industry1 bishoy kamel

7/23/2019 Industry1 Bishoy KAMEL

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Faculty of Tourism & HotelMgmt.

Pharos University in AlexandriaP.U.A

Presented By: Bishoy Kamel

Presented To: Mr. ha! Hassouna"ndustry valuation Team"ndustry "nternshi# $

"nternalnvironment

xternal

P.U.A



WORK ENVIRONMENTMEASURING BEHAVIOR• Matchin Peo!"e # $o%s&

• PERSONA' PRO(I'E

• Bishoy Sa)y

•

*+sto)er Ser,ice Ro"es• INTRO-U*TION . P"ease read care/+""y:

• Than0 yo+ /or co)!"etin the Matchin Peo!"e # $o%s se"/1

assess)ent 2+estionnaire3 The Persona" Pro4"e Re!ort

contains yo+r /eed%ac0 in the /or) o/ a s+))ary /or each o/

the 5 %eha,iora" characteristics )eas+red3 Each

characteristic has a de4nition to /aci"itate +nderstandin3

• The in/or)ation !ro,ided has %een enerated /ro) yo+r

res!onses to the 2+estions and doesn6t )eas+re yo+r s0i""

"e,e"s7 technica" 0no8"ede or !ersona"ity3



The /eed%ac0 e9!"ains ho8 yo+ 6thin0 and%eha,e6 in dierent %+siness re"atedsit+ations3 The ood ne8s is that %+siness%eha,ior can %e changed or modi%edtherefore everyone has control over hisor her future develo#ment and#erformance. 'hould you decide toenhance yo+r !er/or)ance in any o/ the

areas co,ered7 8e ha,e !ro,ided yo+ 8ith a"ist o/ 6actions6 to se"ect /ro) and +se on adai"y %asis3

We do ho!e yo+ 4nd the in/or)ation he"!/+"3

Bishoy Sa)y

; Ga<n Associates

8883)atchin!eo!"e#=o%s3co)



WORK ENVIRONMENT MEASURING BEHAVIOR

Thin(ing Ahead) Identi4es c+sto)er ser,ice

!ro%"e)s or iss+es %e/ore they arise3

>o+ are "i0e"y to +nderstand the dierent o!tionsa,ai"a%"e /or dea"in 8ith !otentia" !ro%"e)s or iss+es

%e/ore they arise3

>o+r c+rrent /oc+s s+ests yo+ 8i"" i,e a reasona%"ea)o+nt o/ e)!hasis to +sin 68hat i/6 ty!e 2+estions inorder to reso",e !otentia" !ro%"e)s3

*+sto)ers 8i"" enera""y reconi?e yo+r a%i"ity to thin0ahead and dea" 8ith !otentia" iss+es %e/ore they arise

O,era""7 yo+ sho+"d %e 8e"" )atched to a ro"e 8herethin0in and !"annin ahead are /+nda)enta"re2+ire)ents /or s+ccess3



Maximi*ing 'ales +##ortunities)'oo0s /or e,ery o!!ort+nity to !ers+ade c+sto)ersto %+y !rod+cts and ser,ices3

>o+ are "i0e"y to in,est ade2+ate ti)e and /ee"co)/orta%"e in the sa"es di)ension o/ the ro"e3

>o+r c+rrent /oc+s s+ests yo+ 8i"" i,e areasona%"e a)o+nt o/ e)!hasis to %ein!ers+asi,e and con,incin 8hen se""in toc+sto)ers3

*+sto)ers 8i"" enera""y reconise yo+r a%i"ity toe9!"ain the !rod+ct and ser,ice oerin and )a0econsidered s+estions or reco))endations3

O,era""7 yo+ sho+"d %e 8e"" )atched to a ro"e8here se""in and increasin c+sto)er s!end are/+nda)enta" re2+ire)ents /or s+ccess3



Maintaining High 'tandards) Stri,es /or

excellence %y !ayin attention to i)!ortant detai"3 >o+ are "i0e"y to i,e e)!hasis to !ro,idin a 2+a"ity ser,ice tointerna" and e9terna" c+sto)ers3

>o+r c+rrent /oc+s s+ests yo+ 8i"" i,e reasona%"e e)!hasisto 6ettin it riht the 4rst ti)e6 %y !ayin attention to

i)!ortant detai"3*+sto)ers 8i"" enera""y reconi?e yo+r a%i"ity to "isten and!ass on their concerns to senior )anae)ent3

O,era""7 yo+ sho+"d %e 8e"" )atched to a ro"e 8here 6stri,in/or e9ce""ence6 and attention to detai" are /+nda)enta"

re2+ire)ents /or s+ccess3 To enhance yo+r !er/or)ance in this area7 yo+ 8i"" need toi)!"e)ent so)e o/ the actions "isted %e"o8:

(oc+s on 2+a"ity and ser,ice standards3 -e,e"o! an 6eye6 /ordetai"3 Stri,e to achie,e ser,ice e9ce""ence3 Get thins 6riht

the 4rst ti)e63 Ma0e )anae)ent a8are o/ c+sto)erco))ents3 Ta0e an acti,e interest in c+sto)er ser,ice



FaceBoo( "nterface ,Find us on face!oo(-



xam#le ho it /eally 0oo(s



(eed%ac0 (ro) *EO



TOP @UESTIONS ABOUT EG>PT IN TRIP A-VISOR AN-



TOP @UESTIONS ABOUT EG>PT IN TRIP A-VISOR AN-REP'> THEM

• Traveler Articles

• gy#tian Museum general advice

• *"othin

• Health

• Hotel /atings 1 facts

•

/estaurants

• 'afety & 'ecurity

• Taxis and /ental 2ars

• Ti##ing

• 3isa

• 4al(ing in 2airo

• 4eather

•

4omen Travelling solo



Interna" En,iron)ent3

The external customer s) So)eone 8ho co)es into yo+r orani?ationco)!any

/or !rod+cts or ser,ices . the end c+sto)ers3

These c+sto)ers de!end on the ti)e"iness7 2+a"ity7

and acc+racy o/ the orani?ations 8or03

the internal customers ) An indi,id+a" or ro+! o/ !eo!"e yo+ )ay

interact 8ithin the orani?ationco)!any3



Facts a!out customers

The customer is the !usiness5 !iggest asset.

The customer5s #ayment !ecomes #art of oursalaries6 ages6 !onuses.

The customer ill go here he7she receives the!est attention.

There is no #ro%t6 no groth6 no 8o!s ithout thecustomer.

A ty#ical dissatis%ed customer ill tell 91$: #eo#le

a!out their #ro!lem.

; out of $: com#laining customers ill do !usinessith you again if you resolve the com#laint.



<ualities im#ortant tocustomers

CAcc+racy

C (riend"iness

C E<ciencyC *o+rtesy

C Honesty



hat is 2ustomers service)

It is the a%i"ity to !ro,ide a ser,ice or!rod+ct in the 8ay it has %een!ro)ised3

It is a"so a%o+t treatin thec+sto)ers 8ith res!ect7 indi,id+a"ity7and !ersona" attention3



=++> '/3"2 is 8hen the c+sto)er ets the

treat)ent that )eets hisher e9!ectations3

•

When the c+sto)er ets a "itt"e )orethat 8hat heshe e9!ected7 Good

Ser,ice %eco)es ?200@T.



ho Handlingcom#laints

A!!reciate the c+sto)er /or sharin theco)!"aint3

A!o"oi?e /or the

error)ista0eincon,enience3 'isten acti,e"y3

sho8 interest3

Sho8 e)!athy3 Reso",e7 i/ it is 8ithin yo+r

contro"3 I/ not7 %rin it to the notice o/ yo+rs+!er,isors3

-o /o""o81+! +nti" the c+sto)er is satis4ed3



Ti!s /or ood c+sto)erser,ice:

SMI'ED

Ma0e yo+rse"/ !resenta%"e8e""1roo)ed3

Greet each c+sto)er as heshe enters yo+r ser,ice area3

-ont +se c+sto)ers 4rst na)e +n"ess as0ed to3

Ma0e an eye contact 8hen s!ea0in to c+sto)ers3 Be a ood "istener and sho8 interest in 8hat the

c+sto)er is sayin3

-ont chat 8ith other sta 8hen c+sto)ers are aro+nd3

A!o"oi?e 8hen so)ethin oes 8ron3

Ser,ice a "itt"e )ore than they e9!ect3

Than0 the c+sto)er /or their ,isit3

SMI'ED



What is *RM

• The !rocess o/ )anain thedetai"ed in/or)ation a%o+t indi,id+a"c+sto)ers and care/+""y )anain a""

the c+sto)ers Fto+ch !oint 8ith theai) o/ )a9i)i?in c+sto)er "oya"ty3



What is co))+nication

• The 8ord co))+nication hasoriinated /ro) a 'atin 8ordco))+nes 8hich )eans so)e

thin co))on3• *o))+nication is a !rocess o/

e9chanin in/or)ation7 ideas7

tho+hts7 /ee"in and e)otionsthro+h s!eech sina"s7 8ritin or%eha,ior3



I)!ortance o/ co))+nication

• E9!ress tho+hts7 ideas and/ee"ins3

• *reatin a8areness3

• To /+"4"" a oa"3

• A,oid iso"ated3

•

Hih"iht iss+es3• Ed+catin the )asses etc3



Bisho Ka)e"

industry1 bishoy kamel

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