Basics of Customer Service 1
What is the Golden Rule?
Treat others the way you want to be treated.
What is customer service?
TRENDS: What did airplanes carry before they carried passengers?
U.S Mail
How does positive internal customer service impact external customer service.
Having a positive internal customer service interaction can help with positive external customer service interactions.
What is the Platinum Rule?
Treat others the way they want to be treated.
Define the halo effect?
When the positive feeling resulting from a first impression lasts through subsequent encounters.
(Think about a place you have been, the experience was great the first time, therefore the impression will keep you going back )
What type of lodging came before hotels?
Motels
Name the three inappropriate and appropriate languages that should and should not be used while at work.
1. Use Standard English
2. Eliminate Jargon
3. Code Switching
What are the three great rules of customer service?
1. The platinum rule
2. The rule of skills and service
3. The rule of first impressions
What is emotional labor?
Require employees to try to produce a specific emotional reaction in customers.
How has technology changed customer service over the past 100 years.
Technology enables customers to make reservations online, and book hotels, and flights online. Make food orders online.
Customer Reviews etc
Faster service etc
Name 3 effective ways that you should communicate with your customers when a problem arises.
Use the customers name
Use Standard English
Let the Customer Vent
Pay Attention to their expectations
Remember its not about you
Don’t be afraid to admit a mistake
Focus on the problem, Not the customer
Offer multiple solutions
Follow up
What are the four phases of customer service and explain what happens in each phase
Greeting
Pre Service
Service
Post Service
Why is it important to understand the psychology of a customer?
When understanding the psychology of a customer it allows the customer rep to be able to understand how to help the customer. It also unveils why the customer is traveling and why this destination or trip is so important to the customer.
Name at least one-way businesses can strive to have efficient customer service.
1. Create a kiosk where customers can pay at the table.
2. Have large parties make a reservation.
3. Have customers utilize a beeper to notify when their table is ready.
How do customer feedback websites help the customer and the business.
Customer feedback sites work for
customers and businesses.
Customer are able to talk about
their experiences
(negative/positive/neutral.
Businesses are able to listen and
respond to what their customers
feedback is about their
businesses.
List all seven of the seven deadly sins and their meaning.
1. leave the customer hanging
2. Argue with a customer
3. Look unprofessional
4. Give incorrect or conflicting information
5. Never argue with a co-worker in front of a customer
6. Imply that a customer needs are not important
7. Pass the buck
Describe one-way customer service has changed over the past 100 years? (Think about hotels, airplanes, ships, restaurants)
100 years ago airplanes only transported mail. Restaurants only served a few food and beverage items. One of the only forms of entertainment was the circus, and hotels did not exist. but taverns and saloons did exist. (Cruise ships were not safe) remember the titanic?
Name at least 3 non verbal facial gestures.
Facial Expressions
Eye Contact
Hand and Body Movement
Personal Grooming
Clothing
Tone of Voice
Proxemics
Object Language
Proper Email Norms
Email is very useful in business communication
Isnt always the best choice for communication
Important to use good email etiquette
Keep personal and work emails separate
Business emails belong to your company
Write a clear subject line
Always use appropriate greeting
Avoid using acronyms
Don’t use all capital letters
Use proper spelling/grammar
Be Friendly