The C onnection With Our Guests

1. Guest Enchantment The Connection With Our Guests

2. Objectives • Understand the importance of Customer & Customer Service • Identify Internal & External customers • Understand Moment of Truth & Service-Profit Chain • Understand & create Customer Delight • Practice complaint handling skills • Tips to practice & demonstrate good customer service

3. YOU as a customer… Share an experience of Good Customer Service

4. YOU as a customer… Share an experience of Bad Customer Service

5. Who are Customers? • The most important person in any business. • Is not dependent on us. We are dependent on them. • Is not an interruption of our work, but the purpose of it. • Is part of our business – not an outsider. • Does us a favor when they come in. We aren’t doing them a favor by serving them.

6. Who are Customers? • A customer is not just money in the cash register. They are human beings with feelings and deserve to be treated with respect. • Is a person who comes to us with their needs and wants. It is our job to fill them. • Deserves the most courteous attention we can give them. They are the lifeblood of every business.

7. Facts about Customers • The Customer is the business’ biggest asset • The Customer pays all our salaries wages and bonuses • The customer will go where he/she receives the best attention • There is no profit, no growth, no jobs without the customer Hence, You must be your customers’ best choice!

8. Facts about Customers • A typical dissatisfied customer will tell 8-10 people about their problem. • 7 out of 10 complaining customers will do business with you again if you resolve the complaint in their favor. • If you resolve a complaint on the spot, 95% will do business again.

9. Why Customers leave?

10. What qualities are important to our customers? • Accuracy • Friendliness • Timeliness • Efficiency • Courtesy • Honesty

11. Customer Service • Any or all interactions which the customer has with your organization while conducting business • It is the ability to provide a service or product in the way it has been promised • It is also about treating customers with respect, individuality, and personal attention

12. Customer Service - GUEST • G – Greet the customer • U – Understand customer needs • E – Explain features and benefits • S – Suggest additional items • T – Thank the customer

13. Good, Bad, & Excellent Service

14. Good Customer Service Good service is when the customer gets treatment that meets his/her expectations. Customer Expectation What Customer receives

15. Bad Customer Service Bad Service is when customer gets treatment which is less than his/her expectations Customer Expectation What Customer receives

16. Excellent Customer Service When the customer gets a little more than what he/she expected, Good Service becomes Excellent Service + Customer Expectation What Customer receives

17. Types of Customers • Internal Customers • External Customers

18. Internal Customer An individual or a group of people you may Interact / serve within the organization Eg: IT, Cafeteria, Logistics, HR, Facilities, Housekeeping

19. External Customer Someone who comes to your organization for products or services – the end customer These customers depend on the timelines, quality, and accuracy of your organization’s work.

20. Moment of Truth Any point in interaction during which the Customer has an opportunity to form an Impression (negative or positive) about the Company through its services

21. Moment of Truth • When a moment of Truth for a customer has been a negative experience, it becomes a Moment of Misery • On the other hand, when the interaction has been extremely positive, it becomes a Moment of Magic for the customer

22. The Service-Profit Chain Higher Incentives/Bonus to Employees High Revenue/ More profits Service-oriented employees Good Service – Satisfied Customers Higher Sales

23. Customer Delight

24. Customer Delight • Exceeding customers’ expectation is delighting customers • The customer reacts with a “wow” in return for the product/service • Every interaction with the customer has an opportunity to create delight • The challenge is to consistently maintain the delight factor

25. Complaint Handling • Appreciate/Thank the customer for sharing the complaint • Apologize for the error / mistake / inconvenience • Listen actively and nod from time to time showing interest • Show Empathy – Put yourself in the customer’s place

26. Complaint Handling • Resolve, if it is within your control. If not, bring it to the notice of your supervisors • If not solved immediately, take down the customer’s details (name, telephone number, address) to contact with the solution • Do follow up till the customer is satisfied REMEMBER: Don’t take customers’ complaints personally

27. Different Customers&Handling them

28. Angry Customer A slight mistake has made this customer Mad. How to handle? • Let the customer finish talking. Don’t interrupt. Use the pressure cooker method • Be firm and polite else they may not be happy

29. Demanding Customer The customer who wants more than you can offer. They are not easily satisfied. How to Handle? • Be firm yet polite • Be professional • Avoid being too docile but not rude

30. Passive Customer The Customer who listens to you. Is quite meek and extra polite. Will sound apologetic when complain. How to handle? • Listen carefully what they have to say • Sound professional and don’t brush them aside • Gain their confidence

31. The Killer Word BUT

32. Tips for Good Customer Service • Smile • Make yourself presentable/well groomed • Greet each customer as he/she enters your service area • Smile • Make any eye contact when speaking to customers • Be a good listener and show interest in what the customer is saying • Don’t chat with other staff when customers are around • Smile

33. Tips for Good Customer Service • Identify & anticipate needs – Customers don’t just buy products/service; they buy good feelings & solutions • Make customers feel important & appreciated • Avoid rushing or doing too many things at once • Smile • Apologize when something goes wrong • Service a little more than they expect • Use positive verbal & body language • Smile

35. Questions