The "A" word
To look at someone and to speak to him or her
To admit the truth
What is Acknowledge?
What number comes "next in line" (this series)?
1, 2, 3, 4, 3, 2, _____?
L.E.A.F is what our team follows as guidelines
How do you show active listening to a guest?
What is....
Writing their concerns down, nodding head and making eye contact.
True or False
Telling a guest "I don't know" is an acceptable answer.
Find the answer and follow through.
A guest is walking down a hall and coming your direction, what would you do to go beyond expectations?
What is make eye contact and greet guest?
Greet with a smile, and warm and friendly greeting.
Careful to notice little things, "attention" to detail
What is Attentive?
What number comes "next in line" (this series)?
4, 2, 0, -2, -4, ____?
What is -6?
L.E.A.F is what our team follows as guidelines
Empathy
How do you showcase empathy when speaking to a guest?
What is.....
Stating that you understand and your facial expressions.
True or False
Guests are more easily satisfied if their expectations are effectively managed.
What is True?
If guests know what to expect, they are more likely to feel satisfied.
Guest stops you and asks you a question that you don't know the answer to. What would you do to go beyond expectations?
What is....
Be honest with the guest. Inform guest that you would like to give him or her the most accurate information and if they have a moment so that you can confirm info. You can always contact the guest back. NEVER SAY I DON'T KNOW.
To say you're sorry for what you have done, to express regret
What is Apologize?
What number comes "next in line" (this series)?
23, 28, 33, 38, 43, _____?
What is 48?
L.E.A.F is what our team follows as guidelines
APOLOGIZE
What is important when you do apologize to guest?
What is....
Being honest with guest and make it sincere.
True or False
In responding to a Frustrated guest, it's a good idea to immediately offer a solution.
False
The guest isn't listening for a solution at first. It's important to LISTEN to guest concerns and soothe their frustrations first.
A guest stops you in the hall (or away from your designated work station) and wants to speak to a manager. What would you do to go beyond expectations?
What is....
Ask them first if you could assist in anyway. Sometimes it could be a simple fix. When directing to a manager, walk with guest and introduce guest to manager.
A way of dealing with something, to move towards
friendly, easy to talk to
What is approachable?
Which number comes "next in line" (this series)?
15, 18, 54, 57, 171, _____?
What is 174?
L.E.A.F is what our team follows as guidelines
FOLLOW THROUGH
Why is follow through important?
What is.....
It eliminates an issue of possibly reoccurring and we have addressed or fixed concern.
Most upset customers or guests will calm down if you offer a sincere apology.
Most customers or guests want you to acknowledge their disappointment and want you to express some regret.
A guest credit card transaction has declined at the counter. How would you explain that to your guest to go beyond expectations?
What is.....
Discreetly tell guest. Lower your voice and explain the payment was not processed. A transaction can decline for many reasons, it could be due to being out of state, transaction needs to be verified through bank, over spending limit. Whatever the reason, ask guest to contact their bank.
Don't announce it loudly as those moments can always be a little embarrassing.
An adaption, an adjustment made to assist someone
What is Accommodation?
Which Number come "next in line" (this series)?
2, 5, 14, 41, 122, ____
What is 365?
L.E.A.F is what our team follows as guidelines
What does L.E.A.F stand for?
L- Listen
E- Empathize
A- Apologize
F- Follow through
True or False
If a guest gets the wrong idea from a sales rep or other department head, its okay to tell the guest that the department manager would say anything to make a sale.
What is definitely FALSE?
You and your company lose credibility. Reassure guest that communication is flowing and that you would followup.
What does going "Beyond Expectations" mean to you?
What is......
Providing a service that exceeds guest standards.