Downloaded 188 times
Uploaded byDr. Hj Mohamad Idrakisyah
Hospitable Customer Service
The document outlines strategies for sustaining a hospitable customer service culture, emphasizing the importance of empathy, active listening, and effective responses to customer feedback. It also highlights key components of excellent service, adherence to job descriptions, and the necessity to weed out negative policies and behaviors that hinder service quality. Additionally, it discusses stress reduction techniques and the impact of employee well-being on overall job satisfaction and customer retention.
More Related Content
Similar to Hospitable Customer Service
Hospitable Customer Service
- 1.
- 2. BUILDING UPON HOSPITABLECUSTOMER SERVICE CULTURE KEEPING CUSTOMERS CLOSE TO YOU KEYS TO SUSTAINING HOSPITABLE CUSTOMER SERVICE CULTURE STRESS REDUCTION TECHNIQUES & MAINTAINING SELF MOTIVATION
- 3. BUILDING UPON HOSPITABLECUSTOMER SERVICE CULTURE MODULE 1
- 4. 1. ____________________________________ ____ 2. ____________________________________ ____ 3.____________________________________ ____ 4. ____________________________________ ____
- 5. 1. WE CAN’TSTOP THE CUSTOMERS FROM COMPLAINING 2. WE CAN’T STOP THE PRESSURE FROM THE BOSS 3. WE CAN’T STOP THE COMPETITION FROM OTHER HOTELS 4. BUT WE CAN STOP THE BLAME GAME AND START TO DO SOMETHING ABOUT IT
- 6. KEY COMPONENTS OF EXCELLENTSERVICE HOSPITALITY THE 5 ESSENTIAL ELEMENTS
- 7. THEY PAY OUR SALARIES THEYBRING PROFIT TO COMPANY MAKE THEM FEEL IMPORTANT - BEAR WITH THEM
- 8.
- 9. LISTEN WHAT THE MARKETIS SAYING
- 10. RESPOND POSITIVELY SEEK WAYSTO HELP
- 11. FULFIL YOUR PROMISE GIVEMORE THAN EXPECTED
- 12. GROUP DISCUSSION WHAT ARE YOURCOMMON CUSTOMER FEEDBACKS ?
- 14. KEEPING CUSTOMERS CLOSETO YOU MODULE 2
- 15. WHAT ARE YOUR CHALLENGES COMPLYINGWITH YOUR JOB DESCRIPTION ?
- 16. ADHERENCE TO JOBDESCRIPTION FOR CONSISTENT CUSTOMER SERVICE STANDARDS THE 2 ESSENTIAL ELEMENTS
- 17. TO RELAY JOB REQUIREMENTS ASENSE OF COMPANY CULTURE
- 18.
- 19. BE THE VOICEOF THE CUSTOMER
- 20. UNCOVER THE REASONSBEHIND FEEDBACK SCORES KNOW WHEN YOU ARE NOT DELIVERING ON YOUR PROMISE
- 21. TO RETAIN EXISTINGCUSTOMERS IMPROVE PRODUCT & SERVICES TO ATTRACT NEW CUSTOMERS
- 22. 1. ________________________________________ 2. ________________________________________ 3.________________________________________ 4. ________________________________________ 5. ________________________________________ 6. ________________________________________ 7. ________________________________________
- 23. 1. HANDLE THEPERSON FIRST THEN THE PROBLEM 2. APOLOGIZE 3. SHOW EMPATHY 4. FIND SOLUTION 5. MAKE RECOVERY PROCESS 6. OFFER COMPENSATION ( DEPENDING ON THE SITUATION) 7. FOLLOW UP
- 24. KEYS TO SUSTAININGHOSPITABLE CUSTOMER SERVICE CULTURE MODULE 3
- 25. WEEDING OUT BADPOLICIES
- 26.
- 27.
- 28. WEEDING OUT DAMAGINGBEHAVIOURS
- 29. OVER PROMISE -UNDER DELIVER FORGETTING TO USE COMMON COURTESIES TALKING / EATING IN FRONT OF CUSTOMERS COMPLAINING ABOUT THE COMPANY TO CUSTOMERS
- 30. SHARE CUSTOMER FEEDBACKWITH ALL RECOGNITION EVENTS FOR STAFFS EXPLAIN HOW EMPLOYEES PERFORMANCE AFFECTS OTHERS WEED OUT UNDESIRABLE CHARACTERS
- 31. THE BENEFITS OF CUSTOMERSERVICE MINDSET
- 32.
- 33.
- 34. SECURITY = CONTINUED EMPLOYMENT - CAREER PROGRESS- MONETARY BENEFITS
- 35. STRESS REDUCTION TECHNIQUES& MAINTAINING SELF MOTIVATION MODULE 4
- 36. INTERPERSONAL TENSION: ARGUMENTS ATWORK AND AT HOME ARGUMENTS WITH HOTEL GUESTS MARRIED EMPLOYEES REPORT GREATER DAILY WORK STRESSORS THAN NON-MARRIED EMPLOYEES
- 37. GENDER DIFFERENCE: WOMEN EXPERIENCE GREATER OCCUPATIONALSTRESS THAN MEN
- 38.
- 39.
- 40.
- 41.
- 42.
- 43.
- 44.
- 45. GET AN ADEQUATE AMOUNTOF REST AND SLEEP
- 46. SPEAK TO YOUR SUPERVISORIF YOU FEEL STRESS BUILDING
- 47. 1. ____________________________________ ____ 2. ____________________________________ ____ 3.____________________________________ ____ 4. ____________________________________ ____
- 48. DON’T TAKE ITPERSONALLY - BE PROFESSIONAL TAKE IT AS A LEARNING CURVE SKILLS & EXPERIENCE COMES WITH A PRICE AS A STEPPING STONE FOR YOUR CAREER PROGRESSION
- 49.
Editor's Notes
- #7Â 1. No point in having a beautiful hotel but having ugly customer service
- #8Â Respect the fact that customers actually pay our salaries and make our profits for us. Make them feel important and appreciated and treat them as individuals, not ciphers. Remain polite, even if they are asking irritating questions, and thank them every time you get the chance. When something goes wrong, know how to apologise. It's easy, and customers like it. The customer may not always be right, but the customer must always win. Make it easy for customers to complain, and take their complaints to heart. It's an opportunity to improve your service and product.
- #9 1.Understand, identify, and anticipate needs. Customers don't really buy products or services; they buy solutions to problems. The better we solve those problems, the more appreciative they are, and the better their experiences in dealing with your business. The better you know your customers, the better you can anticipate their needs. Communicate regularly: Engage in conversations and exchange ideas and you will become keenly aware of their wants and needs—and therefore better able to satisfy them.
- #10 Keep your ears—and eyes—open. Hear what the market is saying, open dialogues, and be a good listener. Identify customer needs by asking questions and concentrating on what the customer is really saying. Effectively listening to the customer and giving him or her your undivided attention, even in an online environment, are particularly important. Encourage and welcome feedback and suggestions from your customers about your service and your product. Provide methods that allow them to offer constructive criticism, comments, and suggestions.
- #11Â Now you have to respond positively. This is not to say that you have to change your entire business model or product line to suit the demands of various customers. Seek ways to help your customers and give them what they are looking for without compromising your company or products. In most cases, requests will be fairly straightforward and achievable. Even if they are unreasonable or appear impossible to fulfil, offer to look into the matter and promise to come back with an answer within a specified time period. Look for ways to make it easy to do business with you. And always do what you promise.
- #12 Essentially this means fulfilling your promises.Help customers understand your systems. Your organization may have the world's best systems for getting things done, but if customers don't understand them, they can get confused, impatient, and angry. Take time to explain how your systems work and how they simplify transactions. Give more than expected. Since the future of all companies lies in keeping customers happy, think of ways to elevate your company above the competition. Consider how to give customers what they cannot get elsewhere. Offer them something that is totally unexpected—give them the "wow" factor. And thank people for giving your company their valuable time, even when they don't buy.
- #16Â Break groups into 3 Each gets 1 Job Description - Refer Blue Wave JD They discuss and later present findings - what are their challenges complying to their Job Description
- #17Â 1. No point in having a beautiful hotel but having ugly customer service
- #27 He said that the company's focus was no longer on serving their clients; it became, instead, about "how we can make the most possible money off of them.” While long-term success depends on quality products and good service, short-term growth is sometimes best achieved by cheating customers.
- #28Â Employees who are eager to help, but all lack the authorisation to solve your problem. And that manager just happens to be unavailable at the moment because she is too busy
- #43Â 1.Such as meditation and Yoga, long walks as well as any other physical activity that allows your body to reduce its blood pressure, maintain the breathing rate and reduce the heart rate in order for the body to recover from to being stressed and instead becoming more active!
- #44 1.Review your lifestyle and subsequently analyse your diet; large amounts of sugar, processed foods and caffeine can interfere with an individual’s resistance level thus increasing the reactivity of stressful situations.
- #45Â 1.A powerful relaxation technique; every hour or so take deep breaths, allowing your pulse to slow down, muscles to relax, hormonal and digestive systems to proceed with maximum efficiency and thus you feeling more rejuvenated like a mini vacation.