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Effective Customer Service: Understanding, Communication, and Relationships

This document explores the importance of customer service in the hospitality industry, focusing on understanding customer needs, effective communication, and building relationships. Learn how to improve your customer service skills and create a positive experience for your guests.

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Effective Customer Service: Understanding, Communication, and Relationships

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  1. 10 February 2017 Channel Islands’ Branch – Quarterly Training Day This document was published by the British Institute of Facilities Management (BIFM) which was re-named as the Institute of Workplace and Facilities Management (IWFM) on 12 November 2018

  2. People Management - your most important asset

  3. Housekeeping

  4. Cognitive dissonance at work…(and why you keep eating doughnuts) Liz Kentish

  5. Customer Service – Representing The OGH

  6. INTRODUCTION

  7. BIBLIOGRAPHY I completed a National Diploma in Hospitality Management in South Africa and then joined The Red Carnation Hotel Collection (RCH) as a Reception Shift Leader at The Rubens at the Palace and Hotel 41 in March 2006. During my seven years working for the organisation, I acquired the necessary skills vital in the hospitality industry and so progressed to Assistant Reservations Manager.  In March 2013 I accepted an offer from Sarova Hotels where I stayed until November 2014. I have now returned to RCH as part of the amazing OGH team here in Guernsey. Nothing gives me more satisfaction in my role as Front of House Manager than engaging with our guests and ensuring that the team meets and exceeds their expectations. It is a privilege to work for an organisation which focuses so much on customer service and developing its employees. 2

  8. INTRODUCTION • Customers in Hospitality: • Internal Customers • External Customers 2

  9. QUOTE BY ROGER STAUBACH

  10. What does customer service mean to you?

  11. QUOTE BY RICHARD BRANSON “If you look after your staff, they'll look after your customers. It's that simple.” 2

  12. CUSTOMER SERVICE • Understanding people • Recognising their needs • Communication • Training • Rewards

  13. Understanding Relationships…What works…and what doesn’t! Facilitator: Richard Hamilton

  14. Taking Responsibility It’s all about you…!

  15. “Communication works for those who work at it” John Powell (Author)

  16. Send Receive Question Yes Understand No Communication Process Message Respond Accept

  17. Charting Communication • Who do you communicate regularly with? • How effective is your communication? • What are the issues? Send? Receive? Understand? Accept?

  18. Charting Communication Open Erratic Closed/No Trust Manageable

  19. “Most people do not listen with an intent to understand… They listen with an intent to answer..” Steven Covey

  20. Listening • Stop talking • Empathise • Ask questions...but • Don’t ever interrupt • Allow silences • Show Interest • Look for the non- verbal signs

  21. Benefits of Face-to-Face Communication We receive….. “Words….” 7% of Message 38% of Message 55% of Message (Note: In terms of the message pertaining to feelings etc.)

  22. How We Impact Others … My Attitude affects affects Your Behaviour My Behaviour Your Attitude affects affects

  23. Transactional Analysis • PARENT – Taught Concept • ADULT – Thought Concept • CHILD – Felt Concept

  24. Effective Transactions Complimentary P P What is the time? A A It’s 3 o’clock C C

  25. Effective Transactions Complimentary P P Have you done it yet? A A Sorry, no I will do it straight away C C

  26. Ineffective Transactions Crossed/ Conflicting P P A A What is the time? C C Why are you asking me – couldn’t you have worn a watch?

  27. The Way They Talk - Parent • Judgemental • Patronising • Ordering • Blunt • Confrontational • Posturing • Nurturing • Caring

  28. The Way They Talk - Adult • Open • Comparative • Reasoning • Calm • Accommodating • Supportive

  29. The Way They Talk - Child • Childish • Emotional • Self Interested (I wish, I want, I don’t..) • Catastophising • Dramatic • Rude

  30. Assertiveness Aggressive (only about us) Passive (only about them) Assertive = Thoughts Feelings, emotions, needs

  31. Assertive Behaviour Assertivenessis the quality of being self-assured and confident without being aggressive.

  32. Charting Communication • Revisit Your Chart • Think about.. • Listening • Attitudes • Behaviours • PAC • Assertiveness What’s actually happening?

  33. Remember • Communication doesn’t just happen… • Think about it • Understand it • Work at it • Practise it Thank You!

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