customer service resource
TRANSCRIPT
Customer Service and Selling Skills3 hours with a short break
Presenter – Joe Pav and his bio.
Short verbal resume by you
Feedback questionnaire at completion
Finish and put into practice!
1
Review – Refresher – Reminder
2
Over 2600 titles
( HUH!!!)
3
Service in Australia is ordinary
4
Not much effort to improve.
Few are EXCELLENT
Some are VERY GOOD
Plenty are OK
Many are POOR
5
Not much effort to improve.
Current service issues in Hospitality.
LACK OF SERVICE
NEGATIVE ATTITUDE
DON'T CARE
APATHY – CLOSE ENOUGH IS GOOD ENOUGH
BRUSH OFF
CONDESCENDING
ARGUING
MINIMAL KNOWLEDGE and POOR SKILLS
6
WHAT DO YOU CONSIDER AS
GREAT CUSTOMER
SERVICE?
Recent example of getting it??
7
What do customers look for?
8
Positive experience Speed
Acknowledgement Consistency
Smile Thank you
Comfort Respect
Appreciation Value for money
Come to SPEND money!
Disposable income Discretionary Spend
Opportunity Cost? Most customers are happy
9
Who are YOUR customers?
10
Service is a VERB
Denotes action
Denotes initiative
Ready and able to initiate action
11
SKILLS
KNOWLEDGE
ATTITUDE12
Employment contract.
YOUR obligations.Agreement w i th employer.
Hour ly ra te in re tu rn fo r labour.
Ob l iga t ions o f j ob descr ip t ion .
Meet it at ALL times
13
Industry
STANDARDS.Recipes, Measures, Procedures, Schedules, Customer service.
Food, Bev, Accom, Entertainment
Same in New York, Milan, London, Darwin, Berwick!
14
CONSISTENCY.
NOT a tap.
Continuous process.
ALL staff at ALL times.
15
PERCEPTION.Body language, manner, speech, grooming.
20 to 30 seconds.
You are the face of the business.
16
SMILE!Called “hospitality” for a reason
Too many sour pusses
Don’t have to be experts
17
Need for SPEED!
Same, slow pace.
Intensity, sense of urgency, quality.
3 / 30 / 300 pax
18
“Reading the room”
Awareness of EVERYTHING around you.
Look everywhere but see NOTHING!
Anticipate, prioritise, communicate
19
Proactive vs ReactiveAnticipating customer needs
Don’t wait to be asked, yelled at, signalled at
Don’t wait for the customer to initiate service ritual
20
Casual staff = Casual habits
21
Service is not determined by your employment status!
Maccas, KFC – Multimillion dollar businesses run by teenagers
Regulars vs non
RegularsReally good at serving regulars
What about NON REGULARS?
Potentially big and regular spenders
How did regulars become regulars
22
Priorities
What you NEED to do... rather than What is NICE to do.
Your priority is the customers needs.
23
How Are Youse Guys Today"?
Why is "guys“ the standard greeting?
Even females!!
Should say... "Hello, welcome to ____________".
When you "welcome" someone you allow them in "your space”.
24
"No Problem“ / “No worries”
Why are these the standard responses in 2013???
Should be ...
"You're welcome", "It's my pleasure“ , “Happy to help“
25
"You Need To...“
"You need to go down this hall“
“You need to order over there”
Customers only "need to“ pay.
Never feel they must jump through hoops.
26
Benchmarking.
COMPARISON
Who is the benchmark operator in your area?
27
Social media.
Unheard of 5 years ago. Instant. Volatile. Mobile.
Huge implications and here to stay.
Every man and his dog is a blogger.
Don’t give them ammo!
28
Competitive advantage.Hotels / Clubs / Cafes / Restaurants...EVERYWHERE!
All the same - Menus, Decor, Beverages ,POS, Uniforms
Too many of them. Cut throat business. High failures.
What makes YOU stand out?
29
ComplaintsWhat is the problem
Can I fix it or need help
FIX the problem...Quickly
Make sure customer is happy
Avoid problem occurring again
30
Word of mouth.Costs a lot to advertise
Brochures / websites / banners / adverts / TVs
Negative WOM is powerful business killer.
Positive WOM is best and cheapest.
31
CS in a nutshell!Deliver what you SAID you would.
Deliver it in the WAY you said.
Deliver it in the TIME you said.
Be NICE when you do it.
32
Beat the customer to...
Greeting and welcome
Farewelling and thanking them
AHEAD of your opposition
33