1 Customer Service I PG Diploma in Hospitality Management Customer Service and Quality Systems – Session 1

2 Objectives Understand the importance of the provision of good customer service Identify customer and organisational needs and expectations in respect of service levels Describe the differences between strong and weak customer care Recognise how to present a professional image

3 Defining Customer Service What is customer service? When have you, as a customer, experienced poor or horrible service? When have you as a customer experienced great service?

4 What is Service? Customer Service is all about: Providing customers with what they want Offering consistent levels of service Exceeding and not just meeting expectations Fulfilling all customer needs Going out of your way to delight customers

5 Customer Service Management Cycle Stage 1: Understand your customers Stage 2: Set quality service standards Stage 3: Build a winning team Stage 4: Check up regularly Stage 5: Provide proactive problem solving Customer Service where it is now Customer Service where you want it to be From “Managing Quality Customer Service” by William B Martin

6 Excellent Service Companies who provide excellent service: Exceed the expectations of their customers Treat customers with respect Do not just aim to satisfy – they aim to delight Provide solutions to problems Consistently deliver outstanding service to their customers Make customers feel that they are the most important part of their business …… which they are

7 Why is Service Important? Intense competition Customers have a choice It is the only thing that can make us different from our competitors Satisfied and delighted customers will come back Dissatisfied customers will not come back

8 Colleagues are Customers Too Internal customer service :- is the service we provide fellow employees and other departments within our own organizations, as well as our suppliers and anyone else with whom we work to get our jobs done. For example:- Chef who prepares the meal for the waiting staff to take out to guests Concierge who takes a message to pass to the Front Office Bar Person who prepares the drinks for Room Service to take to the guest

9 Needs and Expectations What sort of needs do your customers have? What sort of expectations do your customers have? What sort of expectations do employees have of their employers? What sort of expectations do organisation have of their employees?

10 They: Expect the core service to meet their needs for quality Expect polite treatment at all times – even when they are being difficult Need to see attention is being paid to their requests Want to feel their needs are important Do not want to hear “No” or “I do not know” Want to feel secure in the knowledge that you have all the answers and solutions Customers’ Expectations

11 Customers’ Expectations cont. They: Want mistakes admitted to and rectified Expect promises that are made to be honoured Expect to be treated with respect Need to have time given to them for explanations Need to know when a problem arises Expect you to know about your job and your company Expect you to be able to answer questions Expect you to find solutions to their problems

12 Employee Expectations You: Expect to receive full training Need to learn about the products and services you provide Need to understand the systems and procedures for dealing with customers Expect to be supported by their Manager Need to be treated fairly by the customer

13 Organisation’s Expectations An organisation has a right to expect employees to: Meet the organisation's customer service policy Consistently deliver service standards Meet standards laid down in standards manuals Follow service procedures Meet legal standards related to the delivery of service Project a positive image at all times when dealing with customers

14 Your Professional Image “You never get a second chance to make a first impression” Seeing it from the customers’ point of view Projecting a positive attitude Objectivity

15 Professional Approach to Customers Be enthusiastic – it’s contagious Be confident – it increases a customer’s trust in you Be welcoming – it satisfies your customers’ basic desire to feel liked and approved of Be helpful – customers want that more than anything else Be polite – always be well-mannered Show you care – make all customers feel they are important and individual Comply with hygiene, health and safety guidelines

16 Review Questions List 4 benefits to an organisation of understanding customer needs and expectations How can you create a good first impression?