Customer service
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The presentation discussed the importance of customer service, using the example of Jill who was late to work and rude to a regular hotel customer, Dr. Joel. As the manager, the facilitator recommended using the HEAT approach - listen first to understand their perspective, express empathy for their situation, apologize for any issues, and then take appropriate action to resolve the problem and ensure customer satisfaction going forward.
Customer service
- 1. Customer Service facilitated by Alfredo V. Primicias III
- 2. Customer Service facilitated by Alfredo V. Primicias III 2 •Started as crew member of a fast food chain •Developed and implemented several CS programs for agents and FOH personnel •Licensed facilitator for Service Plus (DDI) •Service- Leadership •Name •Years in current role •What do I want to share back to my team brought by what I’ve learned today? •What is Customer Service?
- 3. Customer Service facilitated by Alfredo V. Primicias III 3 1 Customers are treated well because they are the reason why my company exists. True or False? TRUE 2 It is easy to WIN customers back when we FAIL to give them our promise. True or False? FALSE 3 We should say SORRY all the time to our customers, especiall y when we did a mistake. True or False? FALSE 4 Smiling to customers is a form of customer service. True or False? TRUE 5 Customers appreciate the effort of calling them by their names. True or False? TRUE
- 4. Customer Service facilitated by Alfredo V. Primicias III 4 SITUATIONANALYSIS Jill is a front-office associate. She is newly promoted (F&B personnel). This new role, for Jill, is plagued by several personal challenges, namely, she is a new single- mom. Then on Sept. 18, a critical incident happened. Jill was on her way to work when her ‘nanny’ called her and said she can’t baby sit. Jill can’t afford not to work since she has been absent for 3 days already. Jill desperately looked for a nanny– she found one but caused her to be late for 2 hours at work. The Aquino family has been regular customers of the hotel. In fact Dr Joel proposed to his lovely wife at the balcony of the suite. And for this year, they’re full of joy as they have their new baby boy Joaquin. They’ve made their reservations in the hotel where Jill works. Reservation date is on Sept. 18.
- 5. Customer Service facilitated by Alfredo V. Primicias III 5 SITUATIONANALYSIS It’s Sept. 18. Jill just came out of her manager’s room. She was given a coaching session about her tardiness. She rushed to the front desk to fulfill her duties. Dr Joel and family was standing on the area where Jill is positioned. Jill: (waving her hand) Good morning. How may I help you? Dr Joel: Hi, my family and I are regular clients and we’ve made reservations. I’ve talked with… Jill: (interrupting) I know that’s why I am asking for your name, sir! Dr Joel: There’s no need to be rude– I’m just saying… Jill: Please give me your name so that I can process your reservation, sir! Dr Joel: I’d rather not, may I speak with your manager. Being the manager, what will you do? •Process Flow •Script/ Dialogue •Role Playing
- 6. Customer Service facilitated by Alfredo V. Primicias III 6 H: Hear them out E: EmpathizeA: Apologize T: Take Action
- 7. Customer Service facilitated by Alfredo V. Primicias III 7 Your most unhappy customers are your greatest source of learning. Bill Gates
- 8. Customer Service facilitated by Alfredo V. Primicias III 8