Transcript: There is a difference between fast and efficient service. Do not continue to do things the same old way because that is “how they are done”. You were hired to use your experience and skills to better the organization – take that challenge seriously. It may not always be possible to say “yes” but the customer must know that you have done everything possible to help them accomplish their goal. Make eye contact, smile, and speak (when appropriate) to every customer you encounter. No exceptions. Customers of government agencies do not choose to do business with us, they have to. The only way to overcome this challenge is to provide exceptional service. The implementation of process improvement requires a global perspective. Know what the agency does. When you do, you will know that your work has purpose and that “That’s not my job” shouldn’t be part of your vocabulary. Ask and offer. Your professionalism is judged based on your appearance, your attitude, your manners, your knowledge, and your abilities. It is a package, fail on just one count and you risk making a bad impression. Use your knowledge, skills, and resources to respect your customers’ time, but never rush – it is disrespectful and it dramatically impacts both the relationship and the outcome. Keep your eyes open. If you see something that doesn’t work the way it should, take steps to make it right or at the very least, call someone’s attention to it. Customers care how many people they have to talk with to get the answers they need. If you need to transfer or hand off a customer, make sure it is to the right person, and be sure you’ve prepared that person to ensure a seamless transition. Your career and your livelihood exist because of the customer in front of you. Be grateful and appreciative. To provide accurate information, you must know your job and have a thorough understanding of agency processes. Engage with your co-workers, ask questions, keep up with your industry. There is always more to learn – attend training when it is offered. Respect your customer’s concerns about dealing with government. Resolving an issue or completing a request may take longer, but acknowledgement of the request should happen the day it is received. Know your business. Do not overpromise or under-deliver. Manage expectations by setting reasonable goals. Give careful thought to timelines and make your word your bond. Moreno Valley Service that Soars Never assume you know what your customer needs. Good questions evoke good answers, but only if you’re listening. Resolve not to interrupt. Exercise patience, be polite, and pay attention. Venture outside your world. There is no better way to gauge your success than to ask for feedback. There is no better way to demonstrate your commitment to the customer than to provide a card and offer your continuing assistance. A customer is not a football. Connect. Keep a bad mood to yourself. Respond within the same day. Say “Thank you”. Remember, first impressions matter. Treat customers like they have a choice. Put a human face on the customer’s dealings with what is often considered a complex bureaucracy. Customers enjoy doing business with people they like and trust. Yes, it is your job to make customers like and trust you. Keep your word. Remember who you work for. Ask, then be quiet and listen. Question the status quo. A customer should NEVER have to deal with your difficult day. Everything is your job.
Transcript: Playing violin for the Veterans: The Experience The Social Issue Battle Creek VA Medical Center Entertaining Soothing Parties Interactive Actual Service Project Using my talents for others Small acts of kindness Mission: Honor America's Veterans by providing exceptional health care that improves their health and well-being. The Proposed Project What I have learned: Stress and Anxiety Integrating back into society Dealing with aging bodies Therapy staff Nurses Veterans Veteran Pal: Visit days Increasing Awareness Parking at VA Playing for a dying person Impact on me Impact on the family Volunteering at the Battle Creek VA The people I worked with:
Transcript: huddle Mrs. Rossi huddle to crowd together crowd huddle separate
Transcript: Convenience: Customer easy access via mobile Phone First Time Guests? Result: Customer only receive information that is valuable to them Inform status of Room http://ehotelier.com/insights/2015/07/20/5-ways-hotels-can-use-technology-for-a-better-guest-experience/ Memorable Hotel Service By Eugene, Shane, Charles HIRING PROCESS Conclusion technology and humans working hand in hand training to ensure top quality experience motivation to ensure task completion 360 degree feedback http://scholarship.sha.cornell.edu/cgi/viewcontent.cgi?article=1203&context=chrpubs Mobile Revolution Reservation Create memorable experience for our customer (tourist) Hotel is a organization in which a group of people who form together in order to achieve a particular aim: Offer to make a more personalized services( Track Preferences of Air-con Setting, Type of room request, Addressing the name of the Customer, Type of food). Where have you been? Data & Technology To Improve Memorable Experience Repeated Guests? Prior To Check In Assess And Anticipate Needs, Prior To Customer Needing It. POST GEOLOCATION DURING Desire Potentials By Customers
Transcript: Situation General practitioner = dokter umum Nurse = perawat Dentist = dokter gigi Oculist = dokter mata Headache = sakit kepala Stomachache = sakit perut Toothache = sakit gigi Prescription = resep dokter Diarrhoea = diare Fever = demam Antibiotics = antibiotik Cold = pilek Medicine = obat Midwife = bidan Cough = batuk Symptoms = gejala Infection = infeksi Glosary and Usage Hotel Service *Arrive = tiba The doctor should have arrived at 8 o’clock this morning. *Worry = cemas, khawatir You don’t need to worry about his physical condition. *Traffic jam = kemacetan lalu lintas I was often late because of the traffic jam along the main street. *Unwell = tidak sehat You look unwell because you went to bed later at last night. *Hope = berharap I hope I could recovered before I leave this place next week. *Headache = sakit kepala I often have a headache after working all day in the office. *Go down = turun You don’t need to go down from your room because he’ll come to see you. A few minutes later..... Mrs. Larson has heavy headache. She directly calls receptionist to ask about hotel’s doctor. Please pay attention to the conversation. Reception : Good morning, Crystal Lotus Hotel. Nancy speaking. May I help you? Mrs. Lawson : Good morning. This is Jessica Lawson in room 305 (three zero five). I’d like to ask you whether there is a doctor in the hotel this morning? Reception : Yes, ma’am. There is a general practitioner in the hotel, but I’m afraid he hasn’t come yet. Mrs. Lawson : What time does he usually come in the morning? Reception : Actually, the doctor should have arrived at 08.30. Mrs. Lawson : Yes, that’s right. After taking a bath, I suddenly had a severe headache and I felt very cold. Reception : I hope the doctor is coming soon and if he has arrived, I’ll let you know. Mrs. Lawson : Thank you for your help. Reception : Yes, this is Jessica Lawson in room 305. Mrs. Lawson : The doctor has just come and I’ve told him your problems, Mrs. Lawson. Reception : Thank you. Shall I go down and see him in his room now? Reception : You don’t need to go down because the doctor will come to see you in your room in a few minutes. Mrs. Lawson : How about the fee later? Reception : You don’t need to worry about that. The doctor will tell you how to pay. Mrs. Lawson : Okay, I’ll be waiting for him. Thank you very much for your help. Reception : Very welcome. Untuk menanyakan sudah berapa kali seseorang tinggal di suatu tempat: How many times have you ever stayed in this hotel? How many times have you visited this hotel? How many times have you ever been to this hotel? Untuk menanyakan sudah berapa lama seseorang berada di suatu tempat: How long have you been here? How long has he been staying in this hotel? How many days have they been in hotel? Untuk menanyakan kapan sesorang akan datang: When will you arrive here? When will he be arriving? May I know when he will arrive in this city? Untuk menanyakan kendaraan yang digunakan seseorang saat datang atau pergi ke suatu tempat: How did you come here? How will they go there? How did the doctor come here last night? How do you usually go to office?
Transcript: LIGHT SERVICE We recommend the hotel according to your preferences. HOTEL SERVICE HOTEL SERVICE HOTEL SERVICE We recommend the hotel according to your preferences. LIGHT SERVICE Let us be your inspiring guide for your next trip and proceed with the bookings by yourself. Let us arrange all your bookings and plans during before and during your trip DESTINATION PLANNER DESTINATION PLANNER We recommend the hotel according to your preferences. DESTINATION PLANNER DELUXE SERVICE We will plan your complete trip. Sit back and start relaxing! You get a tailor-made itinerary with all the things you need to see. Let us arrange all your bookings and plans before and during your trip We will plan your complete trip. Sit back and start relaxing! Let us be your inspiring guide for your next trip and proceed with the bookings by yourself. You get a tailor-made itinerary with all the things you need to see. TRAVEL CONCIERGE TRAVEL CONCIERGE DELUXE SERVICE You get a tailor-made itinerary with all the thing you need to see.
Transcript: The person solving the request has to know what to do, be CLEAR in your description. Always use your full name at the end, no initials. "Why are we using the system?" What is going wrong EXAMPLE How to use the system Creating a work order A request from a guest in an occupied room. A guest request is always located to a room, NEVER to a public area. The difference: work order vs guest request Improve our service Reduce the amount of complaints Satisfy the guest at all time Reduce the usage of wrong categories Measure the requests and filter for solutions To be able to realize these benefits, we have to: What is going wrong Usage of wrong categories: Creating a guest request End of the presentation, thank you for your attention! Creating a guest request Hotel Service Pro What is the problem? What can we do to assist you? Where is the problem? Which bathroom? Which cabinet is broken? What kind of towels do you need? How much do you need? If the problem is not clear to you, keep asking the guest. The person solving the request has to know what to do, be CLEAR in your description. Always use your full name at the end, no initials. Assign the request to the right department. Make clear: WHAT the problem is, WHERE the problem is, WHO made the order, WHO to assign it to. Creating a work order Questions Wrong categories and vague descriptions: Guest request: These are work orders, NO guest requests (difference between EXTRA items and MISSING items)
Transcript: By : Naw Wonderful Awgyi Han Naing Zin Ei Ei Moe Failed to greet customers when they step in Hanging up on angry customers Eating in front of customers Putting a call on hold without asking Avoid eye contact with customer Socializing with other employees while dealing with customers Forgetting to use common courtesies Yelling at a customer Using technical jargon when talking to customers Complaining about the company to customers First provide direct employee training Look to optimize employees’ strengths Use an e-learning program to train employees Give new employees a task, in line of training Encourage employees to share their expertise Let employees teach themselves and give guidance along the way Expose employees to activities that will foster personal growth Communicate daily Outline processes for new hires Ensure employees fully comprehend the training Be aware of the 3 things every customer wants To be heard To be understood To be cared for Smile, Eye contact, comment Listen to the customers Empathize the customers Create solutions for the customers issues Clarify the situations with the customers Follow up with your customers Phone E-mail Drip campaign Handling Customer Complaints Thank You For Your Attention 5 Ways to serve great customers In conclusion, we need to meet customers satisfaction in order to get customers loyalty and to smile and polite while dealing with customers Importance of employees in hotel industry Resolving the problems Listen intently Thank them Apologize Seek the best solution Reach agreement Take quick action We warmly welcome your questions Good Service Ways to improve customer service Patience & Attentiveness Clear communication skills Build business to customer loyalty Ability to "Read" customers Ability to use "Positive Language" Provide true customer service Be honest with your customers Educate your staff Ways to get excellent employees Strengthen your customer service Let Customers Get to Know You Improve your customer satisfaction Be Available Enhance your customers service strategy Offering Specials Services Give your customers a way to provide feedback Offer Knowledge Introduction Definition of Customer Service Ways to Improve Customer Service Importance of employees in business Ways to train employees Handling complaints & Problem solutions Good & Bad service in hotel industry Benefits & Conclusion Benefits of excellent customers service Providing service to the customers to meet with their expectations Always polite and smile while dealing with customers Always makes the customers happy Resolving problem & Handling conflict Consideration & Respect Never afraid to ask questions to the customers if you don't understand Confident and are motivated Knowledgeable and hardworking Will not hesitate to step up and go extra mile Its nature-manpower intensive industry Having direct interactions with the guest Increased business growth Higher employee motivation and development Customers satisfaction Increased efficiency Successful business strategy Agenda Conclusions What is Customer Service ? 1. Impressive First Impressions Matter 2. Attend to Guests Quickly 3. Be Polite and Pleasant at All Times 4. Little Things Matter 5. Welcome Feedback Now we will give you a look at the negative and positive side of service in the hotel industry. We will show how hotel and restaurant should serve to the customers. So, please sit back and enjoy our video. Customer Service at a hotel Bad Service
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