PRINCIPLES OF TOTAL QUALITY SERVICE/ETIQUETTE

Villa Marina Hotel, Eket

A TRAINING ORGANISED BY THE TQS BRIGADE

PRINCIPLES OF TOTAL QUALITY SERVICE

Resource Person:

ALLEN EFFEH

INTRODUCTIONQuality service is an experience of feeling valued or heard. Sometimes it’s an intangible component of why a guest may prefer one tourism or hospitality provider over another. There is something about quality customer service that you often can’t put your finger on — but you know it’s there. Customer satisfaction is a person feeling satisfied or otherwise after comparing between the reality and expectations received from a product or service. Customer satisfaction can directly be achieved by providing a quality service to customers. The higher the value received by customer, the higher the level of satisfaction and consequently the higher the number of more loyal customers.Training is critical to ensuring quality service and meeting these objectives

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WHAT IS:

TOTAL

SERVICEQUALITY

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Meaning of Total; Total is the complete, whole amount, comprehensive, absolute, unconditional, limitless state of a thing. It is a situation where a task or act is comprehensively carried out. Meaning of Quality; it is a distinctive attribute or characteristic possessed by someone or something. Meaning of service; the action of helping or doing work for someone

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WHAT IS TQS?

In simplest of terms, It is the act of comprehensively serving the client or guest in a manner that exceeds his/her expectations and posted advertisements, then adding more until customer satisfaction is achieved.

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Principles of TQSQuality

Dimensions Statements to be put as pairs of questions

Tangibles Have updated, modern-looking equipment Have physical facilities visually appealing Employees are neat appearing Materials associated with the service (pamphlets, etc.), visually

appealing

Reliability

When the company promises to do something by a certain time, it will do so

When a client has a problem the company shows a genuine interest in solving it

The company performs the service correctly the first time The company provides its services at the time promised The company insists on error-free records

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Responsiveness

Employees tell the clients exactly when the services will be performed

Employees give prompt services to their clients Employees are always willing to help clients Employees are never too busy to attend clients´ requests

Security Employees´ behavior instill confidence in clients Clients feel safe in their transactions with the company Employees are consistently courteous with clients Employees have knowledge to answer to clients’ questions

Empathy The company gives individual attention to clients The company has operating hours convenient to all clients The employees give personal attention to clients The company has the clients’ best interests at heart The employees understand the specific needs of their

clients

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Ways to Improve Identify the value added services you

provide the customer Identify the customer and determine his or

her expectation as closely as possible. Be responsive Be easy to contact Be reliable in meeting commitment Ensure continues feedback from guest Define your work process

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Recovery from Service FailuresIf a business fails to meet customer expectations, there’s a risk the customer will tell others about it. To avoid any problem from escalating, organizations and staff must work hard to resolve issues before the customer walks out the door. Of course, it’s not always possible to resolve issues on the spot. A customer’s expectations may go beyond the service the business is able to provide, or staff might not be authorized by management to provide the means necessary to resolve the complaint. In these cases, staff must still step up as service professionals, realizing that the actions they take when faced with a complaint can have a significant impact.How a business handles complaints, face-to-face or otherwise, is critical to ensuring successful recovery from service failures.

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Service recovery

Service recovery occurs when a customer service professional takes action that results in the customer being satisfied after a service failure has occurred. Often service failures are not the fault of front-line staff, and at times, may not even be the fault of the business. Failure may be the result of an error made by another employee, by the guest him- or herself, or by a technical error. Regardless of where the problem originated, when customers bring it to the attention of the staff, they have certain expectations for resolution.

Listen, understand, act: the building blocks for resolving disputes

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Disappointed customers often want:

An empathetic ear. Sometimes they simply want to vent. They want to know that the employee or manager is listening and cares.

An apology. In some cases a sincere apology is enough.

A solution.Typically customers bring issues to the attention of staff because they want them fixed.

Compensation. Upset customers are looking for compensation, but not always.

Follow-up. For some people, it’s important to know that their concerns are brought to the attention of management and are fixed for future customers.

Reassurance. Customers want to know they’re in good hands.

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BENEFITS OF TQS

Increased Quality satisfaction by any measure

Increased in customer referrals by satisfied clientele

Increased customer satisfaction.

Increased productivity and

efficiencyIncreased profit

Increased market share

Increased employee

morale

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CONCLUSIONProviding good service is about understanding, recognizing, and anticipating the needs of customers and working hard to meet or exceed them. The core service essentials are also simple: make eye contact, smile, greet warmly, and use the customer’s name. These simple actions tell customers that your organization values them and is eager to help.IF WE WORK AS A TEAM WE CAN

ACHIEVE TQS

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QUESTIONS

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ETIQUETTE

Resource Person:

MRS. EBONG

INTRODUCTIONWe are born as distinct individuals; even two children with the same parent; same environment and same training are totally different from each other. These differences contribute to the spice of life we all enjoy. A set of attitudes accompanies each personality. Generally people with certain temperaments can develop specific attitudes common to that temperament. Through observation, it is noticed that a person with choleric personality often exhibits attitude of perseverance and aggressiveness.A sanguine person will be generally positive and look on the bright side of life. The introspective melancholy can be negative at times while the phlegmatic says “easy come, easy go”An individual personality is composes of a mixture of a these temperaments, and are exceptions to these examples. However, a temperament follows a track that can be identified by tracing on individual attitude.

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It is pertinent to note here that, the environment of early childhood develops the “belief system.” The child continually picks up priorities attitude, interest and philosophies from his environment. It is true that what I really believe affects my attitude! But what I believe may be negative, it may hurt others and destroy me. Environment is the first influencer of our belief system. Therefore the foundational attitude is laid in the environment in which you were born. Environment becomes even more significant when we realize that the beginning attitude are the most difficult to change.Whether you are 18, 20, 25, 30, 40, or 50 your attitude towards life is still under construction. By understanding the materials that are part of your attitude structures result the relevance of etiquette by T.Q.S brigade.

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WHAT ISETIQUETTE?

Etiquette refers to morals or

principles that are held in high esteem as being important when carrying out our daily activities

or specific assigned task.

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PERSONAL INTEGRITY

Doing and saying those things that are perfectly right

Your value are only expressed in your actions It is not what you say, hope, wish or intend but

only what you do that count. Your choices of the action you take tells one

unerringly who you really are.

This seems to be an absolute requirement for successful human living, a failing in integrity or compromising your value creates a high level of stress, unhappiness and inner turmoil in life of an individual. Integrity requires one living in truth with all and under all circumstance.

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It is important to also note that the more you practice good values the more rapid you become a truly superior person. Whenever you discipline yourself to do or say the right thing especially under stress, your create a resistance to your natural tendencies.APPLICATION OF LAW OF CONCENTRATION: Dwelling continually in good attitude or habit enhances etiquette values, thinking about a good pattern of life like act of forgiveness, kindness, obedience, humbleness etc. Concentration causes it to grow faster in your experiences.

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TOTAL COMMITMENT

Do you enjoy what you are doing? Do you love your work? Do you work with compulsion? Are you a dedicated staff?

You must avoid comfort zone by continuously setting higher goals that draws out of you the very best that is in you. Being passionate to exercise your obligation without compulsion and with lesser supervision. Total Quality Service is everyone business, ability to discipline yourself to an extent of taking responsibility outside your unit is what is requires in total commitment.

Evaluate yourself and change for good if you are not doing well.

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POSITIVE THINKING

Think rightly at all times, don’t wait to be told on what to do, don’t slack in your thought because actions are product of thought. Apply five magic words in your memory at all times

-PLEASE - EXCUSE ME - SORRY - THANK YOU - PARDON ME

Positive steps in life relieves us from discouragement and depression, note a champion does not give up easily. It is up to you to decide how you will handle the defeat of life. No man goes through life journey without meeting defeat from time to time, when it happens, what do you do.TQS

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POSITIVE PERSITENCE

I will never surrender to discouragement or despair no matter what seeming obstacles may confront me

I will believe that all things will work out for me if I hang on until the end.

I will fight to overcome all physical handicap and setbacks. I will be courageous and undismayed in the face of odds. I will try again and again and yet again to accomplish what I desire. I will not permit anyone to intimidate me or deter me from my goals.

Are you handling a task and it seems you are tired due to circumstances surrounding the environment.Code of persistence

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POSITIVE DECISION

Decision making plays a vital role in our daily life, never you decide when you are angry. Always take decision when you are calm, right decision is very essential in our etiquette value. Think twice before you decide on any action. Don’t decide out of sentiment. Take positive action to dissolve a given problem. The moment you are certain on the source of the discouragement, get busy, nothing delivers us from discouragement quicker than taking positive steps to solve the problem.Habit aren’t instincts, they are acquired actions or reactions. Most people allow their habit to control them. When those habits are hurtful, they damage their attitudes. TQS

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List your bad habit

What was the original cause?Determine a positive habit to replace the bad onesTake action to develop these habitsDaily act upon this habit for reinforcement

The following formula will assist you in changing bad habits.

Reward yourself by noting one of the benefits from your good habit.

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CHOICE

CONTINUALLY CHOOSE TO HAVE A RIGHT ATTITUDE: Attitude have a tendency to revert back to their original patterns if not carefully guarded and cultivated. Attitude often don’t stay changed. There are three stages of change in which you must deliberately choose the right attitude.

EARLY STAGE

The first few days are always the most difficult. Old habits are hard to break. The mental process must be on guard continually to provide right action.

MIDDLE STAGE

The moment good habit begins to take root, options open that bring new challenges. The more right choices and habit you develop, the more likely good habit will be formed.

LATER STAGE

Complacency can become the enemy. We all know of incident where someone successfully lost weight, only to fall back into old eating habits and gain it back. Our decision to continually choose the right attitude will bring many benefits. Note there is no improvement except through change. To improve continually we must change continually. You are the key to changing your attitude. When face with the need of improvement, no one but you can determine what you will think and how you will act. Now, take control and begin the exciting journey of attitude improvement.

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CONCLUSION

ATTITUDE IS THE ADVANCE MAN OF OUR TRUE SELVES ITS ROOTS ARE INWARD BUT ITS FRUIST ARE OUTWARD IT IS OUR BEST FRIEND AND OUR WORST ENEMY IT IS MORE HONEST AND MORE CONSISTENT THAN OUR WORDS IT IS AN OUTWARD LOOK BASED ON PAST EXPERIENCES IT IS A THING WHICH DRAWS PEOPLE TO US OR REPELS THEM

RIGHT THOUGHT- RIGHT HABIT- CONTINUAL ACTION- RIGHT ACTIONS-RIGHT DECISION – POSITIVE MEDITATION GIVES BIRTH TO GOOD ATTITUDE.

NOTE: Do you feel the world is treating you well? If your attitude towards the world is excellent, you will receive excellent results. If you feel so bad about the world, the response from the world will seem to have only negative feedback from life.

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QUESTIONS

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