Araya Singhsuwan

Operations Manager

We set the benchmark for customer service & sales excellence at Golf clubs, Sports Clubs, Spa’s, Events, F&B and Hotels.

We deliver globally leading Customer Service Analysis and Training. Pioneering Member & Visitor Surveys, Mystery Shopper Audits & Staff Training within the hospitalities business.

Our Partnership

➢build a great facilities

➢Build a very beautiful course

➢make sure your greens are fast

What’s next ?????

How can we make our customer happy ?

Your staff have ‘direct interaction’ with your customers…

Services & sales etiquette

➢direct impact on the customer experience

➢ their satisfaction➢ultimately impacts revenues

and profit.

Your valuable assets is “People”

Services & Sales Etiquette

Why services & sales etiquette is so important ?

We’re Human

We want to feel important

We love social iactivities

We like interaction

Like to be “part” of the group

Services & Sales Etiquette

Think about when you go to a 5 star hotel or Michelin star restaurnt ….

Services & Sales Etiquette

Make your customers feel..

➢Special

➢Important

➢Friendly and welcome

➢Happy

When they are happy, they buy more and they’re happy to pay, fact !

Services & Sales Etiquette

Your most valuable resource is ”Human resource”

We all are capable of ”Learning”

➢Teaching and training

➢Experience

They can be trained and developed !

Develop your people

Be S.M.A.R.T :

➢ Specific ➢ Measurable ➢ Attainable➢ Relevant➢ Timely

It is highly important to be measurable on development processes

Services & Sales Etiquette

There are three Key areas :

1. Staff Attitude

2. Staff Sales

3. Staff Processes

Make the invisible become visible

Services & Sales Etiquette

Staff Attitude

Smile/eye contact/attitude/ attentive/engaging

Podium 95% Focused 82% Non focused 45%

Have you been before previously and offered directions?

Podium 100% Focused 70%Non focused 59%

Correct closure ?Podium 100% Focused 89% Non focused 50%

Services & Sales Etiquette

Sales Staff

Tried to upsell other items (hire golf cart/accessories/ coffee etc.)

Podium 100% Focused 56% Non focused 22%

Entering into the sales process in an engaging way?

Podium 33% Focused 28% Non focused 26%

Convey features of the product and link to needs of customer

Podium 58% Focused 22% Non focused 20%

Services & Sales Etiquette

Staff Processes

Podium 83.5% Focused 71.1% Non focused 42.2%

• Accuracy of booking• Establish details for enquiry• Shop - till area’s cleanliness &

decorations• Club and shoe cleaning service• Ranger managing speed of play• Food - dishes served together• Food - served within a

reasonable time

Enhancing customer service never stops

Work smarter at it with 59club

Measure it Train it Measure it again

Thank you for your time