2. Level 1 Introductory Certificate in Hospitality Customer Service 7011-11
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3. Objectives By the end of the workshop you should be able to:
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.
Identify the techniques used to handle customer complaints.
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4. Content Session 1 Introduction to customer service What is service?
Why is it important?
Identifying customer needs.
Session 2 Effective communications
Effective and ineffective communication skills
Questioning and listening techniques
Telephone techniques.
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5. Content continued Session 3 Presenting a positive professional image
First impressions.
Presenting a positive attitude and image.
Identifying and using appropriate body language.
Session 4 Handling customer complaints
Why customers complain .
Resolving difficult customer situations.
Handling complaints positively.
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6. What is Customer 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.
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7. Customer Service Exceed the expectations of their customers.
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.
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8. 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.
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9. Colleagues are Customers Too
You
Internal
Customer
Internal
Customer
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10. Customer Expectations
Customers:
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.
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11. Customers Expectations continued
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.
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12. Your Expectations You: Expect that you will 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 your manager .
Need to be treated fairly by the customer .
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13. Organisation’s Expectations
Organisations expect you to:
Meet the organisation's customer service policy.
Consistently deliver service standards.
Meet standards laid down in standard manuals.
Follow service procedures.
Meet any legal standards related to the delivery of service.
Project a positive image at all times when dealing with customers.
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14. Creating and Maintaining a Safe and Healthy Environment
Local and National legislation.
Dealing with hazardous waste and substances.
Hazardous materials.
Noise pollution.
Hygiene standards.
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15. Employer Responsibilities for Health and Safety
Employers may have specific duties under local and national legislation such as:
All systems must be safe.
The working environment must be well lit, well ventilated, hygienic and at the appropriate temperature.
All plant and equipment must be kept to the necessary standard.
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16. Employee Responsibilities for Health and Safety
Employees should:
Take reasonable care of him or herself and others.
Allow the employer to carry out his or her duties in respect of creating a safe working environment.
Not interfere intentionally or recklessly with any machinery or equipment.
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17. Effective Communications
Increases quality of service.
Saves time.
Improves customer care.
Avoids misunderstandings.
Builds good relationships.
Creates a positive atmosphere.
Encourages open discussion.
Allows for achievement of goals.
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18. Ineffective Communications
Hampers relationships.
Wastes time.
Affects customers and colleagues.
Destroys morale.
Creates a negative atmosphere.
Builds a negative reputation.
Hampers achievement of goals.
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19. Listening Look at people. Turn off negative thoughts.
Lean towards people.
Start with the first word.
Think of speed.
Do not interrupt.
Nod.
Ask questions.
Stick to the subject.
Use their name and use “you”.
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20. Question Techniques Open Questions
Who? – What? – Why? – Where? – How? – When?
Closed Questions
Do you? - Are you? - Is it? - Have you?
Reflecting Questions
To summarise and check back
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21. Non-Verbal Techniques
Lets the customer know you are interested.
Allows you to listen to customers’ feelings as well as their words.
The moment a customer walks up to you, regardless of what you are doing, make immediate eye contact.
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22. Facial Expressions Facial expressions often show how you feel:
Smile if you are happy!
Frown if you are not!
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23. Combined Use Of Verbal and Non-verbal Communications7%
actual words
38%
voice, tone, pitch, pace and quality
55%
body language
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24. Why Use The Phone? To assist in providing customer care.
To take bookings.
To make arrangements.
For information gathering.
Looking for customers.
Solving customer problems.
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25. Telephone Standards Answering: Smile … as you answer the phone.
Aim to answer within 4 rings.
Offer a greeting - as appropriate.
Avoid asking people to hold.
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26. Telephone Standards continued
Answering:
Say “Company / Department / Your Name”.
Offer help e.g. “How may I help you?”.
If you do not answer within 4 rings say to the caller “Thank you for waiting”.
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27. Telephone Standards continued
Transferring:
Explain to the caller why the call is being transferred and to whom you are transferring them.
Explain to the person, you are transferring to, what the call is about and tell them the caller’s name - be factual but not emotional.
Use the caller’s name.
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28. Telephone Standards continued
Transferring:
If no-one answers offer to:
Transfer to another person / department
Attempt to deal with it yourself (if appropriate)
Put the call back to switchboard / Take a message.
Take ownership.
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29. Telephone Standards continued
Taking Messages:
Respond to all messages … however difficult.
If someone is not available, explain positively why the person is not available - offer to take a message.
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30. Telephone Standards continued
Taking Messages:
When taking a message take all the details and repeat the message and any information back to the caller:
Name
Telephone Number (including national Code and extension as appropriate)
Brief message
Name of the person / section the message is for
Time and date of the call.
Take personal responsibility to make sure messages are passed on quickly to the correct person / section.
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31. First Impressions You never get a second chance to make a
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32. Attitudes – Who are you? Someone who makes things happen?
Someone who watches things happen?
Someone who wonders what happened?
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33. Negative Thinking
Oh no – it’s them again
I’m trying to do my paperwork lets hope they are dealt with soon
They can be so difficult and demanding
If I keep looking at the screen someone else can deal with them
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34. Positive Thinking Wouldn’t it be great if everyone was like them
They always have a smile for everyone
Oh - it’s them – I haven’t seen them for a while
It’s a pleasure to deal with them
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35. Attitude and Behaviour
Be professional
Show understanding
Be patient
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36. Professional Image Acknowledge. Smile. Apologise.
Friendly - welcoming - well mannered.
Use names.
Listen.
Ask questions.
Reassure them.
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37. Take Responsibility for Helping the Customer
Be enthusiastic.
Be confident.
Be welcoming.
Be helpful.
Be polite.
Show you care.
Comply with hygiene, health and safety guidelines.
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38. Personal Image Face to face Words 7% Tone 38% Body Language 55%
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39. Projecting a Positive Image
Appearance:
Personal grooming and uniform standards.
Your work area.
Eye contact:
Look at people.
Shows you are interested.
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40. Projecting a Positive Image continued
Facial expressions:
Look positive.
Look natural.
Posture and gestures:
What impression are they creating?
Personal space:
How comfortable are you?
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41. Negative Messages You: Do not like your work. Are stressed.
Are not friendly.
Do not show respect for other people.
Do not want to help - when you do help, you do so reluctantly.
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42. REMEMBER!! First Impressions You never get a second chance to make a
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43. Handling Complaints What are they? An opportunity to:
Make things right.
Turn dissatisfied customers into delighted customers.
Show you care.
Turn complainers into ambassadors.
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44. Agreeing on Common Ground
Calming Customers
Listening
Actively show you are listening.
Empathy
Show that you do care and are concerned.
Agreeing on Common Ground
Find something to agree with.
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45. Handling Complaints Listen Apologise Solve Thank
Make the most of your LAST chance!
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46. Test Instruction Use the separate answer sheet provided.
Complete this section using black or blue ink only.
Mark your choice of answer by filling in the circles (a or b).
Cancel an incorrect answer by filling in the ‘cancel’ bar beneath the circle you have marked. If you change your mind again; fill in the ‘cancel’ bar beneath the new answer and draw a neat circle around the original answer.
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47. Test Instruction continued
Do not enter marks in the bottom section of the paper.
Do not make any marks in any part of the paper other than the circles (a or b) and the section with the boxes for your personal details. If you do, the marking machine will be unable to mark your paper properly, thus affecting your score.
Use a pen with black or blue ink only.
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