Level 1 Introductory Certificate in Hospitality Customer Service 7011-11

Level 1 Introductory Certificate in Hospitality Customer Service 7011-11 City & Guilds


Level 1 Introductory Certificate in Hospitality

Customer Service

7011-11

Slide No. 2


By the end of the workshop you should be able

to:

• Understand the importance of the provision of

good customer service.

• Identify customer and organisational needs and

expectations in respect of service levels.

• Describe the differences between strong and weak

customer care.

• Recognise how to present a professional image.

• Identify the techniques used to handle customer

complaints.

Objectives

Slide No. 3


Session 1 Introduction to customer service

What is service?

Why is it important?

Identifying customer needs.

Session 2 Effective communications

Effective and ineffective communication skills

Questioning and listening techniques

Telephone techniques.

Content

Slide No. 4


Session 3 Presenting a positive professional image

First impressions.

Presenting a positive attitude and image.

Identifying and using appropriate body language.

Session 4 Handling customer complaints

Why customers complain .

Resolving difficult customer situations.

Handling complaints positively.

Content continued

Slide No. 5


Customer Service is all about:

• Providing customers with what they want.

• Offering consistent levels of service.

• Exceeding and not just meeting expectations.

• Fulfilling all customer needs.

• Going out of your way to delight customers.

What is Customer Service?

Slide No. 6


Companies who provide excellent service:

• Exceed the expectations of their customers.

• Treat customers with respect.

• Do not just aim to satisfy – they aim to delight.

• Provide solutions to problems.

• Consistently deliver outstanding service to their customers.

• Make customers feel that they are the most important part of their business … which they are.

Customer Service

Slide No. 7


Why is Service important?

• Intense competition.

• Customers have a choice.

• It is the only thing that can make us different from our competitors.

• Satisfied and delighted customers will come back.

• Dissatisfied customers will not come back.

Slide No. 8


Colleagues are Customers Too

You

Customer

Internal Customer

Internal Customer

Slide No. 9


Customers:

• Expect the core service to meet their needs for quality.

• Expect polite treatment at all times – even when they are being difficult.

• Need to see attention is being paid to their requests.

• Want to feel their needs are important.

• Do not want to hear “No” or “I do not know”.

• Want to feel secure in the knowledge that you have all the answers and solutions.

Customer Expectations

Slide No. 10


Customers Expectations continuedCustomers:

• Want mistakes admitted to and rectified.

• Expect promises that are made to be honoured.

• Expect to be treated with respect.

• Need to have time given to them for explanations.

• Need to know when a problem arises.

• Expect you to know about your job and your company.

• Expect you to be able to answer questions.

• Expect you to find solutions to their problems.

Slide No. 11


Your Expectations

You:

• Expect that you will receive full training.

• Need to learn about the products and services you provide.

• Need to understand the systems and procedures for dealing with customers .

• Expect to be supported by your manager .

• Need to be treated fairly by the customer .

Slide No. 12


Organisation’s Expectations

Organisations expect you to:

• Meet the organisation's customer service policy.

• Consistently deliver service standards.

• Meet standards laid down in standard manuals.

• Follow service procedures.

• Meet any legal standards related to the delivery of service.

• Project a positive image at all times when dealing with customers.

Slide No. 13


Creating and Maintaining a Safe and Healthy Environment

• Local and National legislation.

• Dealing with hazardous waste and substances.

• Hazardous materials.

• Noise pollution.

• Hygiene standards.

Slide No. 14


Employer Responsibilities for Health and Safety

Employers may have specific duties under local and national legislation such as:

• All systems must be safe.

• The working environment must be well lit, well ventilated, hygienic and at the appropriate temperature.

• All plant and equipment must be kept to the necessary standard.

Slide No. 15


Employees should:

• Take reasonable care of him or herself and others.

• Allow the employer to carry out his or her duties in respect of creating a safe working environment.

• Not interfere intentionally or recklessly with any machinery or equipment.

Employee Responsibilities for Health and Safety

Slide No. 16


Effective Communications• Increases quality of service.

• Saves time.

• Improves customer care.

• Avoids misunderstandings.

• Builds good relationships.

• Creates a positive atmosphere.

• Encourages open discussion.

• Allows for achievement of goals.

Slide No. 17


Ineffective Communications

• Hampers relationships.

• Wastes time.

• Affects customers and colleagues.

• Destroys morale.

• Creates a negative atmosphere.

• Builds a negative reputation.

• Hampers achievement of goals.

Slide No. 18


Listening

• Look at people.

• Turn off negative thoughts.

• Lean towards people.

• Start with the first word.

• Think of speed.

• Do not interrupt.

• Nod.

• Ask questions.

• Stick to the subject.

• Use their name and use “you”.

Slide No. 19


Question Techniques

Open Questions

Who? – What? – Why? – Where? – How? – When?

Closed Questions

Do you? - Are you? - Is it? - Have you?

Reflecting Questions

To summarise and check back

Slide No. 20


Non-Verbal Techniques

• Lets the customer know you are interested.

• Allows you to listen to customers’ feelings as well as their words.

• The moment a customer walks up to you, regardless of what you are doing, make immediate eye contact.

Slide No. 21


Facial Expressions

Facial expressions often show how you feel:

• Smile if you are happy!

• Frown if you are not!

Slide No. 22


Combined Use Of Verbal and Non-verbal Communications

7%

actual words

38%

voice, tone, pitch, pace and quality

55%

body language

Slide No. 23


Why Use The Phone?

• To assist in providing customer care.

• To take bookings.

• To make arrangements.

• For information gathering.

• Looking for customers.

• Solving customer problems.

Slide No. 24


• Answering:

• Smile … as you answer the phone.

• Aim to answer within 4 rings.

• Offer a greeting - as appropriate.

• Avoid asking people to hold.

Telephone Standards

Slide No. 25


• Answering:

• Say “Company / Department / Your Name”.

• Offer help e.g. “How may I help you?”.

• If you do not answer within 4 rings say to the caller “Thank you for waiting”.

Telephone Standards continued

Slide No. 26


• Transferring:

• Explain to the caller why the call is being transferred and to whom you are transferring them.

• Explain to the person, you are transferring to, what the call is about and tell them the caller’s name - be factual but not emotional.

• Use the caller’s name.


Slide No. 27


Transferring:

• If no-one answers offer to:

• Transfer to another person / department

• Attempt to deal with it yourself (if appropriate)

• Put the call back to switchboard / Take a message.

• Take ownership.


Slide No. 28


Taking Messages:

• Respond to all messages … however difficult.

• If someone is not available, explain positively why the person is not available - offer to take a message.


Slide No. 29


Taking Messages:

• When taking a message take all the details and repeat the message and any information back to the caller:

• Name

• Telephone Number (including national Code and extension as appropriate)

• Brief message

• Name of the person / section the message is for

• Time and date of the call.

• Take personal responsibility to make sure messages are passed on quickly to the correct person / section.


Slide No. 30


First Impressions

You never get a second chance

to make a first impression

Slide No. 31


Attitudes – Who are you?

Someone who makes things happen?

Someone who watches things happen?

Someone who wonders what happened?

Slide No. 32


They can be so difficult

and demanding If I keep looking

at the screen someone else can

deal with them

Oh no – it’s them again

I’m trying to do my paperwork lets hope they are dealt with

soon

Negative Thinking

Slide No. 33


Oh - it’s them – I haven’t

seen them for a while

They always have a smile for everyone

It’s a pleasure to deal with

them

Wouldn’t it be great if

everyone was like them

Positive Thinking

Slide No. 34


Attitude and Behaviour

Be professional

Show understanding

Be patient

Slide No. 35


Professional Image • Acknowledge.

• Smile.

• Apologise.

• Friendly - welcoming - well mannered.

• Use names.

• Listen.

• Ask questions.

• Reassure them. Slide No. 36


Take Responsibility for Helping the Customer

• Be enthusiastic.

• Be confident.

• Be welcoming.

• Be helpful.

• Be polite.

• Show you care.

• Comply with hygiene, health and safety guidelines.

Slide No. 37


Face to face

Words 7%

Tone 38%

Body Language

55%

Personal Image

Slide No. 38


Appearance:

• Personal grooming and uniform standards.

• Your work area.

Eye contact:

• Look at people.

• Shows you are interested.

Projecting a Positive Image

Slide No. 39


Facial expressions:

• Look positive.

• Look natural.

Posture and gestures:

• What impression are they creating?

Personal space:

• How comfortable are you?

Projecting a Positive Image continued

Slide No. 40


You:

• Do not like your work.

• Are stressed.

• Are not friendly.

• Do not show respect for other people.

• Do not want to help - when you do help, you do so reluctantly.

Negative Messages

Slide No. 41


REMEMBER!!

First Impressions

You never get a second chance

to make a first impression

Slide No. 42


Handling Complaints

What are they?

An opportunity to:

• Make things right.

• Turn dissatisfied customers into delighted customers.

• Show you care.

• Turn complainers into ambassadors.

Slide No. 43


Listening

Actively show you are listening.

Empathy

Show that you do care and are concerned.

Agreeing on Common Ground

Find something to agree with.

Calming Customers

Slide No. 44


Listen

Apologise

Solve

Thank

Make the most of your LAST chance!

Handling Complaints

Slide No. 45


Test Instruction

• Use the separate answer sheet provided.

• Complete this section using black or blue ink only.

• Mark your choice of answer by filling in the circles (a or b).

• Cancel an incorrect answer by filling in the ‘cancel’ bar beneath the circle you have marked. If you change your mind again; fill in the ‘cancel’ bar beneath the new answer and draw a neat circle around the original answer.

Slide No. 46


Test Instruction continued

• Do not enter marks in the bottom section of the paper.

• Do not make any marks in any part of the paper other than the circles (a or b) and the section with the boxes for your personal details. If you do, the marking machine will be unable to mark your paper properly, thus affecting your score.

• Use a pen with black or blue ink only.

Slide No. 47

Documents

Level 1 Introductory Certificate in Hospitality Customer Service 7011-11