Service Professional Training
-
date post
13-Sep-2014 -
Category
Services
-
view
87 -
download
1
description
Transcript of Service Professional Training
Service Professional Training
By Austin
Austin’s Company Customer Service Management
Execution Engagement ExperienceE 3
=
* To create best in class Performance through our commitment to Associates and E3
Our Vision
Increase Customer Satisfaction
People don’t care How much you know, until they know how much you care!.
1.Customer First
Customer are the focus of everything we do. Our work must be done with our customer in mind.
2. Integrity
We demonstrate honesty, Integrity and morality in all our relationship. We do not take personal advantage or promote any actions contrary to ethical standard.
3. Ownership
We are empowered to resolve guest problems immediately. We pay close attention to details and we take responsibility in everything we do.
4. Leadership
Walk and talk lead by the example we must inspect what we expect.
5. Innovation
We craft inspired experience, we promote creativity and embrace technology.
6. Growth
We are committed to providing all employees with training and development on a continual basis, match with opportunities for personal growth enrichment and development.
7. Respect
We respect the Individual and the company assets. We work as team.
8. Profitability
We are committed to providing the company revenue and conduct ourselves with great financial awareness.
We achieve success using E-3
Experience
Engagement
Execution
ToolsBrand Voice
Standard
Execution
Tools = Brand Voice & Standards Brand Voice = The Combination of the tangibles &
intangibles that together create and communicate brand personality
Tangibles = F&B, Guest Room, Spa, Swimming Pool, Fitness Centre
Intangibles = Signature Service, Design Strategy, Atmosphere & Attitude
“Quietly Powerful”
The Brand Voice infuse everything the Company does, down to smallest details
Its our personality;
the souls of our brand;
the elevated experiences we promise to deliver.
Brand Voice
“It is important that we keep the brand voice consistent through all departments. By doing so, our guest will be able to identify what makes the company brand better then others.
Q: Why is important to uphold the
Customer standard?A :Our Guest
Because of Who our guest are it is important that they feel confident that you care about them and it can resolve the problems.
So, Who are
our Guest?
88 %
Males
The Accomplished
82% Married
87% College Educated
Now that we know who our guest are, we can
engage them in search way that shows our brand standard who they are and why they choose to stay with us.
Engage (Verb)1.To attract or please.2.To win over connect with.
Engage
Words
Body Language
How
Words7%
Tone of Voice38%
Body Language55%
Message Communicate
Words Tone of Voice Body Language
Acknowledge the Guest Present
We acknowledge from 10 foot steps
How?
By using Eye Contact
We Start to Greets them from 3 foot Steps
Good Morning Mr. Ian, How may I be of your service?
• Hi,• Yeah,• Sure,• Ok, • No Problem.
Average words & Phrases
• Absolutely,• Certainly,• How may I be of service,• Is there anything else that I can do to
assist you.
Connecting Words & Phrases
Words Your message is communicate through your words 7%And through your tone of voice 38% (Albert Mehrabian, Porfessor Emeritus of psychology UCLA
• Smile• Eye Contact Dos
• Pick• ScratchDont’s
Body Language55% of your message through is body languages (Albert Mehrabian, Porfessor Emeritus of psychology
Standard (Customer Standard) CS CS 1 : I use my guest name. I always respect my guest make them
feel at Home.
CS 2 : I never say “No”, I always go extra mile to delight and pamper my guest.
CS 3 : I respect my guest, my fellow colleague and our company. I treat everyone the way I like to be treated.
CS 4: I take responsibility to provide personal service, I always escort my guest.
CE 5 : I take pride in my appearance and working place. I always make great first impression.
Standard (Customer Standard) CS CS 6 : I am empowered to do the right things. I will act upon
opportunities to exceed my guest expectations and to leave them Inspired.
CS 7 : I make every journey through our hotel a discovery, I am responsible for keeping our hotel clean and creating a safe and accident-free environment.
CS 8 : I own and Immediately resolve my guest problem. I thank our guest for giving us an opportunity to improve our hotel service.
CS 9 : Working together is success. I always practice teamwork and provide lateral service.
Standard (Customer Standard) CS
CS 10 : There is always things to do better. I strive for it. I always think out of the box and share my ideas and creativity.
CS 11 : I have the opportunities to continuously learn and grow. I am maximizing my talents every day.
CS 12: I will conduct myself with honesty and integrity at all time. I respect the value differences.
CS 13: I have a part in maximizing our hotel revenue. I always reduce wastage, protect our company assets and increase our sales.
CS 14: I am passionate about our environment. I strive to protect our surrounding for next generation.
*When you encounter the guest with the
problems use the LEARN steps to guide you.
L
E
AR
N
Listen
Empathize
ApologizeReact
Notify
What is Learn Steps?
L=Listen (Give the guest full attention) E=Empathize (Put yourself in their shoes)
(Use empty statement) A=Apologize (be genuine) R=React (Fix the issue) N=Notify (Report to superior)
Give the guest full attention
Put yourself in their shoes (Use empty statement)
be genuine
Fix the issue
Notify (Report to superior)
*Handling the guest problems is not always pleasant, however, Keep in mind that each problem hold an opportunity to make that guest feel valued. guest feel valued.
How the problem is handled can have a serious impact on the guest satisfactions?
“The problem Experienced” Equal Dissatisfaction for our guest”
Happy90%
Unhappy10%
Guest Satisfaction Approximately 10% one out of ten MMGL guest will experience the problems during their stay.
Q: Can we still make them
happy? What can we do to recover?
A: There is only ONE way to restore the
guest’s confidence, if
He or She experience a problems…
We must go
Above and Beyond,
when we resolving the
problems.
A: By using the LEARN Method in
combination with the
MEND model we can:
Exceed guest Expectations & Create Lasting Memories.
Exper
ience
MEND
MEND Model Created by Dean Lindsay, is the perfect way to ensure our guest feel like they have been taking care of.
M
Message the relationship with the guest using solid communication
Here are Ten aspects of a solid communication plan:
1. Document and communicate the goals and strategy in simple words. Repeat that message over and over again.
2.Clearly define the individual responsibilities needed for implementing and executing the strategy. Provide a clear and detailed roadmap as guidance; otherwise the team may stray from the strategy.
4. Specify the milestones and the deadlines for achieving them. Celebrate when each milestone is achieved.
5. Create a Gantt chart of the project and an org chart for team members.
6. Clearly identify the key performance indicators (KPIs) and map individual accountability to the execution of each deliverable.
7. Announce the methods used to measure progress.
8. Give the team appropriate resources to execute the strategy – the right people, money, and tools. Insufficient resources can hinder chances of success.
9. Acknowledge expected obstructions and make contingency plans to address them. During the planning stages, recognize likely roadblocks so the team is prepared to handle them as needed.
10. Identify systems and processes for addressing further challenges as they come up. Allocate general responsibilities for countering problems on a timely basis. Be prepared for further problems and account for flexibility in your plan.
E
Empathize with the guest
N
Never attack or become defensive
D
H
U
G
= Heartfelt
=Unexpected
=Gesture
Deliver H.U.G.s
Satisfaction
Quality of Stay
Unexpected Delighter
- Presentation of delighter drives high Satisfaction.
* Absence of delighter has no impact
Appropriate Delighter: Hugs
If the guest is presents
If the room is vacant
If the guest is presents
Evaluate the Scenario and offer the Delighter (HUG) the best suits The guest & The Situation
Are they on the
Business Trip? Are they golfing?
Are they with their spouse?
Does the guest have Children?
If the room is vacant: Leave the Chocolate and Apology
Note
Now Let’s put what we have learn into practice!
Now it’s time for
Why Role Play?
Break off into Group of 2
Use proper Body Language
Use Connecting Words with Phrases
Engage your Guest and go Above & Beyond
You will receive a scenario
Remember to:
The Ideal Guest Interaction
“Good Morning Mr. Brian
My name is Saw, I understand there is an issue with your_________.
(can you please clarify the issue further ?) = if only is necessary.
Knock on the door
Listen Empathize Apologize React Notify
Use Empty Statement
“I apologize for the inconvenience Mr. Brian. I appreciate your patience”
“I’ll be happy to take care of that right away Mr. Brian” Inform the guest
you have resolved the issue
Thank You
Guest
Service Professiona
l
“It’s my Pleasure. And again I am very sorry, Thank you for bringing this to our attention. Is there everything else in your room good working order? (use Hug if applicable) Please enjoy the
rest of the stay at our Hotel! If Maybe of further assistant to you, please let us know!”
Closing Thoughts
The Success of Company and all it’s brands has been build upon
exceptional customer service standards and guest satisfaction.