To know more about the Customer Service. Who are our Customer. How to handle their complaint. The Success of Company and all it’s brands by training the staff for exceptional customer service standards and guest satisfaction.

1. Service Professional Training
By Austin
Austin’s Company
Customer Service Management

2. Execution Engagement ExperienceE 3 =
* To create best in class Performance through our
commitment to Associates and E3
Our Vision

3. Increase Customer Satisfaction
People don’t care How much you
know, until they know how much you
care!.

4. 1.Customer First
 Customer are the focus of everything we
do. Our work must be done with our
customer in mind.

5. 2. Integrity
We demonstrate honesty, Integrity and
morality in all our relationship. We do not
take personal advantage or promote any
actions contrary to ethical standard.

6. 3. Ownership
We are empowered to resolve guest
problems immediately. We pay close
attention to details and we take
responsibility in everything we do.

7. 4. Leadership
Walk and talk lead by the example we must
inspect what we expect.

8. 5. Innovation
We craft inspired experience, we promote
creativity and embrace technology.

9. 6. Growth
We are committed to providing all
employees with training and development
on a continual basis, match with
opportunities for personal growth
enrichment and development.

10. 7. Respect
We respect the Individual and the company
assets. We work as team.

11. 8. Profitability
We are committed to providing the
company revenue and conduct ourselves
with great financial awareness.

12. We achieve success using E-3
Experience
Engagement
Execution

13. Tools
Brand
Voice
Standard

14. Execution
 Tools = Brand Voice & Standards
 Brand Voice = The Combination of the tangibles &
intangibles that together create and communicate brand
personality
 Tangibles = F&B, Guest Room, Spa, Swimming Pool,
Fitness Centre
 Intangibles = Signature Service, Design Strategy,
Atmosphere & Attitude

15.  The Brand Voice infuse everything the Company does,
down to smallest details
 Its our personality;
 the souls of our brand;
 the elevated experiences we promise to deliver.
Brand Voice

16. “It is important that we keep the brand voice consistent
through all departments. By doing so, our guest will be able to
identify what makes the company brand better then others.

17. Q: Why is important to uphold the
Customer standard?
A :Our Guest
 Because of Who our
guest are it is important
that they feel confident
that you care about them
and it can resolve the
problems.

19. The Accomplished
87% College Educated

20. Now that we know who our guest are, we can
engagethem in search way that shows
our brand standard who they are and why
they choose to stay with us.

21. Engage (Verb)
1.To attract or please.
2.To win over connect with.
Engage

22. Words
Body Language
How

23. Words
7%
Tone of Voice
38%Body Language
55%
Message Communicate
Words Tone of Voice Body Language

24. Acknowledge the Guest Present
We acknowledge from 10 foot steps
How?
By using Eye
Contact
We Start to Greets them from
3 foot Steps
Good Morning Mr. Ian, How may I be of
your service?

25. • Hi,
• Yeah,
• Sure,
• Ok,
• No Problem.
Average
words &
Phrases
• Absolutely,
• Certainly,
• How may I be of service,
• Is there anything else that I can do to
assist you.
Connecting
Words &
Phrases
Words Your message is communicate through your words 7%
And through your tone of voice 38% (Albert Mehrabian, Porfessor
Emeritus of psychology UCLA

26. •Smile
•Eye ContactDos
•Pick
•ScratchDont’s
Body Language 55% of your message through is body languages
(Albert Mehrabian, Porfessor Emeritus of psychology

27. Standard (Customer Standard) CS
 CS 1 : I use my guest name. I always respect my guest make them feel at
Home.
 CS 2 : I never say “No”, I always go extra mile to delight and pamper my
guest.
 CS 3 : I respect my guest, my fellow colleague and our company. I treat
everyone the way I like to be treated.
 CS 4: I take responsibility to provide personal service, I always escort my
guest.
 CE 5 : I take pride in my appearance and working place. I always make great
first impression.

28. Standard (Customer Standard) CS
 CS 6 : I am empowered to do the right things. I will act upon opportunities
to exceed my guest expectations and to leave them Inspired.
 CS 7 : I make every journey through our hotel a discovery, I am
responsible for keeping our hotel clean and creating a safe and accident-
free environment.
 CS 8 : I own and Immediately resolve my guest problem. I thank our guest
for giving us an opportunity to improve our hotel service.
 CS 9 : Working together is success. I always practice teamwork and
provide lateral service.

29. Standard (Customer Standard) CS
 CS 10 : There is always things to do better. I strive for it. I always think
out of the box and share my ideas and creativity.
 CS 11 : I have the opportunities to continuously learn and grow. I am
maximizing my talents every day.
 CS 12: I will conduct myself with honesty and integrity at all time. I
respect the value differences.
 CS 13: I have a part in maximizing our hotel revenue. I always reduce
wastage, protect our company assets and increase our sales.
 CS 14: I am passionate about our environment. I strive to protect our
surrounding for next generation.

30. *When you encounter the
guest with the problems
use the LEARN steps to
guide you.

31. L
E
AR
N

32. Listen
Empathize
ApologizeReact
Notify

33. What is Learn Steps?
 L=Listen (Give the guest full attention)
 E=Empathize (Put yourself in their shoes) (Use
empty statement)
 A=Apologize (be genuine)
 R=React (Fix the issue)
 N=Notify (Report to superior)

34. Give the guest full attention

35. Put yourself in their shoes (Use empty statement)

36. be genuine

37. Fix the issue

38. Notify (Report to superior)

39. *Handling the guest problems is not always
pleasant, however, Keep in mind that each
problem hold an opportunity to make that
guest feel valued. guest feel valued.

40. How the problem is handled can have a
serious impact on the guest
satisfactions?

41. “The problem Experienced”
Equal Dissatisfaction for our
guest”

42. Happy
90%
Unhappy
10%
GUEST SATISFACTION
Approximately
10% one out of
ten MMGL guest
will experience
the problems
during their stay.

43. Q: Can we still
make them happy?
What can we do
to recover?

44. A: There is only
ONE way to
restore the guest’s
confidence, if He
or She experience
a problems…

45. We must go
Above and
Beyond, when
we resolving the
problems.

46. A: By using the
LEARN Method
in combination
with the MEND
model we can:

47. Exceed guest Expectations
& Create Lasting
Memories.

48. MEN
D

49. MEND Model Created by Dean
Lindsay, is the perfect way to ensure our
guest feel like they have been taking care
of.

50. M
Message the relationship with the
guest using solid communication

51. Here are Ten aspects of a solid
communication plan:
 1. Document and communicate the goals and strategy in simple
words. Repeat that message over and over again.
 2.Clearly define the individual responsibilities needed for implementing
and executing the strategy. Provide a clear and detailed roadmap as
guidance; otherwise the team may stray from the strategy.
 4. Specify the milestones and the deadlines for achieving them. Celebrate
when each milestone is achieved.
 5. Create a Gantt chart of the project and an org chart for team members.
 6. Clearly identify the key performance indicators (KPIs) and map individual
accountability to the execution of each deliverable.

52.  7. Announce the methods used to measure progress.
 8. Give the team appropriate resources to execute the strategy – the right
people, money, and tools. Insufficient resources can hinder chances of success.
 9. Acknowledge expected obstructions and make contingency plans to address
them. During the planning stages, recognize likely roadblocks so the team is
prepared to handle them as needed.
 10. Identify systems and processes for addressing further challenges as they
come up. Allocate general responsibilities for countering problems on a timely
basis. Be prepared for further problems and account for flexibility in your plan.

53. E
Empathize with the guest

54. N
Never attack or become
defensive

55. D
H
U
G
= Heartfelt
=Unexpected
=Gesture
Deliver H.U.G.s

56. Satisfaction
Quality of Stay
Unexpected Delighter
- Presentation of delighter drives high
Satisfaction.
* Absence of delighter has no impact

57. Appropriate Delighter:
Hugs
If the guest is presents If the room is vacant

58. If the guest is presents
Evaluate the Scenario and offer
the Delighter (HUG) the best
suits
The guest & The Situation
Are they with their spouse?
Does the guest have
Children?

59. If the room is vacant:
Leave the
Chocolate and
Apology Note

60. Now Let’s put what we have learn into practice!
Now it’s time for

61. Why Role Play?

62. Break off into Group of 2
 Use proper Body Language
 Use Connecting Words with Phrases
 Engage your Guest and go Above & Beyond
You will receive a scenario
Remember to:

63. The Ideal Guest Interaction
 “Good Morning Mr. Brian
 My name is Saw, I understand there is an issue with your_________.
 (can you please clarify the issue further ?) = if only is necessary.

64. Listen Empathize Apologize React Notify
Use Empty Statement
“I apologize for the inconvenience Mr.
Brian. I appreciate your patience”
“I’ll be happy to take care of
that right away Mr. Brian”
Inform the guest you
have resolved the
issue

65. Thank
You
Guest
Service
Professional
“It’s my Pleasure. And
again I am very sorry,
Thank you for bringing
this to our attention.
Is there everything
else in your room good
working order? (use
Hug if applicable)
Please enjoy the
rest of the stay at
our Hotel! If Maybe
of further assistant
to you, please let
us know!”

66. Closing Thoughts
The Success of Company and all it’s
brands has been build upon exceptional
customer service standards and guest
satisfaction.