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Semelhante a Serviceexcellence1
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Serviceexcellence1
- 1. A MOMENT TO REMEMBER HELMY VRAMERRYAN SERVICE EXCELLENCE TRAINING I AUGUST 22-23, 2012
- 2. BE ALERT TO GIVE SERVICE. WHAT COUNTS A GREAT DEAL IN LIFE IS WHAT WE DO FOR OTHERS. ANONYMOUS
- 3. AT THE END OF THE TRAINING … 1. Understand the importance of excellent service in the hotel industry 2. Have to possess excellent service attitude toward customers 3. Increase MY revenue
- 4. FACT ABOUT CUSTOMERS ?? Who is our GUESTs? - the most important person in the business - not a cold figure or numbers in statistic - a human being with feelings, emotions, biases, prejudices - not someone to argue or debate with - always wins an argument and always right most of the time
- 5. FACT ABOUT CUSTOMERS Is all our GUESTs important?
- 6. MOST IMPORTANT VISITORS ON OUR PREMISES. THEY ARE NOT DEPENDENT ON US – WE ARE DEPENDENT ON THEM. UNKNOWN
- 7. FACT ABOUT CUSTOMERS Why guests complaints & leave? - poor service - rudeness - disrespect - lack of courtesy - poor work attitudes
- 8. FACTS! 66 90 1=9
- 9. CUSTOMERS DIS-SATISFACTION RESULTS … Offensive action Silent action - Menuntut ganti rugi - Pindah ke lain hati - Law suit - Menyebarkan complain - Komplain ke media - Mempengaruhi orang - Komplain ke otoritas lain yang berwenang
- 10. FACTS!
- 11. DO NOT LET THIS HAPPENED!
- 13. STEP #1: HAVE THE RIGHT ATTITUDE
- 14. FOR THE RIGHT ATTITUDE… DO I AM SINCERE AND I WANT TO HELP I AM ALWAYS PREPARED I TAKE TIME TO BREATH AND CONTROL MY RESPONSE I ALWAYS MAINTAIN A GOOD, POSITIVE FRAME OF MIND I BELIEVE IN WHAT I AM DOING DON’T X Think when your shift finishes X Think your personal problems X Think negativities X Assume
- 15. SHOUT! SAYA TULUS IKHLAS! SAYA MAU MENOLONG! SAYA SELALU SIAP! SAYA TENANG DAN TIDAK PANIK! SAYA SELALU BERPIKIR POSITIF! SAYA YAKIN YANG SAYA KERJAKAN! SAYA SELALU SENYUM!
- 16. STEP #2: UNDERSTAND YOUR CUSTOMERS th y Em pa rt felt/ He a e it y on tan Sp ty iosi Cur
- 17. STEP #2: UNDERSTAND YOUR CUSTOMERS CARE
- 18. COMMITTED TO SERVE C PASSIONATELY AND SINCERELY ATTENTIVE TOO WHAT GUESTS A WANT R RESPONSIVE AND DON’T DELAY ENTHUSIASTIC TO FULFIL GUESTS E REQUIREMENTS
- 19. STEP #3: DEVELOP IMPRESSIVE PERSONALITY Appearance Expressions Intelligence Emotions Interests Social adaptation
- 20. STEP #3: DEVELOP IMPRESSIVE PERSONALITY Are you neat? Are you careful about cleanliness? Appearance Do you have a good posture? Do you watch your facial expression? Do you have a ready SMILE? Do you have a weird manners?
- 21. STEP #3: DEVELOP IMPRESSIVE PERSONALITY Do you have pleasant modulated tone of voice? Are you smart to choose your words? Do you show interest in your expressions? Expressions
- 22. STEP #3: DEVELOP IMPRESSIVE PERSONALITY Have an effort to improve memory? Are you observant? Are you attentive? Are you mature? Are you understanding/thoughtful? Intelligence
- 23. STEP #3: DEVELOP IMPRESSIVE PERSONALITY Are you cool? Is your temper under control? Are you discipline yourself? Do you avoid self-pity? Emotions
- 24. STEP #3: DEVELOP IMPRESSIVE PERSONALITY Do you read books/mags? Do you attend course? Do you have knowledge of music or science? Do you have a hobby? Interests
- 25. STEP #3: DEVELOP IMPRESSIVE PERSONALITY Are you sympathetic? Are you thoughtful? Do you talk less and listen more? Do you try to help others as far as you can? Social adaptation
- 26. Verbal Impact What you say Vocal Impact How you say Visual Impact How you look
- 27. STEP #4: I AGREE TO … Be enthusiastic Act in a positive and cheerful manner Do the best for our guests Make good first impression and memorable
- 28. Let’s discuss … 1. WHAT MAKES CUSTOMERS COMPLAIN? 2. WHAT ATTEMPT CAN YOU & YOUR DEPARTMENT DO TO MEET STANDARD SERVICES? 3. IMAGINE WHAT CAN YOU DO TO MAKE YOUR GUESTS HAPPIER AND SURPRISE WITH YOUR SERVICE? Be everywhere, do everything, and never fail to astonish the customer. Macy's Motto
Notas do Editor
- The facts are that: 73% of people will tell you if they are dissatisfied 48% of the most serious problems are sales and delivery related 52% of those who don’t complain believed it wouldn’t help to contact you. But it doesn’t stop there. The most disturbing facts are: 66% of those who complain are not satisfied with the way their complaint was handled 90% of those who are dissatisfied will not purchase from you again each dissatisfied complainant is likely to tell 9 others of their bad experience.