Conducted by:Vicente Eduardo I. Molina

BASIC CUSTOMER

SERVICE PRINCIPLES

DEFINITION OF CUSTOMER

“Anyone within or outside the firm or company who is the recipient of one’s work output”.

“Within” – Internal Customers.“Outside” – External Customers.

CUSTOMER SERVICE STRATEGY

Customer Satisfaction Framework

CORPORATE VALUES

Customer satisfaction.Employee satisfaction.Teamwork.Commitment.Stockholder satisfaction.

CORPORATE MISSION and PHILOSOPHY

To produce and sell room accommodations, food & beverages, entertainment and other related services at quality and price levels appropriate to a five-star world-class hotel serving upscale markets.

To establish a reputation and standing in the domestic and international travel and tourism markets as a fine, high-quality establishment.

To provide satisfying jobs and careers to its personnel.

To earn a satisfactory rate of return for its stockholders.

CORPORATE VALUE #1

Customer Satisfaction

Customer Satisfaction

Customer Expectati

on

Customer Expectati

on

Deluxe Hotel

Deluxe Hotel

Customer Satisfaction

Customer Complaint

Customer Satisfaction

Recovery Paradoxon

Customer with service failure and successful recovery

Customer without service failure

Service Recovery

TimeService

Failure

CORPORATE VALUE #2

Employee Satisfaction

Employee Satisfaction

More investments

Stockholder Satisfaction

Growth and Profits

Repeat Business

Higher Quality

Greater Effort

Employee Satisfaction

CORPORATE VALUE #3

Teamwork

Team Vs. Group

A team is internally organized, with specific goals and usually with specific roles for the different members.

A group is just a collection of people with something in common, such as being in the same place or having a shared interest.

Teamwork

A teamwork is a joint action by a group of 2 or more people who come together to achieve a purpose. There is no magic formula for “building a team”. Teams are organic – they grow and change – so make use of the opportunities that change offers.

Teamwork Quotations

“Coming together is a beginning”.“Keeping together is progress”.“Working together is success”.“Talent wins games, but teamwork

and intelligence wins championships”.“None of us, including me, ever do

great things, but we can all do small things, with great love, and together we can do something wonderful”.

CORPORATE VALUE #4

Commitment

Commitment = Highest Form of Retention

Strong belief and acceptance of Company’s Goals and Vision.

Willingness to exert considerable effort for the continual success and growth of the company.

Strong desire to maintain membership in the organization to uplift the status of the organization, boost productivity, refurbish mistakes and failures.

CORPORATE VALUE #5

Stockholder Satisfaction

Stockholder satisfaction

Stockholder Satisfaction

More Investments

Employee Satisfaction

Greater Effort

Growth and Profits

Repeat Business

Higher Quality

Types of Customers

1. Internal Customer.2. External Customer.

Internal Customers

Anyone you count on or rely upon to complete a task or a function or to provide you with information so that you can get your job done.

Anyone who counts on you to complete a task or function to provide then with information so that they can get their job done.

We are Customers to EACH OTHER

“It is tough to give great service to external

customers if there is conflict, unhappiness and lack of respect within your

organization”.

Essential Elements of Internal Customer Service

1. Know the mission of your organization and your role.

a. Why does your employer pay you?b. What basic function do you perform?c. What is the reason your department

exist?

2. Internal customer service is everyone’s responsibility.

External Customers

Anyone who is not part of or affiliated with a particular business, and who are also the purchasers or recipients of that business’ ”output”.

Someone who signs a check, pays our employer, and ultimately makes our pay check possible.

Trauma of an External Customer

Travel Arrangeme

nt

•Buys tickets•Choose hotel•Make reservations

Preparation

•Do the packing•Advices important people•Make personal/business arrangement•Arrange transport to airport

Trauma of an External Customer

Departure

•Wake up early•Travel going to airport/terminal•Obtain boarding pass•Clear immigration/wait for boarding

Travel time

•Spend hours sitting on a bus/plane or boat•Sometimes delayed , cancelled or changed departure time

Trauma of an External Customer

Arrival

•Collect luggage•Clear immigration, customs

Transfer to hotel

•Get taxi or wait for pickup•Go through traffic jam

Trauma of an External Customer

Hotel

•Expects excellent service

What are the Basic Needs of our Hotel Guests?

Food Quality.

Cleanliness.Safety.Attendant Courtesy.

Comfort.

Three Important Service Standards According to Customers

Timeliness.

Accuracy.

Courtesy.

Main Principles of Customer Service

Quality Service.

Responsive Service.

Respectful Service.

Quality Service

Show pride in yourself, your department, unit, section or division.

Demonstrate knowledge of your job and role in the organization.

Be skilled at problem solving.Behave professionally in all situations.

Have concerns for results.Constantly strive for improvements.

Responsive Service

Take responsibility in carrying out your job.

Give immediate attention even if the entire request cannot be fulfilled at once.

Take action to resolve the request.Demonstrate creativity (extending

beyond customary rules and practices).Provide clear and accurate

communications.Bring proper closure to the service

interaction.Be a good team member.

Respectful Service

Listen.Act naturally, not phony.Empathize (the golden rule of service).

Tell the truth (demonstrate integrity).

Use good interpersonal relationship skills.

Monitor your voice tone and non-verbal communications.

Avoid bringing personal concerns to the job.

Total Customer Experience

Customer’s product experience

Customer’s transaction experience

Customer’s interaction experience

TOTAL CUSTOMER EXPERIENCE

Main benefits of improving customer satisfaction

Retention

Related sales

Referrals

Customer Loyalty

The term customer loyalty is used to describe the behaviour of repeat customers, as well as those that offer good ratings, reviews or testimonials. Some customers do a particular company a great service by offering favourable word of mouth publicity regarding a product, telling friends and family, thus adding them to the number of loyal customers.

“In order for us to be a successful organization in service to our external customers, we must first serve each other”.

Remember: