accommodation & hospitality services ops team 1 staff meeting 28 th april 2015 please sign both...

Accommodation & Hospitality Services

Ops Team 1 Staff meeting

28th April 2015

Please sign both attendance lists


News

HR

Environment

Quality Management/ ISO 9001

Customer Service

AOB

Agenda


VacanciesDomestic Assistant – 3x27.5h

New StartersAllan Cheeseman (Woodland)

Michelle James (Woodland)

TrainingDevelopment plans for summer support

StaffBen Jones is in Eastwood

Good wishes to Anne Bampfylde

Katherine Ryan left last week

News


News


News

Phones

Uniform ¾ trousersRound neck t-shirts

Name badges

U18’s - Grouping them together

Next meeting is scheduled for Thursday 4th June

Staff Rep Forum


News


News

Practical Refresher Training

•Domestic Assistants - 27/28.05.2015 - Esther Parkin•Porters - 02.06.2015 - Esther Parkin

These are aimed at looking at the more commercial aspect of the role in preparation for the summer business.


News

Summer 2015 Hot Spot reminder

15th June -19th June 14th September -18th September


HR

• The Annual leave year runs from 1st Sept – 31st Aug• You can only carry over 5 days to the next year

Any questions or queries regarding annual leave please speak to Anna.

Annual Leave


HR

Sickness Card


NVQ

L3 Hospitality Supervision & Leadership Apprenticeships L2 Cleaning Apprenticeships

L2 Team Leading Apprenticeships and L2 Customer Services Apprenticeships

If anyone is interested in signing up forthe Apprenticeship programme, government

funding might still be available.

If you are interested please let us know.

HR


Environment


Departure Talks

Encourage students to donate unwanted items


Zero Waste

Encourage students to donate unwanted items


Zero Waste

Better representation

on campus


ISO 9001 is the international standard which will give our organisation a quality system that will provide the foundation to

better customer satisfaction, staff motivation and continual improvement.

In April 2014 we achieved for ISO 9001 Quality Management. NQA will return on 13th May 2015 to carry out a Surveillance Visit.

Staff might be asked questions by auditors


STAFF BRIEFING


Why are you here?


Customer Service Customer Satisfaction

go hand in hand - however they are two completely different things.

Customer Satisfaction is a measure of how

products and services supplied by a company meet or surpass customer expectations. Customer Service is the provision of service to customers before, during and after a purchase


Why is customer service important?

It takes 12 positive customer experiences to

make up for one negative experience.

For every customer who bothers to complain, 26 other customers remain

silent

96% of unhappy customers don’t complain, however 91% of those will simply leave and

never come back

Happy customers who get their issue resolved tell about

4-6 people about their experience


Why is customer service important?


Customers will decide in 7 seconds from 11 impressions whether they…

•Like You

•Dislike You

•Indifferent

… that will largely determine the satisfaction of their experience (and yours)

First impression


•1- Cleanliness•2- Warmth (engaging)•3- Credible•4- Knowledgeable•5- Responsive•6- Friendly•7- Helpful•8- Understanding•9- Courteous•10- Confident•11- Professional

7 – 11 Quiz

It starts and ends with you


Good customer service


• Ask don’t Tell “Do you mind waiting while I find out for you”

• Never end an interaction with a negative - (I can’t)

• Watch your body language

• Do something extra Under promise and OVER DELIVER

• Develop an “attitude of gratitude” - Attitude is infectious

• Treat you customer how you would like to be treated.

Listen, care, and act.

It starts and ends with

you


Its OK to say “I Don’t Know”. As long as…

1. You follow up with “but I will find out for you!”2. Follow through and Follow up

It starts and ends with

you

You have shown the customer respect and they will respect you


• Smile

• Eye contact

• Undivided attention

• Body language

• Match the talk

• Take pride

Good Customer Service requires


• “Unless someone like you cares a whole awful lot, nothing is going to get better. It’s not.”

• “A person’s a person, no matter how small.”

• “Why fit in, when you were born to stand out?”

• “Sometimes the questions are complicated and the answers are simple.”

• “Today I shall behave, as if this is the day I will be remembered.”

5 Customer Care Lessons from Dr. Seuss


Poor Customer Service


1. I’ll try

2. You will have to

3. I’ll be honest with you

4. I don’t know

5. I can’t

Top 5 Hot Buttons for Customers


How to handle customer complaint in 6 steps

1. Listen carefully to what the customer has to say, and let them finish.

2. Ask questions in a caring and concerned manner.

3. Put yourself in their shoes.

4. Apologize without blaming.

5. Ask the customer, "What would be an acceptable solution to you?“

6. Solve the problem, or find someone who can solve it— quickly!


AOB

accommodation & hospitality services ops team 1 staff meeting 28 th april 2015 please sign both...

Documents

customer expectations

customer service important

better customer satisfaction

positive customer experiences

staff motivation

staff meeting28th

provision of service

summer business