Provide Services to Colleagues and Customers Guest Relations Complaint Handling.

Provide Services to Provide Services to Colleagues and Colleagues and

CustomersCustomersGuest RelationsComplaint Handling

TYPES OF CUSTOMERSTYPES OF CUSTOMERS

INTERNAL CUSTOMERS People with whom we workEXTERNAL CUSTOMERSIncluding:- International tourists- Families- Business Travellers- People with disabilities- Difficult customers

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What are wants, needs and What are wants, needs and expectations?expectations?

Needs◦ A human need is a state of felt deprivation

Wants◦ A form taken by human needs as they are shaped by

culture and individual personality Expectations

◦ To be treated with respect◦ To be made welcome◦ To receive timely and professional assistance and service◦ To be understood◦ To feel important◦ To be appreciated◦ To be recognised◦ To enjoy the experience

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Factors influencing needs Factors influencing needs and expectations includeand expectations includeSocialCulturalEconomicHealthAgePersonalityPersonal interestsLikes and dislikesTime AvailablePerception

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NEEDS AND EXPECTATIONS OF NEEDS AND EXPECTATIONS OF CUSTOMERS could includeCUSTOMERS could include

Basic Human NeedsFood, Shelter, Security,Social and Esteem

Special services and facilities

EntertainmentInformation

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What would you consider when What would you consider when dealing with guests with special dealing with guests with special

needs?needs?Physically challenged – mobility

impaired, hearing impaired or blindIntellectually challengedPregnant womenFamilies with childrenUnaccompanied childrenBusiness travelersTravelers with special cultural or

language needsElderly travelers

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Customer Service Skills Customer Service Skills includeincludeMeeting customer requirementsDemonstrating communication skills –

listening and questioning techniquesHandling customer requests and

complaintsDeveloping a rapportPromoting suitable products and

service to enhance experienceTo deliver quality service we must also

demonstrate appropriate work ethics and behaviour.

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What is quality service?What is quality service?You could describe customer service as

the art of relating to your customers so they feel comfortable, looked after, satisfied, special and welcome.

Service excellence is achieved when the enterprises’ services and facilities not only meet but exceed the guests expectations.

Can you think of when this has happened to you?

Can you think of when you may have delivered quality service to a customer?

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WHAT WE NEED TO PROVIDE QUALITY WHAT WE NEED TO PROVIDE QUALITY SERVICE!!!SERVICE!!!

KNOWLEDGE

- Of your customer

- Of how to do your job

- Of all services and facilities in your hotel

- Of local and state attractions

SKILLS

- Interpersonal skills

- Anticipation of your customer needs

ATTITUDE

- Genuine desire to help your guests - whether solving

problems or just making sure they have a great stay

- Positive attitude at all times

- Proactive – providing help and guidance without necessarily being

asked – guests feel they can depend on you

- Displaying tact and diplomacy Provide Service to colleagues and customers 9

Steps to Ensure we give Quality Steps to Ensure we give Quality Service!Service!

Anticipate needs Welcome customers warmly – with a warm genuine

smile Listen and probe - ask open questions Reflective listen Offer an action plan to deliver what they want Agree on this plan

What? Where? When? How? Avoid broken promises Follow up to check everything is up to their expectationsCombine this with: Communicating in a language they can understand Tune into their individual needs – by observation Use their name – wherever possible

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Maintaining Quality Maintaining Quality ServiceServiceOrganisation and staff responsibilities

◦ Training of staff◦ Good communications between departments◦ Established work programs◦ Good awareness of activities within other

departments

Importance of quality customer service to hospitality industry◦ Customers have come to expect quality service◦ Competition demands quality service◦ Quality service is the key to business successQuality service requires you to be one step ahead of

the customer – anticipating their needs

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ANTICIPATE THE NEEDS OF YOUR CUSTOMERS

ASK YOURSELF: Have I considered all the

customer needs? What could the customer need

next? How can I improve the service

now for the customer?

Then offer to provide that service - without the

customer having to ask!Have you ever anticipated a

customers needs?

How do you know when we’ve How do you know when we’ve given Quality Service?given Quality Service?

Increased job satisfactionPositive performance appraisalsGratuities – tips/giftsThank You - by letter or verballyEnhanced reputationEstablishment winning quality awardsReturning guestsGuest Comment Cards -

Questionnaires

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WHY PEOPLE COMPLAIN?WHY PEOPLE COMPLAIN?

From frustration

To impress other people

For compensation

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When dealing with a guest When dealing with a guest complaint - NEVERcomplaint - NEVER

Talk down to the customer

Be defensiveJustify why it

happenedBlame other people

or departmentsBlame the

customer

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COMPLAINT HANDLING PROCEDURECOMPLAINT HANDLING PROCEDURE

Listen without interruptionDon’t get defensiveUse a ‘sad but glad’ expressionExpress concern and empathy - apologise

sincerelyEstablish the problem - ask questionsFind out what they wantExplain what you can and cannot doFully discuss alternativesTake ActionFollow up to ensure they are happy

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Handling Complaints

Information recorded accurately in Complaint Log

Recognised complaint handling procedure followed

Relevant department or personnel consulted Follow up to ensure everything is resolved -

record action in Log Log reviewed to see if on going/multiple

complaints being received and what steps can be taken to rectify.

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EmpowermentEmpowerment

The person who takes the complaint owns the complaint.

You should try to resolve the complaint to the best of your ability.

Do you know what you can do to resolve a complaint without calling for a manager or supervisor?

Complaint Recording and Follow Up Complaint Recording and Follow Up ProceduresProcedures

All complaints must be handled diplomatically so all parties recognise:

The issue has been raised with relevant authority All points of view have been aired Discretion will be applied in resolving the matter Due process will be followed Action will be taken and the matter will be remediedYou must establish the details of the customer complaint

through Questioning and active listening techniques Summarising and clarifying the issue Recording details of complaint Discussing with customer the process of resolution – giving

them options and letting them know how the complaint will be resolved

You need to know the lines of reporting complaints and when to seek assistance

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Benefits of positive handling of Benefits of positive handling of complaintscomplaints

The value of amicably resolving complaints can not be underestimated and include:

Promoting goodwillImproved customer relationsPositive work of mouth publicityPromotion of enterprise service

ethic

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DIFFERENCE BETWEEN A COMPLAINING CUSTOMER AND A DIFFICULT CUSTOMER

A complaining customer is somebody whose needs and expectations have not been met

A difficult customer is somebody who is a challenge to serve because of their personality, for example, they may be rude, impatient or talkative

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HOW CAN A CUSTOMER BE DIFFICULT?

Rude Impatient Noisy Talkative Confused - unable

to make decisions Silent Fussy

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TYPES OF DIFFICULT CUSTOMERS

Rude CustomerCan be rude to everyone - they just

don’t feel comfortable being nice.DO Ignore their rudeness and don’t take it personallyDON’TBecome Rude and Aggressive

Impatient CustomerAlways in a hurry - and it won’t matter how quickly you serve them - they will still be impatient

DO Serve them quickly and politely DON’T Waste their time with conversation and

they may not want you trying to sell them products and services

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TYPES OF DIFFICULT CUSTOMERS

Confused CustomerFind it difficult to make decisions and may take a long timeto decideDO Be helpful by making suggestions and asking questionsDON’TRush them - they could become flustered and

embarrassed Talkative Customer

Wants to talk and could spend all day doing itDO Be friendly and attentive - Lead the conversationDON’TIgnore them or give them all your attention

so other customers are ignored