Show:
Essentials to Superior Customer Service
Acknowledging The Guest
Paying Attention/ Focusing on Service Needs
Ways we Communicate
Handling Complaints
100
Any Opportunity to Impress a Guest
What is Memories Interaction
100
This should happen within 10 feet.
At what distance should guests be acknowledged?
100
By practicing them
How can we develop paying attention skills?
100
55%
What percent accounts for Body Language in communication?
100
Problem Severity - The telephone in my room is not working
What is an inconvenience?
200
At least 10 Interactions
In a typical day, what is the minimum interactions you have with a guest?
200
This should happen within 5 feet.
Within what distance should you greet the guest?
200
1. Scan the People in the area, 2.Scan the things in the area.
What are 2 things we should scan when paying attention?
200
7%
What percent accounts for Words?
200
After listening to the guest's concerns or complaints, it is important to do this
What is Apologize?
300
In the Elevator, in the Hallway, near the Pool, on the phone
What are examples of Guest Interactions?
300
1. Smile 2. Nod 3. Eye Contact
What are three ways we can acknowledge a guest?
300
It gives them a sense of control.
Why do people like to have options?
300
38%
What percent accounts for Tone?
300
Empathy
What is understanding the guest's feelings?
400
Smile, Eye Contact and giving a compliment/ comment
What is SEC?
400
By thinking outside of the box.
How can we create solutions?
400
1. What is Going On 2. Who is involved 3. What is likely to happen 4. What can I do
What are 4 questions you should ask yourself when focusing?
400
1. Allow the guest to fully explain their problem without jumping in (Listen without interruption). 2.Pay Attention (Concentrate on what the guest is saying). 4. Apologize 5. Provide Feedback (by nodding, making eye contact or rephrasing what was said). 6. Do not jump to conclusion.
List at least three things you should do when actively listening?
400
By repeating or rephrasing what the guest is saying.
How do you Clarify what the Guest is saying?
500
1. They want to be heard, 2. They want to be understood, 3. they want to be cared for.
What are three things that every guest want?
500
By re-caping or paraphrasing what the guest said to ensure that we fully understand their concern.
How do you clarify the situation?
500
To clarify service needs through effective questioning and identify alternative ways to satisfy the guest.
What does focusing on service needs mean?
500
Listening Skill
What is the most important communication skill?
500
Give a time when you will get back to the guest or have the problem resolved, and do so, even if you don't have an answer.
What is Follow Up?