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Customer/Guest services

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Danish Ali Shah
Danish Ali Shah

The document discusses the key pillars of excellent guest service: attitude, interest, action, verbal language, body language, and tone of voice. It emphasizes treating guests with friendliness, resolving their issues efficiently, and going above and beyond to ensure satisfaction. Examples are provided of both proper and improper responses to guests. Maintaining positive guest service requires strong communication skills, product knowledge, and time management.

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Satisfaction is a rating Loyalty is a brand
The assistance and advice provided by a company to those people who buy or use its products or services OR Excellent Guest service is defined as service that treats guest with a friendly attitude and tries to resolve their problem or question as efficiently as possible. Guest Services Meanings
Basic Fundamentals Six Pillars of Guest Services
Caring. Solution driven. Having empathy. Being positive. Being friendly and cheerful. Having energy. Being on-stage. Attitude is the cornerstone of Outstanding guest service, and contrary to popular belief, you can influence it. Attitude
100% Guest-focused. Asking questions. Listening. Personalizing the relationship. All of our actions need to convey to a guest that they are important to us. The research tells us that over 80% of service failures come from the perception that you just don't care. Interest
Taking ownership. Solving problems. Being creative. Following through. Following up. When guest see you being proactive, or taking immediate action to ensure their satisfaction, they consider this a positive experience. The research shows that over 90% of customers consider "taking ownership" as the primary factor in "WOW" customer experience. Action
Break..
Using positive words & phrases. Avoiding negative language. Communicating accurately. Communicating appropriately. Managing expectations. Our language skills play a key role in delivering Outstanding Guest Service. Verbal Language
≒No. I dont know. Thats not my job./Thats not my department. You are right that is bad Calm down. Im busy right now. Call me back. Thats not my fault. You need to talk to my supervisor. You want it by when? Verbal Language Ten Major Dos and Donts of Guest Service
Wrong Approach Polite and Friendly Alternative I dont know. Ill find out. No. What I can do is Thats not my job. Let me find the right person who can help you with Youre right this is bad. I understand your frustrations. Thats not my fault. Lets see what we can do about this. You want it by when? Ill try my best. Calm down. Im sorry. Helpful Reminders for Polite and Friendly Responses
Face. Smile. Eyes. Posture. Movement. Attire. Even when our mouths aren't speaking, our body is. Body Language
Persuasion. Influence. Empathy. Energy. These are conveyed through the five controllable attributes of voice: Speed, Pitch, Loudness, Intonation and Timbre. It's not what you say, but how you say it. Tone of Voice
Product Knowledge Greetings ( Welcome, Ending, Holding and Waiting) Attitude Efficiency Problem Solving Friendly TAT Enthusiasm LARC (Listen Acknowledge Response Complete) Communication Skills Tone of Voice
7% WORDS Words are only labels and the listeners put their own interpretation on speakers words 38% PARALINGUISTIC The way in which something is said - the accent, tone and voice modulation is important to the listener. 55% BODY LANGUAGE What a speaker looks like while delivering a message affects the listeners understanding most. Basic Communication
Break..
(P)OSTURES & GESTURES How do you use hand gestures? Stance? (E)YE CONTACT Hows your Lighthouse? (O)RIENTATION How do you position yourself? (P)RESENTATION How do you deliver your message? (L)OOKS Are your looks, appearance, dress important? (E)XPRESSIONS OF EMOTION Are you using facial expressions to express emotion? TYPES OF BODY LANGUAGE
Setting Priorities Time Management Quadrant. Ive been using this to create clarity in my todos for ages, which has completely changed my view on my work. I used to be stressed all the time and complain about not being able to do what I wanted; now I just decide what I want to do and make time for it. So lets get to it! Take at the quadrant below and put it on a big piece of paper, but keep the squares empty. Now what are these quadrants all about?
Important and Urgent Important, But Not Urgent Urgent, but Not Important Not urgent and Not important Setting Priorities Things in Sector I are both Urgent and Important. These are most often things that come from others: deadlines for Guest, Things that need to be done urgently, or things will blow up. Sector II contains things that are important, but not urgent. Its our real goals, the things we want to realize . Sadly, its also the things that we delay because of things in Sector I or worse, in Sector III: things that are urgent but not important at all.
Thank them for their complaint. ... Don't be defensive. ... Acknowledge what's important to them. ... Use judo, not boxing. ... Apologize once, upfront. ... Explain the company's desire to improve. ... Educate your customer. ... Contain the problem. How to Handle Complaints
Remain calm. ... Don't take it personally. ... Use your best listening skills. ... Actively sympathize. ... Apologize gracefully. ... Find a solution. ... Take a few minutes on your own. Irate Guest(s) Handling
Higher income (more sales, repeat business, referred business) Recognition Personal satisfaction & fulfillment Less stress Higher self-awareness and self-control Greater authenticity Happier life at work Happier life outside work More repeat business More referred business Fewer returns Better reputation Higher morale, happier employees Lower employee turnover Fewer complaints Higher productivity Better work environment Higher inventory turnover Higher profits Benefits of Good Guest Services
Break
Taxi driver who opens the door for you or waits at night for you to safely get into your destination. Computer technician who does computer work and then calls back a week later to make sure your IT is functioning well. Car salesperson that calls a month after you buy a car to make sure it is running well. The petrol station attendant who washes your window or checks your oil. The electric company who calls and checks to make sure your service is working well and apologizes for any brown outs or black outs. Initiative Everyday examples of exceptional Guest/Customer service: None of these customer service people HAD to make this extra effort or go to this trouble. These goodwill initiatives are beyond the call of duty ed. They make the customer remember the transaction or occasion. and make the customer beyond satisfied. They make the customer remember the transaction or occasion.
Thank You

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Customer/Guest services

  • 1. Satisfaction is a rating Loyalty is a brand
  • 2. The assistance and advice provided by a company to those people who buy or use its products or services OR Excellent Guest service is defined as service that treats guest with a friendly attitude and tries to resolve their problem or question as efficiently as possible. Guest Services Meanings
  • 4. Caring. Solution driven. Having empathy. Being positive. Being friendly and cheerful. Having energy. Being on-stage. Attitude is the cornerstone of Outstanding guest service, and contrary to popular belief, you can influence it. Attitude
  • 5. 100% Guest-focused. Asking questions. Listening. Personalizing the relationship. All of our actions need to convey to a guest that they are important to us. The research tells us that over 80% of service failures come from the perception that you just don't care. Interest
  • 6. Taking ownership. Solving problems. Being creative. Following through. Following up. When guest see you being proactive, or taking immediate action to ensure their satisfaction, they consider this a positive experience. The research shows that over 90% of customers consider "taking ownership" as the primary factor in "WOW" customer experience. Action
  • 8. Using positive words & phrases. Avoiding negative language. Communicating accurately. Communicating appropriately. Managing expectations. Our language skills play a key role in delivering Outstanding Guest Service. Verbal Language
  • 9. ≒No. I dont know. Thats not my job./Thats not my department. You are right that is bad Calm down. Im busy right now. Call me back. Thats not my fault. You need to talk to my supervisor. You want it by when? Verbal Language Ten Major Dos and Donts of Guest Service
  • 10. Wrong Approach Polite and Friendly Alternative I dont know. Ill find out. No. What I can do is Thats not my job. Let me find the right person who can help you with Youre right this is bad. I understand your frustrations. Thats not my fault. Lets see what we can do about this. You want it by when? Ill try my best. Calm down. Im sorry. Helpful Reminders for Polite and Friendly Responses
  • 11. Face. Smile. Eyes. Posture. Movement. Attire. Even when our mouths aren't speaking, our body is. Body Language
  • 12. Persuasion. Influence. Empathy. Energy. These are conveyed through the five controllable attributes of voice: Speed, Pitch, Loudness, Intonation and Timbre. It's not what you say, but how you say it. Tone of Voice
  • 13. Product Knowledge Greetings ( Welcome, Ending, Holding and Waiting) Attitude Efficiency Problem Solving Friendly TAT Enthusiasm LARC (Listen Acknowledge Response Complete) Communication Skills Tone of Voice
  • 14. 7% WORDS Words are only labels and the listeners put their own interpretation on speakers words 38% PARALINGUISTIC The way in which something is said - the accent, tone and voice modulation is important to the listener. 55% BODY LANGUAGE What a speaker looks like while delivering a message affects the listeners understanding most. Basic Communication
  • 16. (P)OSTURES & GESTURES How do you use hand gestures? Stance? (E)YE CONTACT Hows your Lighthouse? (O)RIENTATION How do you position yourself? (P)RESENTATION How do you deliver your message? (L)OOKS Are your looks, appearance, dress important? (E)XPRESSIONS OF EMOTION Are you using facial expressions to express emotion? TYPES OF BODY LANGUAGE
  • 17. Setting Priorities Time Management Quadrant. Ive been using this to create clarity in my todos for ages, which has completely changed my view on my work. I used to be stressed all the time and complain about not being able to do what I wanted; now I just decide what I want to do and make time for it. So lets get to it! Take at the quadrant below and put it on a big piece of paper, but keep the squares empty. Now what are these quadrants all about?
  • 18. Important and Urgent Important, But Not Urgent Urgent, but Not Important Not urgent and Not important Setting Priorities Things in Sector I are both Urgent and Important. These are most often things that come from others: deadlines for Guest, Things that need to be done urgently, or things will blow up. Sector II contains things that are important, but not urgent. Its our real goals, the things we want to realize . Sadly, its also the things that we delay because of things in Sector I or worse, in Sector III: things that are urgent but not important at all.
  • 19. Thank them for their complaint. ... Don't be defensive. ... Acknowledge what's important to them. ... Use judo, not boxing. ... Apologize once, upfront. ... Explain the company's desire to improve. ... Educate your customer. ... Contain the problem. How to Handle Complaints
  • 20. Remain calm. ... Don't take it personally. ... Use your best listening skills. ... Actively sympathize. ... Apologize gracefully. ... Find a solution. ... Take a few minutes on your own. Irate Guest(s) Handling
  • 21. Higher income (more sales, repeat business, referred business) Recognition Personal satisfaction & fulfillment Less stress Higher self-awareness and self-control Greater authenticity Happier life at work Happier life outside work More repeat business More referred business Fewer returns Better reputation Higher morale, happier employees Lower employee turnover Fewer complaints Higher productivity Better work environment Higher inventory turnover Higher profits Benefits of Good Guest Services
  • 23. Taxi driver who opens the door for you or waits at night for you to safely get into your destination. Computer technician who does computer work and then calls back a week later to make sure your IT is functioning well. Car salesperson that calls a month after you buy a car to make sure it is running well. The petrol station attendant who washes your window or checks your oil. The electric company who calls and checks to make sure your service is working well and apologizes for any brown outs or black outs. Initiative Everyday examples of exceptional Guest/Customer service: None of these customer service people HAD to make this extra effort or go to this trouble. These goodwill initiatives are beyond the call of duty ed. They make the customer remember the transaction or occasion. and make the customer beyond satisfied. They make the customer remember the transaction or occasion.