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  3. 3. He is the most important part of the business He is our work He is our boss
  4. 4. WHAT IS SERVICE?  to serve  to be in assistance of  to offer  to aid
  6. 6.  Guests Residents Callers Anybody who gets inside our hotel
  7. 7. Why do we need to develop customer service skills? Customer facing situations require service skills When customer experiences go wrong, the staff need to deal with the outcomes
  8. 8. In order to carry out and make a reality the vision-mission of the company and its objectives Customers regard justice as important to how their complaints are dealt with
  10. 10. Place the customer first with full focus on the task at hand.
  11. 11. Pay close attention to the customer’s gestures, tone of voice, rate of speech, determine their feelings.
  12. 12. Listen effectively to customers. You should pay attention to what the customer is trying to say.
  13. 13. Build customer’s trust.
  14. 14. Be consistent, reliable and prompt.
  15. 15. Give the customers the best options they can have...
  16. 16. Learn to leave stressful situations behind.
  17. 17. Be open-minded.
  18. 18. Develop a “business friendly” personality.
  19. 19. Speak in “layman’s” terms
  20. 20. YOUR ROLE AS A SERVICE PROVIDER The success of any organization depends on good customer service. You are the voice of the company and the person that the customer will remember once their visit with your company is finished.
  24. 24. Effective Listening
  25. 25. LISTENING SKILLS A very important element of the communication process is listening, which can be a very difficult skill to use well. As a customer service representative, it is vital to be a good listener.
  26. 26. Effective Listening Prepare yourself to listen Concentrate on what is being said Use summarizing statements Take notes Hold your tongue, don’t interrupt
  27. 27. Use conversation cues if the caller is getting long winded Listen between the lines Use questioning and restating techniques Practice positive listening habits Effective Listening
  28. 28. How can I improve my listening skills? PRACTICE CONCENTRATION Concentrating successfully can be a difficult task. Therefore, it is important to practice this skill. You can improve your ability to concentrate by eliminating noise from your surroundings and focusing on your customer’s problems.
  29. 29. How can I improve my listening skills? DEVELOP GENUINE INTEREST instead of turning a customer out when the information they are giving is not important to their situation, good listeners find useful materials in every message.
  30. 30. WAIT BEFORE RESPONDING let what the caller/ speaker had said sink in for a moment before you respond. How can I improve my listening skills?
  32. 32. TELEPHONE HANDLING SKILLS The customer’s impression of you and your organization is influenced almost entirely by what you say and, even more so, by how you say it. Your voice reveals what you think and feel regardless of what words you use.
  33. 33. DIAGNOSE THE SITUATION assess what you have heard in order to determine what the caller wants you to do.
  34. 34. Speak clearly Speak slowly and clearly. Enunciate your words and stay away from sounding monotone. Don’t have a lazy tongue.
  35. 35. Elements for effective telephone handling
  36. 36. TONE Tone is the overall vocal quality that communicates how you are feeling in general, as well as how you are feeling toward the person with whom you are communicating
  37. 37. Voice inflection refers to the highs and lows in your voice INFLECTION
  38. 38. ENERGY The energy in your voice reflects your attitude and enthusiasm
  39. 39. Volume refers to how loudly or softly you speak VOLUME
  40. 40. Telephone Personality & Phone Etiquette
  41. 41. Good Morning, HR Department, This is Martha, How may I help you? Good Morning, Thank you for calling Sarrosa International Hotel, This is Martha, How may I help you? Phone Etiquette
  42. 42. “Thank you for waiting, Madame/Sir. Unfortunately Ms. ________ is not available. Would you like to leave a message?” When the caller leaves a message. Get the name, phone number, and message. Take note of the time and date and repeat what the guest have said in order to clarify the message. Nobody Answers The Telephone
  43. 43. On Hold Techniques Don’t forget to include their name when thanking them for holding. Give them an option….Hold or leave a message. If holding, check back with them every 30 – 60 seconds. Don’t leave them wondering. “Madame/Sir, Is it okay if I would put you on hold?” Putting the caller on hold (Maximum of 1 minute)
  44. 44. Call Transferring 1. Guided Transfer – Let the caller know who they are being transferred to. 2. Description Transfer – Announcing the call to inform your staff the reason they are calling and their name. 2 Types of Transferring
  45. 45. COMMONLY USED CUSTOMER SERVICE PHRASEOLOGIES WELCOMING CUSTOMER 1.1 Initiating conversation by self-introduction “My name is Mario. I'm happy to be of service anytime” “My name is Elizabeth. It's nice to meet you, Mr. Williams”
  46. 46. 1.2 Proper Greeting “Good morning / afternoon / evening, Sir / Madame, Welcome to Sarrosa International Hotel/” COMMONLY USED CUSTOMER SERVICE PHRASEOLOGIES When opening doors for guest (approximately 6-7 feet away), greet with:
  47. 47. COMMONLY USED CUSTOMER SERVICE PHRASEOLOGIES When customer is leaving the hotel after patronage: “Good-bye, Sir, Madame. Thank you for staying with us and we hope to see you again” Extension of greeting:- “Is this your first time in Cebu/ Sarrosa Hotel?” “Have you stayed here before?” 1.3 Addressing Customers The most impressive and professional way is to address customer by using their name. (e.g.: Mr/Ms Delos Reyes) 1. “How may I assist you, Mr. Lee?” 2. “Welcome back, Ms Chan”
  48. 48. COMMONLY USED CUSTOMER SERVICE PHRASEOLOGIES BEING OF SERVICE 1. In general: “ How may I assist you, Mr Thomason?" 2. Customer tasks for something and you are able to help: “Certainly, sir/madame. Let me help you with that” 3.Inviting a customer to sit down: “Please take a seat, Dr Chung”
  49. 49. COMMONLY USED CUSTOMER SERVICE PHRASEOLOGIES 1.4 Introducing facilities and service: 1. “The Grand Ballroom is on the second floor, Northwing.” 2. Recommending the hotel restaurant: “May I recommend that you try our Citidine restaurant. It has a very good menu.”
  50. 50. 3. Recommending scenic spots: When recommending scenic spots, kindly ask the guests where and what specific place they're interested in (ex. Beaches, shopping malls, museums,etc) before suggesting. “What places would you like to visit, Madame/Sir? ” “If you want to go to the beach, there are a lot of resorts you can visit in Lapu Lapu” “Would you like to go shopping, Madame/Sir? We have SM and Ayala Malls nearby.” “Would you like to talk to a travel agent? He/she can give you an itinerary of their travel packages.”
  51. 51. 3. Initiating Conversations: Whenever mingling with guests, never initiate a discussion about religion/politics/personal questions as it may offend the guest. Instead ask about something like: “How was your stay in our hotel, Madame?” Always end the conversation with : “Have a great day, Madame/Sir”.
  52. 52. COMMONLY USED CUSTOMER SERVICE PHRASEOLOGIES 4. Other useful phrases:- “Shall I write it down for you, Mrs Flores?” “The information desk will be happy to help you. May I show you the way?” “You can have drinks at the Citidine”
  53. 53. ANSWERING THE TELEPHONE UNDER SPECIAL CIRCUMSTANCES During Busy Times / Re-connecting the call - particularly when picking up the telephone after 3 rings Call transfer - before transferring call, we should say:- “Thank you for waiting, Cashier Desk, How may I help you?” “Certainly, Madame/Sir. Please hold the line” “Madame/Sir, is it okay if I would put you on hold?”
  54. 54. 4. How may I help you? Greetings should consist of: 1. Proper greeting of the hour… 2. Company name/Department 3. Your name
  55. 55. 1.5 Giving Directions When giving directions, do not use your pointing finger. Instead, use directionals with an open hand. 1. “The Business Centre is next to the Front Desk Counter” 2. “The rest room is straight ahead, down this corridor” 3. “The Coffee Shop is located on the northwing lobby”
  56. 56. COMMONLY USED CUSTOMER SERVICE PHRASEOLOGIES WHEN A CUSTOMER THANKS YOU “You are welcome, Madame/Sir” “I'm glad to be of service, Madame/Sir” WHEN A CUSTOMER APOLOGISES TO YOU “That's all right, Mr. Sue” “That's quite all right, Ms Kan” “Don't mention it, Ms Chan” “Not at all, Mrs Tan”
  57. 57. COMMONLY USED CUSTOMER SERVICE PHRASEOLOGIES WHEN ASKING A CUSTOMER TO DO SOMETHING “Could you please sign (here), Mr. Chan?” “May I ask you to (sign here), Mr Tam?” “May I have (your room number), Ms Lee?”
  58. 58. WHEN YOU DON'T UNDERSTAND 1. “I beg your pardon, Ms Suen” or “I'm sorry Ms Suen, could you repeat that please?” 2. “Could you write it for me, please?” 3. “Could you show me (on the menu) please?”
  59. 59. HANDLING CUSTOMER REQUESTS & COMPLAINTS Listen Carefully and clarify the reasons for the complaint “ How may I assist you, Sir/ Madame?” Sincerely apologize for the problem “ I am very sorry about that.”
  60. 60. Showing empathy “I can see your problem” “I see.” Showing concern “My name is Samantha, Let me assist you” “May I have your name and your room number, Sir / Madame?”
  61. 61. Suggest appropriate alternatives a. “Mr. / Ms. / Mrs. Colmenares, would you like thousand or hundred peso bills?” b. “Mr. / Ms. / Mrs. Espina, would you prefer having your dish reheated or changing to a new one?” c. “Dr Chung, would you like your room cleaned right away or after you have gone out?”
  62. 62. Explain to the customer about the follow up action “Mr. / Ms./ Mrs. Delos Santos, I will investigate this situation, and we will get back to you as soon as possible” “Mr. / Ms. / Mrs. Corales, I will contact the Technical Department so they can check and fix it.” Follow up until the complaint is solved
  63. 63. How to respond in the following situations? When somebody is not in “I'm sorry but Mr. Lee is not here / out at the moment. Can someone else help you?” “He'll come back around four o'clock. Should I tell Mr. Lee to return a call when he returns?”
  64. 64. When somebody is meeting another customer “I'm sorry, Mrs. Lau is with a customer at the moment. Can she call you back?” When somebody is in a meeting “I'm sorry, Mr. Kwok is in a meeting/ conference at the moment. Can someone else help you? Or, would you like to leave a message?”
  65. 65. When somebody is busy “I'm sorry, Mr. Lee is unavailable at the moment. Can he call you back?” When somebody is out of town “I'm sorry, Mr. Chan is away until the end of the month. Would you like to leave a message? Or, can someone else help you?”
  66. 66. When somebody no longer works for the hotel “I'm sorry, Mr. Cheng no longer works for the hotel. His replacement is Mr Celso. May I put you through?” When the telephone is not functioning well “I'm sorry, we seem to have a poor connection. May I call you back?”
  67. 67. What can I do to stay positive when I am having a bad day? •Remember that you choose your feelings, and therefore, you can control your attitude •Realize that your feelings are separate from the work that you need to do •Call/ talk to a friend or a special someone •Take a short break. Have a drink ,or simply go for a short walk to release stress •Use positive language and avoid negative thoughts and actions
  68. 68. S – satisfactorily serving E – everyone R – regardless of V – value I – influence C – community standing E – educational attainment
  69. 69.  Wearing a smile makes you feel happier and will also brighten up the whole room.  Smiling will also make you feel more positive and have a feeling of well being. Wearing a SMILE!
  70. 70. SMILE E – Eye contact establishes credibility and confidence. S – Smile increases the receptiveness of those around you. M – Make the guest feel comfortable I – Information gathering L – Learn the other person’s name
  71. 71. It is important to value our service to our guest, regardless of their influence or community standing. It is important to maintain our focus in handling guests and clients. In instances when we handle guests and clients who are famous celebrities or icons, remain focused on your work and never leave your post to take pictures or have something signed.
  72. 72. Time for questions and clarifications