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cs 147852369

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Asdf Lkjh

on 10 March 2016

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Transcript of cs 147852369

Agenda
Customer Service Training
After this training you will..
What is customer service and why is this important
Who is our customer
Communication
Understand what
customer service means
& what it consists of
Understand how communication
can improve customer service

Good Customer Service
Bad Customer Service
Proud and confident employees
Retained & loyal customers
Decreased costs
Increased SALT-scores
Word-Of-Mouth & reviews
Increased revenues
Increased profit
Disloyal customers
Increased costs
Decreased SALT-scores
Word-Of-Mouth & reviews
Decreased revenues
Decreased profit
Who are our guests?
International Corporate
Local Corporate
Government
Business Travel Agents
Arts
Media and Entertainment
Private Dining
Leisure
Groups
Meeting Delegates
Local Workers and Residents
Airline Crew
Private Individuals
Families
Disabled Travelers
Booked out Guests from other properties in the area
Internal guests
Business guests
Location
Transportation possibilities
Discounted business rates
Easy to book
Wifi
On-site F&B
Gym
Room Service
Dry cleaning
Meeting rooms
Efficient service
Uncomplicated processes
Cleanliness
Quiet room with good facilities
Professionalism
Acknowledgment for repeated business
Staff to remember me
Leisure guests
Central location
Price, promotions & packages
Transport connections
Breakfast included
Brand awareness
Leisure facilities
Information on attractions
On site F&B Bar & Restaurant
Late check-out
Theatre & Attraction tickets
Luggage storage
Cleanliness
Knowledgeable staff & recommendations
Friendly staff
Relaxing environment
Value for money
One size does NOT fit all!
Our guests needs & expectations are often unique to them and their own circumstances...

It pays to establish the purpose of their visit to help establish what their potential needs and expectations will be! And then... go the extra mile!
Why guests do not come back
14% Product Dissatisfaction

9% Competitive Reasons

5% Social Reasons

3% Move Away / no longer visit area

1% Die (whilst a current customer)

68% Service received, attitude or indifference
from a member of staff
How to win customers and keep them for life (2000) – Michael Leboeuf)
Going the extra mile
Exceeding expectations
Gaining trust
The power of YES
Personal & hassle-free service
consistency
reliability
(almost) Nothing is impossible!
If it is, this is due to...
Health & safety
Laws & legislations
Confidentiality
Licensing laws
Employment laws
Communicating skills
Communication consists of:

......% Words
......% Tone of voice
......% Body language
7
38
55
Non-verbal
communication
Body posture & position
Clothing/uniform
Eye contact
Eye position
Gestures
Facial expressions
Touching
Fidgeting
Personal space
Intonation
Pitch
Rate of speech
Volume
Tone of voice
Listening skills
Non-verbal






Verbal
Position (open arms, sit straight up)
Nodding
Making eye contact
Mirroring
Painting a mental picture
Paraphrasing
Small confirmations (yes, uh-huh)
Ask questions/clarification
Crucial conversations
What makes a conversation crucial?
High stakes
Emotions
Difference in opinion
Personal values
How to avoid a crucial conversation to (further) escalate?
Start with the heart
Learn to look
Make it safe
How do you gain trust?
Surprising the guests
To be heard
To be understood
To be acknowledged
To be respected
To be remembered
Ask the other
?
Full transcript