excuses for the problem.
Listen respectfully and ask questions to make sure you understand the
problem.
Politely offer suggestions to solve the problem.
Even better, ask the guest, ‘what do you think would be fair?’
20. Complaints
Guests who Complain
The Meek Guest
This guest is quiet and does not like to complain.
If this guest complains, there is a problem.
Listen very carefully and do you best to make the guest happy.
21. Complaints
Guests who Complain
The Chronic Complaining Guest
This guest is only happy when there is a problem.
Listen very carefully and ask a lot of questions.
Take a long time to talk to the chronic complaining guest.
Take even more time to apologise for the problem.
Sincerely promise that the problem will never happen again.
22. Complaints
Guests who Complain
The Rip-off Guest
This guest is always busy trying to find a problem.
When he finds one he wants compensation and a lot of it.
Ask a lot of questions to find out what the problem really is.
Make sure you know the hotel policy on compensation.
If you are not sure, pass the complaint on to your supervisor.
If the internet goes down for 5 minutes, you should not get a free room
for the night.
23. Complaints
Conclusion
The guest wants a problem fixed and he wants respect.
Always show respect.
Try to solve the problem as quickly as possible.
Try to do more than the guest expected – after the problem has been
solved, send an e-mail to ask if the guest is happy.
“Is everything satisfactory?”