Training organized by Total Quality Brigade of Villa Marina Hotel, Eket. It's all about Total Quality Service

1. A TRAINING ORGANISED BY
THE

3. Quality service is an experience of feeling valued or heard. Sometimes
it’s an intangible component of why a guest may prefer one tourism or
hospitality provider over another. There is something about quality
customer service that you often can’t put your finger on — but you
know it’s there.
Customer satisfaction is a person feeling satisfied or otherwise after
comparing between the reality and expectations received from a
product or service. Customer satisfaction can directly be achieved by
providing a quality service to customers. The higher the value received
by customer, the higher the level of satisfaction and consequently the
higher the number of more loyal customers.
Training is critical to ensuring quality service and meeting these
objectives
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4. TOTAL
SERVICEQUALITY
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5. Meaning of Total; Total is the complete, whole
amount, comprehensive, absolute,
unconditional, limitless state of a thing. It is a
situation where a task or act is comprehensively
carried out.
Meaning of Quality; it is a distinctive attribute
or characteristic possessed by someone or
something.
Meaning of service; the action of helping or
doing work for someone
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6. In simplest of terms, It is the act of
comprehensively serving the client or
guest in a manner that exceeds his/her
expectations and posted advertisements,
then adding more until customer
satisfaction is achieved.
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7. Quality
Dimensions
Statements to be put as pairs of questions
Tangibles
 Have updated, modern-looking equipment
 Have physical facilities visually appealing
 Employees are neat appearing
 Materials associated with the service (pamphlets, etc.), visually
appealing
Reliability
 When the company promises to do something by a certain
time, it will do so
 When a client has a problem the company shows a genuine
interest in solving it
 The company performs the service correctly the first time
 The company provides its services at the time promised
 The company insists on error-free records
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8. Responsiveness
 Employees tell the clients exactly when the services will be
performed
 Employees give prompt services to their clients
 Employees are always willing to help clients
 Employees are never too busy to attend clients´ requests
Security
 Employees´ behavior instill confidence in clients
 Clients feel safe in their transactions with the company
 Employees are consistently courteous with clients
 Employees have knowledge to answer to clients’ questions
Empathy
 The company gives individual attention to clients
 The company has operating hours convenient to all clients
 The employees give personal attention to clients
 The company has the clients’ best interests at heart
 The employees understand the specific needs of their
clients
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9.  Identify the value added services you provide the
customer
 Identify the customer and determine his or her
expectation as closely as possible.
 Be responsive
 Be easy to contact
 Be reliable in meeting commitment
 Ensure continues feedback from guest
 Define your work process
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10. If a business fails to meet customer expectations, there’s a risk the customer
will tell others about it. To avoid any problem from escalating, organizations
and staff must work hard to resolve issues before the customer walks out the
door.
Of course, it’s not always possible to resolve issues on the spot. A customer’s
expectations may go beyond the service the business is able to provide, or
staff might not be authorized by management to provide the means
necessary to resolve the complaint. In these cases, staff must still step up as
service professionals, realizing that the actions they take when faced with a
complaint can have a significant impact.
How a business handles complaints, face-to-face or otherwise, is critical to
ensuring successful recovery from service failures.
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11. Service recovery
Service recovery occurs when a
customer service professional
takes action that results in the
customer being satisfied after a
service failure has occurred.
Often service failures are not
the fault of front-line staff, and
at times, may not even be the
fault of the business. Failure
may be the result of an error
made by another employee, by
the guest him- or herself, or by
a technical error. Regardless of
where the problem originated,
when customers bring it to the
attention of the staff, they have
certain expectations for
resolution.
Listen, understand, act: the building
blocks for resolving disputes
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12. Disappointed customers often want:
 An empathetic ear. Sometimes they simply
want to vent. They want to know that the
employee or manager is listening and cares.
 An apology. In some cases a sincere apology is
enough.
 A solution.Typically customers bring issues to
the attention of staff because they want them
fixed.
 Compensation. Upset customers are looking
for compensation, but not always.
 Follow-up. For some people, it’s important to
know that their concerns are brought to the
attention of management and are fixed for
future customers.
 Reassurance. Customers want to know they’re
in good hands.
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13. Increased Quality
satisfaction by any
measure
Increased in customer
referrals by satisfied
clientele Increased customer
satisfaction.
Increased productivity
and efficiency Increased profit
Increased
market share
Increased employee
morale
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14. Providing good service is about understanding,
recognizing, and anticipating the needs of customers
and working hard to meet or exceed them. The core
service essentials are also simple: make eye contact,
smile, greet warmly, and use the customer’s name.
These simple actions tell customers that your
organization values them and is eager to help.
IF WE WORK AS ATEAM WE CAN ACHIEVETQS
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17. We are born as distinct individuals; even two children with the same parent;
same environment and same training are totally different from each other.
These differences contribute to the spice of life we all enjoy.
A set of attitudes accompanies each personality. Generally people with
certain temperaments can develop specific attitudes common to that
temperament. Through observation, it is noticed that a person with choleric
personality often exhibits attitude of perseverance and aggressiveness.
A sanguine person will be generally positive and look on the bright side of life.
The introspective melancholy can be negative at times while the phlegmatic
says “easy come, easy go”
An individual personality is composes of a mixture of a these temperaments,
and are exceptions to these examples. However, a temperament follows a
track that can be identified by tracing on individual attitude.
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18. It is pertinent to note here that, the environment of early
childhood develops the “belief system.” The child continually
picks up priorities attitude, interest and philosophies from his
environment. It is true that what I really believe affects my
attitude! But what I believe may be negative, it may hurt others
and destroy me. Environment is the first influencer of our belief
system. Therefore the foundational attitude is laid in the
environment in which you were born. Environment becomes
even more significant when we realize that the beginning
attitude are the most difficult to change.
Whether you are 18, 20, 25, 30, 40, or 50 your attitude towards
life is still under construction. By understanding the materials
that are part of your attitude structures result the relevance of
etiquette byT.Q.S brigade.
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19. WHAT IS
ETIQUETTE?
Etiquette refers
to morals or
principles that
are held in high
esteem as being
important when
carrying out our
daily activities or
specific assigned
task.
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20.  Doing and saying those things that are perfectly right
 Your value are only expressed in your actions
 It is not what you say, hope, wish or intend but only what you
do that count.
 Your choices of the action you take tells one unerringly who
you really are.
This seems to be an absolute requirement for successful human
living, a failing in integrity or compromising your value creates a
high level of stress, unhappiness and inner turmoil in life of an
individual. Integrity requires one living in truth with all and
under all circumstance.
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21. It is important to also note that the more you
practice good values the more rapid you become a
truly superior person. Whenever you discipline
yourself to do or say the right thing especially under
stress, your create a resistance to your natural
tendencies.
APPLICATION OF LAW OF CONCENTRATION:
Dwelling continually in good attitude or habit
enhances etiquette values, thinking about a good
pattern of life like act of forgiveness, kindness,
obedience, humbleness etc. Concentration causes
it to grow faster in your experiences.
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22.  Do you enjoy what you are doing?
 Do you love your work?
 Do you work with compulsion?
 Are you a dedicated staff?
You must avoid comfort zone by continuously setting higher goals
that draws out of you the very best that is in you. Being passionate to
exercise your obligation without compulsion and with lesser
supervision. Total Quality Service is everyone business, ability to
discipline yourself to an extent of taking responsibility outside your
unit is what is requires in total commitment.
Evaluate yourself and change for good if you are not doing well.
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23. Think rightly at all times, don’t wait to be told on what to do, don’t
slack in your thought because actions are product of thought. Apply
five magic words in your memory at all times
-PLEASE - EXCUSE ME - SORRY - THANKYOU - PARDON ME
Positive steps in life relieves us from discouragement and depression,
note a champion does not give up easily. It is up to you to decide how
you will handle the defeat of life. No man goes through life journey
without meeting defeat from time to time, when it happens, what do
you do.
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24.  I will never surrender to discouragement or despair no matter
what seeming obstacles may confront me
 I will believe that all things will work out for me if I hang on until
the end.
 I will fight to overcome all physical handicap and setbacks.
 I will be courageous and undismayed in the face of odds.
 I will try again and again and yet again to accomplish what I desire.
 I will not permit anyone to intimidate me or deter me from my
goals.
Are you handling a task and it seems you are tired due to
circumstances surrounding the environment.
Code of persistence
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25. Decision making plays a vital role in our daily life, never you decide
when you are angry. Always take decision when you are calm, right
decision is very essential in our etiquette value. Think twice before
you decide on any action. Don’t decide out of sentiment. Take positive
action to dissolve a given problem. The moment you are certain on
the source of the discouragement, get busy, nothing delivers us from
discouragement quicker than taking positive steps to solve the
problem.
Habit aren’t instincts, they are acquired actions or reactions. Most
people allow their habit to control them. When those habits are
hurtful, they damage their attitudes.
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26. List your bad habit
What was the original
cause?
Determine a positive habit to
replace the bad ones
Take action to develop
these habits
Daily act upon this habit for
reinforcement
Reward yourself by noting one of
the benefits from your good habit.
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27. CHOICE
CONTINUALLYCHOOSETO HAVE A RIGHTATTITUDE: Attitude have a
tendency to revert back to their original patterns if not carefully guarded
and cultivated. Attitude often don’t stay changed.There are three stages of
change in which you must deliberately choose the right attitude.
EARLY
STAGE
The first few days are always the most difficult. Old habits are hard to
break. The mental process must be on guard continually to provide right
action.
MIDDLE
STAGE
The moment good habit begins to take root, options open that bring new
challenges.The more right choices and habit you develop, the more likely
good habit will be formed.
LATER
STAGE
Complacency can become the enemy. We all know of incident where
someone successfully lost weight, only to fall back into old eating habits
and gain it back. Our decision to continually choose the right attitude will
bring many benefits. Note there is no improvement except through
change. To improve continually we must change continually. You are the
key to changing your attitude. When face with the need of improvement,
no one but you can determine what you will think and how you will act.
Now, take control and begin the exciting journey of attitude improvement.
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28.  ATTITUDE ISTHE ADVANCE MAN OF OURTRUE SELVES
 ITS ROOTS ARE INWARD BUT ITS FRUIST ARE OUTWARD
 IT IS OUR BEST FRIEND AND OUR WORST ENEMY
 IT IS MORE HONEST AND MORE CONSISTENTTHAN OUR WORDS
 IT ISAN OUTWARD LOOK BASED ON PAST EXPERIENCES
 IT ISATHING WHICH DRAWS PEOPLETO US OR REPELSTHEM
RIGHTTHOUGHT- RIGHT HABIT- CONTINUALACTION- RIGHT ACTIONS-RIGHT
DECISION – POSITIVE MEDITATION GIVES BIRTHTO GOODATTITUDE.
NOTE: Do you feel the world is treating you well? If your attitude towards the world
is excellent, you will receive excellent results. If you feel so bad about the world, the
response from the world will seem to have only negative feedback from life.
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