CMRD Staff
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Transcript of CMRD Staff
WELCOME !Let us begin with some FUN and GAMES ?
WHAT DO YOU SEE?
WHAT DO YOU SEE?
WHAT DO YOU SEE?
PERCEPTION• We have perceptions of Guest
Service.• Different guests may perceive service
differently!• This program will result in common
understanding.
Safety At Work
“Sir / Madam”
WARNING
Speaking in Hindi
Late Coming
“Yeah”
“Sure” Mobile phones
Let us introduce ourselves !
Guest Relations
Relationships are generally
Long
Informal
Personal
Are GUEST RELATIONS different?
Guest Relations
GUEST RELATIONS are
Short
Formal
Professional
Close Relationships are
Long
Informal
Personal
Guest Relations
If Guest Relations are SHORT, GUEST
RELATIONS
Short
Formal
Professional
Guest Relations
If Guest Relations are SHORT,
why spoil it?
You do not have any long term scores to settle with the guest!
GUEST RELATIONS
Short
Formal
Professional
Guest Relations
If Guest Relations are
FORMAL, GUEST RELATIONS
Short
Formal
Professional
Guest Relations
If Guest Relations are
FORMAL,
It should be kept formal,
and not made informal!
GUEST RELATIONS
Short
Formal
Professional
Guest Relations
GUEST RELATIONS
Short
Formal
Professional
If Guest Relations are
PROFESSIONAL,
Guest Relations
GUEST RELATIONS
Short
Formal
Professional
If Guest Relations are
PROFESSIONAL,
Show a professional pride in serving the guest, like a doctor, artist, advocate!
Guest Relations
GUEST RELATIONS
Short
Formal
Professional
What is your relationship with the guest?
THE PRINCIPLES OF SERVICE
• Our students pay our
salary
• Our attitude
determines the
degree of service we
perform
THE PRINCIPLES OF SERVICE
• Students come to us
for one reason – they
need service.
• The quality of the
relationship with our
students determines
their loyalty.
THE PRINCIPLES OF SERVICE
• We determine what students say about us and whether they become loyal or not
• Word of mouth advertising is more powerful than other advertising
THE PRINCIPLES OF SERVICE
• Our friendliness and
willingness to help is
in direct proportion
to our success
• Give solutions, not
excuses
THE PRINCIPLES OF SERVICE
• The student’s
perception is all
that matters
WHILE SPEAKING TO A STUDENT, MAKE SURE:
Standard Polite Phrases
You maintain EYE CONTACT and SMILE
Maintain GOOD POSTURE
Look ALERT and ATTENTIVE
WHEN THE STUDENT ASKS FOR SOMETHING THAT YOU CAN PROVIDE
Standard Polite Phrases
“Certainly Mr./Ms…(Sir/Madam), I will send it to your class room right away.”
“Certainly Mr./Ms…(Sir/Madam), I will ask the concerned staff to come and assist you.”
WHEN LEADING A GUEST / STUDENT
Standard Polite Phrases
“Please come this way Mr./Ms…(Sir/Madam).”
ALWAYS SPEAK IN COMPLETE SENTENCES
“May I know your name please, Sir/Madam?”NOT “Name Please?”
Standard Polite Phrases
IF YOU HAVE TO KEEP A GUEST WAITING BECAUSE YOU ARE BUSY WITH SOMEONE ELSE
AND REVERTING BACK TO THE SAME GUEST
“Good morning/afternoon/evening Mr./Ms…(Sir/madam), kindly excuse me. I will be back in a moment.” AND WHEN YOU RETURN… “I’m sorry to have kept you waiting. How
may I assist you?”
Standard Polite Phrases
WHEN YOU LIKE THE GUEST TO REPEAT WHAT WAS SAID OR WHEN YOU DO NOT UNDERSTAND
WHAT WAS SAID
“I beg your pardon Mr./Ms…(Sir/Madam).” “Would you kindly repeat that Mr./Ms…(Sir/Madam)?”
“Would you please spell that for me Mr./Ms…(Sir/Madam)?”
Standard Polite Phrases
Etiquette and Manners
Distance, speech, gestures• Maintain distance of at least 2 feet
• Speak softly and clearly• Avoid unnecessary movements of hands
and facial gestures
While talking to a student
• Stand Erect at ease
• Weight balanced on both feet
• Shoulders Straight
• Chest out/ Stomach in
Etiquette and MannersWhile Standing
POSTURE
• Keep hands on the sides or behind your back
• Do not keep hands in pockets or on the hips.• Do not cross arms across the chest.
• Do not lean against the counter
Etiquette and MannersWhile Standing
HANDS
• Maintain your poise always.• You may be in view of the student / guest,
even if you are not interacting.• Do not huddle together in groups.• Use the staff room
Etiquette and MannersWhile Standing
IF THE STUDENTS ARE NOT AROUND
ON TELEPHONE• Be aware of your conversation on the
telephone. Students may be watching & hearing.
• Never shout into the telephone.• Do not have long conversations, when
guests /students are waiting.
• Do not entertain personal calls, while at work
Etiquette and MannersWhile talking to colleagues
When in campus• Handle equipment without banging.• Stay calm. Do not get nervous or hurried.• Do not talk loudly or hold lengthy
discussions, in guest / common areas.• Do not talk in vernacular. Students will
misunderstand.
Etiquette and MannersGeneral
Some months (like October) have 31 days. Only
February has precisely 28 (except in a leap year).
How many months have 30 days?
11 Months
S T R E S S T E S T
We are going to show you a slide that has two dolphins. Those who are stressed have a distorted vision and cannot see two dolphins clearly.
Those who are normal will see two dolphins.
Telephone Etiquette
PICKING UP THE PHONE
Telephone calls should be answered within 3 rings
WHILE SPEAKING ON PHONE ENSURE:
• Posture is correct
Telephone Etiquette
WHILE SPEAKING ON PHONE ENSURE:
•“Smile”, it will reflect in your voice •Voice is low pitched, well modulated and of right volume
Telephone Etiquette
DURING THE CONVERSATION
•Speak in natural tone
•Keep mouthpiece one and half inch away from the mouth
•Do not cover the mouthpiece with your hand
Telephone Etiquette
DO’S
Be Polite
“Would you like to hold Mr./Ms…(Sir/Madam)?”
Use the guest name
“Welcome back Mr. Sharma”
Speak in complete sentences
“Would you give me the name please, Sir/Madam?”
Telephone Etiquette
Receiving a Call
“Good Morning/ Afternoon/ Evening, Reception, This is Shilpi, how may I assist you?”
Telephone Etiquette
RECEIVING A LONG DISTANCE CALL
Do not keep the guest on holdIf the extension requested is busy Inform the caller and ask whether the guest would like to hold or leave a message “I am sorry Mr./Ms…(Sir/Madam), the extension is busy, would you like to hold or leave a message?”
Telephone Etiquette
GETTING BACK TO THE GUEST
•Do not say “Hello” when you get back
• “Thank you for holding Mr./Ms…(Sir/Madam)”
CALLING A GUEST BACK
•Introduce yourself
“Good Morning, Mr./Ms… This is Rahul from reception, you asked for ………..”
Telephone Etiquette
WHEN CONVERSATION IS NOT CLEARLY UNDERSTOOD
“I beg your pardon, Mr./Ms… (Sir/madam)”
Telephone Etiquette
“Would you kindly repeat that Mr./Ms…(Sir/Madam)?”
“Would you please spell that for me Mr./Ms…(Sir/Madam)?”
IF THE EXTENSION IS ENGAGED
•“I am sorry Mr./Ms…(Sir/Madam), the extension is busy. Would you like to hold or leave a message?”
WHEN THE LINE BECOMES FREE
•“Thank you for holding Mr./Ms…(Sir/Madam), allow me to transfer your call”
Telephone Etiquette
“Thank you for calling Mr./Ms…(Sir/Madam). Have a pleasant day”Do not put the receiver down after you have thanked the guest. Allow time for the guest to say “bye” or “thank you”, before disconnecting. Always let the guest put the phone down first, and then you will do the same.
WHEN ENDING A CALL
Telephone Etiquette
Handling complaintsListen to the student
•Listen with concern
•Give undivided attention
•Maintain eye contact
•Avoid interruptions.
Handling complaints
Stay Calm
•Calmer you remain, the better chances you have to calm the student / guest
Handling complaintsApologise for the problem
•Some problems calls for an apology.
•Even if you disagree with guest, apologies make them feel better.
Handling complaints
Empathise
•Empathy means knowing how student / guest feels.
•Communicate the understanding of the problem.
•Use guest’s name & take complaint seriously.
•Do not argue or defend.
Handling complaintsAsk questions, take notes
•Learn details about the problem.
•Take notes, if complicated.
•Do not jump to conclusion, till you have all the information.
Handling complaints
Offer solutions
•Tell what you can do.
•Suggest several options, if possible.
•Do not promise what you cannot deliver.
•Emphasise what you can do, and not what you cannot.
IF A STUDENT / GUEST THANKS YOU
“My pleasure Mr./Ms…(Sir/Madam)”
“You are most welcome Mr./Ms… (Sir/Madam)”
Standard Polite Phrases