CUSTOMER SERVICE TRAINING

BAR GUEST SERVICE AGENTS

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OBJECTIVES

Recognize that service delivery is not an individual responsibility Understand how your behavior and attitude influences your colleagues Develop confidence and skill as a tool to be used to solve problems Communicate assertively and effectively Learn ways to make customer service a team effort.
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WHAT IS CUSTOMER SERVICE? Customer service is described as The Set of Behavior that a business undertakes during its interaction with customers. It should provide satisfaction, the customer should walk away pleased at the result of the transaction- not just content but happy and a happy customer will be a 6/6/12 returning customer!!!! 33

WHO ARE YOUR CUSTOMERS?

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There are two types of Customers: INTERNAL EXTERNAL

Internal customers are people, departments or agencies served by what we do within the organization.

External customers are people, departments or tenants who pays 44 to 6/6/12

WHAT DO THESE BELIEFS MEAN?

Service

is a philosophy it is not a departmental program or policy. - means exceeding customer expectations.

Service

Customers want to know about products and services but in a time- 55 6/6/12

Information

BASIC NEEDS OF CUSTOMERS They desire to be Understood They desire to feel Welcome They desire to feel Important They desire to feel Comfortable
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MEETING GUEST EXPECTATIONS

PUNCTUALITY FIRST IMPRESSIONS QUALITY CONSISTENCY In product and service

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BARRIERS OF QUALITY DELIVERY

Lack of tools and equipment Poor communication Skills Lack of information Poor time management Lack of job knowledge

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Benefits of Customer Service Goodwill Increase in repeat business Marketing strategy Recognition Star performer of the month

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PRESENTING THE PROFESSIONAL

Do customers like hanging around rude unhappy people? Do you understand the power of a SMILE? Do you show sincere interest in your customer, engage and entertain small talk? Do you greet guest with a smile and pleasantry before taking their order?
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Are you aware that a negative first impression may turn a prospective 6/6/12

PRESENTING COURTESY

Open a conversation with a sincere compliment Promptly offer refreshments with a smile. Ensure your personal attire and personal grooming is up to the standard of the hotel. Welcome every chance to serve the guest. Maintain congeniality and courtesy in all conditions

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STANDARDS

Maintaining standards, expectations and targets are good, they provide motivation for compliments, rewards and the opportunity to be offered a promotion.

Some components of customer service are;

Personal approach Information Quality up

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COMMUNICATION

Some Barriers to effective communication are: Noise Language Culture Disinterest Experience Education
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WHAT IS COMMUNICATION

The problem is that Listening and Hearing is not the same thing We must Listen for names and titles We must Listen with Interest Try to get rid of assumptions while you Listen Listen for what isnt said

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When dealing with angry, upset or disappointed guests.

Listen

-Listen attentively, without interrupting, encouraging the guest to voice all their concerns

Empathize

-Try to reassure the guest you have an understanding of how they feel.

Apologize -Apologize sincerely before offering an alternative. An apology is not necessarily an admission of fault but an acknowledgement that your intentions are good. Remain calm Breathing slowly, smile and keep eye contact. Negotiate Invite the guest to an area that is private and out 1515 of the vision of other guests.

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NON- VERBAL COMMUNICATION

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QUALITY OF SERVICE

Some Barriers to effective communication are: Performance

Did I perform the service in a manner acceptable and pleasing to the guest?

Conformance to standards Did the service conform to the standard of the hotel? Service features Are

the features of this service what the guest 6/6/12 thought they would be or what they should be? 1717

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