Level 1 Introductory Certificate in Hospitality Customer Service 7011-11

2. Level 1 Introductory Certificate in Hospitality Customer Service7011-11 Slide No. 2

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. Slide No. 3

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. Slide No. 4

5. Content continued Session 3Presenting a positive professional image First impressions. Presenting a positive attitude and image. Identifying and using appropriate body language. Session 4Handling customer complaints Why customers complain . Resolving difficult customer situations. Handling complaints positively. Slide No. 5

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. Slide No. 6

7. Customer 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. Slide No. 7

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. Slide No. 8

9. Colleagues are Customers Too Customer You Internal Customer Internal Customer Slide No. 9

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. Slide No. 10

11. Customers Expectations continued Customers: • 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. Slide No. 11

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 . Slide No. 12

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. Slide No. 13

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. Slide No. 14

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. Slide No. 15

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. Slide No. 16

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. Slide No. 17

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. Slide No. 18

19. Listening • Nod. • Ask questions. • Stick to the subject. • Use their name and use “you”. • Look at people. • Turn off negative thoughts. • Lean towards people. • Start with the first word. • Think of speed. • Do not interrupt. Slide No. 19

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 Slide No. 20

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. Slide No. 21

22. Facial Expressions Facial expressions often show how you feel: • Smile if you are happy! • Frown if you are not! Slide No. 22

23. Combined Use Of Verbal and Non-verbal Communications 7% actual words 38% voice, tone, pitch, pace and quality 55% body language Slide No. 23

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. Slide No. 24

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. Slide No. 25

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”. Slide No. 26

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. Slide No. 27

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. Slide No. 28

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. Slide No. 29

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. Slide No. 30

31. First Impressions You neverget a second chance to make a first impression Slide No. 31

32. Attitudes – Who are you? Someone who makes things happen? Someone who watches things happen? Someone who wonders what happened? Slide No. 32

33. I’m trying to do my paperwork lets hope they are dealt with soon Oh no – it’s them again They can be so difficult and demanding If I keep looking at the screen someone else can deal with them Negative Thinking Slide No. 33

34. Oh - it’s them – I haven’t seen them for a while Wouldn’t it be great if everyone was like them It’s a pleasure to deal with them They always have a smile for everyone Positive Thinking Slide No. 34

35. Attitude and Behaviour Be professional Show understanding Be patient Slide No. 35

36. Professional Image • Acknowledge. • Smile. • Apologise. • Friendly - welcoming - well mannered. • Use names. • Listen. • Ask questions. • Reassure them. Slide No. 36

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. Slide No. 37

38. Personal Image Slide No. 38

39. Projecting a Positive Image Appearance: • Personal grooming and uniform standards. • Your work area. Eye contact: • Look at people. • Shows you are interested. Slide No. 39

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? Slide No. 40

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. Slide No. 41

42. REMEMBER!! First Impressions You never get a second chance to make a first impression Slide No. 42

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. Slide No. 43

44. 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. Slide No. 44

45. Handling Complaints • Listen • Apologise • Solve • Thank • Make the most of your LAST chance! Slide No. 45

46. Test Instruction • Use the separate answer sheet provided. • Complete this sectionusing 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. Slide No. 46

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. Slide No. 47