Customer Service for Hospitality - Ben Madigan - Session 1

• Hospitality
• Higher Education (non-degree)

Objectives

By the end of the workshop you should be able to:

• Understand the importance to the organisation in providing excellent customer service in the hospitality, leisure, travel and tourism industries
• Understand the role of the individual in delivering customer service in the hospitality, leisure, travel and tourism industries
• Understand the importance of customers’ needs and expectations in the hospitality, leisure, travel and tourism industries
  

Content

Session 1

Introduction to Customer Service

- What is service?

- Why is it important?

- Identifying customer needs.

Content

Session 2

Effective Communications

- Effective and ineffective communication skills

- Questioning and listening techniques

Session 1

Introduction to Customer Service

- What is service?

- Why is it important?

- Identifying customer needs.

Content

Session 3

Presenting a positive professional image

- First impressions

- Presenting a positive attitude and image

- Identifying and using appropriate body language

Content

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 

Your Trainer Today:

Ryan Manning

Mooney Hotel Group

11 Years

Your Trainer Today:

Michael Bradley

SSE Arena

Ground Espresso Bars

Hilton Belfast

Introduction To Customer Service

- What is service?

- Why is it important?

- Identifying customer needs.

What is Service?

Customer Service is all about:

• Providing customers with what they want
  
• Offering consistent levels of service
• Staff – Product Knowledge
  
• Exceeding and not just meeting expectations
  
• Fulfilling all customer needs
  
• Going out of your way to delight customers  

Q3

Customer Service & Loyalty

• 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 
• 
  
  
  
    

2b

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 – builds customer loyalty and repeat business
  
• Results in recommendation to friends & family
  
• Easier to sell to existing loyal customers 

Q2a

Why should a potential customer come here?

The benefits to a customer service deliverer from providing customer service are:

• Excellent relationships and rapport with the customer
  
• Job satisfaction and motivation
  
• More sales as the customer will return
  
• Sales targets met and potential for bonuses or promotion
• Job Security

Q6

YOU

CUSTOMER

Colleagues are Customers Too:

who are your internal Customers?

INTERNAL CUSTOMERS

INTERNAL CUSTOMERS

Q1b

Customer Expectations and Building Loyalty

Customers:

• Expect the core service to meet their needs for price,quality value for money
  
• 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
  

Q10 Q2b

Customer Expectations and Building Loyalty

Customers:

• 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

Q2b

The Benefits of Product Knowledge to the Service Provider are:

• Increased opportunity to upsell products and services
  
• Meet products to match customer
  
• Motivating
  
• Increased sales/tips
  
• Meet targets

Q3

Organisation’s Expectations Customer Service Promise/Mission Statement/Charter:

Organisations expect you to:

• Provide the organisation’s quality customer service
  
• Consistently deliver service standards – Cleanliness
  
• Meet standards laid down in standard manuals
  
• Follow service procedures – provision of service
  
• Meet legal standards related to the delivery of - Health & Safety, Hygiene and security of personal information
  
• Project a positive image at all times when dealing with customers – conduct of staff
  

Q1a

Creating and Maintaining a Safe and Healthy Environment

• Health and Safety at Work Act 1974
  
• Dealing with hazardous waste and substances
  
• Hazardous materials
  
• Noise pollution
  
• Hygiene standards
  
• Allergens
  
• General Data Protection Regulations (GDPR)

Employer Responsibilities for Health and Safety

Employers have specific duties under the 1974 act:

• 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

Employee Responsibilities for Health and Safety

Under the 1974 act 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

Comfort Break