5. Potter park

7. SERVICE EXCELLENCE

8. Excellent Service is enjoying giving People a little more than they expect

9. Excellent Service is Excellent Business

10. WHY SERVICE EXCELLENCE?
Customer expectations are higher than ever before
The service industry is growing
Competition for destinations keeps increasing
Change in management values- from reactive/
responsive to creative/proactive mode
Excellent service is profitable

11. SERVICE MANAGEMENT
…. Is a total organizational approach that makes excellent service, as perceived by the customer, the No. 1 driving force for the operation of the business.
It is customer-focused, not inwardly-focused.
It is customer driven, not product or
technology driven
Service is integrated, not departmentalized.

12. FOUR BASIC PERSONAL NEEDS OF THE CUSTOMER
Need to be UNDERSTOOD
Those who select your service need to feel they are communicating effectively. This means the message they send should be interpreted correctly. Emotions or language barrier can get in the way of proper understanding.

13. Four Basic….con’t.
Need to feel WELCOME
Anyone who is visiting you who feels like an outsider will not return. People need to feel you are happy to see them and that their visit is important to you.

14. Four Basic….con’t.
Need to feel IMPORTANT
Ego and self-esteem are powerful human needs. We all like to feel important. Anything you can do to make a great feel special is a step in the right direction.

15. Four Basic….con’t.
Need for COMFORT
Customers need physical comfort; a place to wait, rest, talk or do business. They also need psychological comfort; the assurance they will be taken care of properly, and the confidence you will meet their needs.

16. CUSTOMER’S EXPRESSIONS
OF SATISFACTION

17. COMMON DIFFICULTIES IN
ORGANIZATIONAL CHANGE EFFORT
Organizational Culture/Climate Problems
(some departments may, at present
care about customers; others may not)
Quality of Work Life Problems (budget,
management issues)

18. HOW DO WE SATISFY OUR CUSTOMERS?
I. Know what they need
PERSONAL NEEDS - every
customer needs to be recognized,
treated with respect and made to
feel important.
BUSINESS NEEDS - the products
and/or services that are being
offered.

19. ATTITUDE IS YOUR KEY TO SERVICE EXCELLENCE
Your attitude towards customers influences your behavior. You cannot always camouflage how you feel.
Your attitude determines the level of your job satisfaction.
Your attitude affects everyone who comes in contact with you, either in person or on the telephone.
Your attitude is not only reflected by your tone
of voice, but also by the way you stand or sit,
your facial expression, and other non-verbal
ways.
Your attitude is not fixed. The attitude you choose to display is up to you.

20. questions you might ask yourself are:
take a step back and ask yourself
Is this the way I would like to be served as a guest?
Would I accept what I am doing now for the guest?
Can I/ we do more for the guest than we do now?
Evaluate your service and behavior every day

22. Basic quality
what clients take for granted for the money they pay for your services. (value of money)

23. Expected quality
they expect a competent job done and how they value this will depend on how a client perceives the more intangible aspects of quality
this is Influenced by image, cost of services and the level of professionalism

24. Surprise quality
what customers don’t expect the little surprises sometimes called the “ooh-ah” or “wow” moments within a customer experience. These are the things they tell other people about.

25. How we communicate Face to Face Communication Words (7%) Voice (38%)
Body
Language
(55%)

26. Complaint Handling: Keeping Guests Happy

27. What is a complaint?
“an expression of dissatisfaction by a customer whether justified or not”

28. A happy guest... Returns the next time.
Recommends the place to his friends and acquaintances.
Avails other services of hotel.
Appreciates the hotel staff and respects them
And thus, the profits are increased

29. Did you Know?
A study suggests that 95% of customers stop using a hotel’s service because somebody from the hotel staff was rude to them!

30. Why do guests complain? Bad service Unsatisfactory service
Delayed service
Issues not being handled seriously
Rude and disinterested Staff
Not getting the services promised
Anything extra you can think of?

31. Impacts of Guest Complaints
Loosing the customer
Loosing the opportunity to serve the customer better
Bad name for organization
One unhappy customer stops 35 people approximately from his friends and acquaintance from using the service.

32. Effects of complaints 5%
Tip of the iceberg
45%
50%

33. Actively Seeking Customer Complaints
It is important to realize that organizations that are totally customer-focused do not just respond effectively to customer complaints; they actively seek them out.

34. The most effective method of handling complaints
Kill the reason of complaint. Don’t let the complaint arise in first place.

35. Eight Steps to complaint resolution
Provide customers with the opportunity to complain.
Give customers your full and undivided attention.
Listen completely.
Ask the key question: "what else?"
Agree that a problem exists; never disagree or argue.
Apologize.
Resolve the complaint. (Ask again: "what else?")
Thank the customer for bringing the complaint to your attention.

36. Complaint is an opportunity..
Guest complaint is an opportunity to go that extra mile to resolve it, and do something special for the customer so that he knows he is valued and thus he comes back.

37. THERE IS A WAY

38. A blind boy sat on the steps of a building with a hat by his feet
A blind boy sat on the steps of a building with a hat by his feet. He held up a sign which said:

39. There were only a few coins in the hat.
A man was walking by. He took a few coins from his pocket and dropped them into the hat.

40. He then took the sign, turned it around, and wrote some words
He then took the sign, turned it around, and wrote some words. He put the sign back so that everyone who walked by will see the new words.

41. Soon the hat began to fill up.
A lot more people were giving money to the blind boy.

42. That afternoon the man who had changed the sign came to see how things were.
The boy recognized his footsteps and asked, ”Were you the one who changed my sign this morning? What did you write?”

43. The man said, “I only wrote the truth
The man said, “I only wrote the truth. I said what you said but in a way.”
DIFFERENT

44. What he had written was: "Today is a day and I cannot see it."
Beautiful

45. Do you think the first sign and the second sign were saying the same thing?
Of course both signs told people the
boy was blind.

46. But the first sign simply told people to
But the first sign simply told people to help by putting some money in the hat The second sign told people that they were able to enjoy the beauty of the day, but the boy could not enjoy it because he was blind.

47. Should we be surprised that the second sign was more effective?

48. There are at least two lessons we can learn from this simple story.

49. The first is, “Be thankful for what you have. Someone else has less
The first is, “Be thankful for what you have. Someone else has less. Help where you can.”

50. The second is, “Be . Be . Think . THERE IS ALWAYS A WAY!”

51. Thank you
You make my day a better day

52. contact Guillaume van Grinsven guillaumevangrinsven@ziggo.nl 52