Download - Customer service resource
![Page 1: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/1.jpg)
quicklearnsmarter hospitality
www.quicklearn.com.au1300 259 626
![Page 2: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/2.jpg)
quicklearn2012
CUSTOMER SERVICE
![Page 3: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/3.jpg)
quicklearn2012
Customer service is a venue’s ability to supply the NEEDS and WANTS of their customers.
![Page 4: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/4.jpg)
quicklearn2012
The NEEDS of Customers:
To eat, drink, sleep.
To be entertained.
![Page 5: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/5.jpg)
quicklearn2012
Your service offering:
• Quality of service
• Pleasant atmosphere
• Speed of service
![Page 6: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/6.jpg)
quicklearn2012
Customers need to feel...
WELCOME UNDERSTOOD VALUED
![Page 7: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/7.jpg)
quicklearn2012
QualitySpeedResponsivenessCommunicationConsistency
YOUR guests are looking for:
![Page 8: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/8.jpg)
quicklearn2012
Guests are in your venue to buy things and spend their money.
And this pays your wages and keeps you employed.
![Page 9: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/9.jpg)
quicklearn2012
3 main faults in Hospitality industry...
1. LACK OF SERVICE 2. BAD ATTITUDE3. DON'T CARE ATTITUDE
![Page 10: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/10.jpg)
quicklearn2012
Other faults include...
• TAKE IT OR LEAVE IT• APATHY• BRUSH OFF• CONDESCENDING• ARGUING
![Page 11: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/11.jpg)
quicklearn2012
Reports of poor service can quickly end up on social media sites such as Facebook, Twitter, Urbanspoon etc.
![Page 12: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/12.jpg)
quicklearn2012
Why do hospitality venues lose customers?
INDIFFERENCE is given as the main
reason!
Where is everyone?
![Page 13: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/13.jpg)
quicklearn2012
Prices : SAME
Menus : SAME
Equipment : SAME
Beverages : SAME
Systems : SAME
Processes : SAME
Service is the DIFFERENCE!
![Page 14: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/14.jpg)
quicklearn2012
Doing it BETTER than your competitors
“CONSISTENTLY ”
Your Competitive Advantage:
![Page 15: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/15.jpg)
quicklearn2012
Means being... EFFECTIVE
and EFFICIENT
WORKING SMARTER
![Page 16: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/16.jpg)
quicklearn2012
EFFECTIVE – “Do the right things”PrioritiseProper order of doing tasks
EFFICIENT – “Do things right”No doubling upDo it right the first time
WORKING SMARTER
![Page 17: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/17.jpg)
quicklearn2012
Focus on completing TASKS.
Focus on what HAS to be done rather than what is “nice” to be done.
Work as efficiently as you can.
WORKING SMARTER
![Page 18: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/18.jpg)
Great service is a combination of...
• ATTITUDE• SKILLS• KNOWLEDGE
quicklearn2012
![Page 19: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/19.jpg)
quicklearnsmarter hospitality
www.quicklearn.com.au1300 259 626
![Page 20: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/20.jpg)
quicklearn2012
SMILEGreet customers with a smile.
Smile often.
Make sure it is sincere!
![Page 21: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/21.jpg)
quicklearn2012
PERCEPTIONCustomers see the “real” you through your body language and the tone of your voice.
![Page 22: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/22.jpg)
quicklearn2012
PERCEPTIONYour customer’s opinion of you and your venue is made up in the first 30 to 45 seconds.
![Page 23: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/23.jpg)
quicklearn2012
Dress Code.Avoid wearing ill fitting clothing with marks, stains, overhangs and scuffed shoes.
![Page 24: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/24.jpg)
quicklearn2012
ACTIVE LISTENING.• Make eye contact• Show interest• Ask questions• Pay attention to customers
![Page 25: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/25.jpg)
quicklearn2012
OPEN QUESTIONS
Help to engage customers in
conversation.
![Page 26: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/26.jpg)
quicklearn2012
OPEN Question...
“How has your day been so far?”
Requires an extended response from the guest.
![Page 27: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/27.jpg)
quicklearn2012
CLOSED QUESTIONSRequire a YES or NO answer.Gets to the point.Does not engage the guest.Eg. Would you like a coffee?
![Page 28: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/28.jpg)
quicklearn2012
AVOID discussing politics or religion or other sensitive issues which may potentially cause offence to your guests.
![Page 29: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/29.jpg)
quicklearn2012
Personal SpaceIt is accepted in Australia that you should not get any closer than arms length from a guest.
![Page 30: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/30.jpg)
quicklearn2012
Be PROACTIVE!
DON’T wait for the customer to come to you. You set the agenda when it comes to service.
![Page 31: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/31.jpg)
quicklearn2012
Look around you…Does a customer have a near empty glass? Are the menus closed indicating they are ready to order? Is someone trying to catch your eye for the final bill?
![Page 32: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/32.jpg)
quicklearn2012
If you are busy when guests walk in to the venue?
Make eye contact and smile Greet them with a wave or signal Acknowledge you’ll be with them
![Page 33: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/33.jpg)
quicklearn2012
Customers are at your venue to “spend” money.
Pay attention to all their needs.
They will come back if they are looked after properly.
HAPPY CUSTOMER!
![Page 34: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/34.jpg)
quicklearn2012
Service is THE most important thing your business has to offer.
![Page 35: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/35.jpg)
Great customer service needs to be consistent.
Strive to please your customers at ALL times by ALL the staff.
quicklearn2012
![Page 36: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/36.jpg)
quicklearn2012
Ambience : Great Cutlery : Great
Furnishings : Great Food : Great
Bad service : Customer’s experience will be average at
best.
![Page 37: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/37.jpg)
quicklearn2012
A great entrée can’t save a bad server.
A great server can save a bad
meal.
![Page 38: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/38.jpg)
quicklearn2012
SELLING is a vital part of Customer Service.
This increases turnover and helps keep you in a job.
![Page 39: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/39.jpg)
quicklearn2012
The quickest and easiest way to increase revenue is to SELL something.
You are ALL salespeople.
![Page 40: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/40.jpg)
quicklearnsmarter hospitality
www.quicklearn.com.au1300 259 626
![Page 41: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/41.jpg)
quicklearn2012
It’s not just the meal or drinks you
are selling.
You are selling yourself!
![Page 42: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/42.jpg)
quicklearn2012
Know your products.Know your customers needs.Know how to approach them.Offer the product to them.
![Page 43: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/43.jpg)
quicklearn2012
Suggesting something to a customer they may not have thought of buying.
SUGGESTIVE SELLING
![Page 44: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/44.jpg)
quicklearn2012
EXAMPLE OF AN APPROACH:
Would you care for some dips
before the main course?
![Page 45: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/45.jpg)
quicklearn2012
UPSELLINGGetting the customer to purchase a higher priced item – such as LARGE salad, EXTRA fries, BOTTLE of wine.
![Page 46: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/46.jpg)
quicklearn2012
UPSELLING EXAMPLE:
Normal coffee = $4
A more expensive liqueur coffee = $10
+$6 difference in sales.
![Page 47: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/47.jpg)
quicklearn2012
Would you care for another coffee?
I can get you another glass of red.
Garlic bread to share would be a great starter.
![Page 48: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/48.jpg)
quicklearn2012
Each sale, big or small, adds value to the business.
Sales add up over the months.
![Page 49: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/49.jpg)
quicklearn2012
Returning customers are the lifeblood of the business.
They are loyal and tell others about the positives through “word of mouth”.
![Page 50: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/50.jpg)
quicklearn2012
Great service must be given to regular AND non–regularcustomers. You have NO idea who the latter may be!
![Page 51: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/51.jpg)
quicklearn2012
Service needs to be STANDARDISED.
ALL the staff in the venue need to provide the same high standards.
At ALL times.
![Page 52: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/52.jpg)
quicklearn2012
Quality service is CONSISTENT.
Must be provided at ALL times.
Not when it suits staff OR on certain days!
![Page 53: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/53.jpg)
quicklearn2012
It is much more expensive to find new customers than it is to keep existing ones.
$$$$
![Page 54: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/54.jpg)
quicklearn2012
WORD OF MOUTH
Is the cheapest and most effective form of marketing for your business.
Costs $0.
Rewards are high.
![Page 55: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/55.jpg)
quicklearn2012
Unsatisfied customers are likely to share a negative experience with 10 other people who will possibly tell another 10.
![Page 56: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/56.jpg)
quicklearn2012
The most important first step in our industry is to create a feeling of trust and credibility with our guests.
![Page 57: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/57.jpg)
quicklearn2012
Being hospitable is the act or practice of receiving
strangers or guests in a friendly and generous way.
![Page 58: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/58.jpg)
quicklearn2012
A lot of our industry looks at the BIG picture.
With service, it’s the SMALL things that really count and make the difference.
![Page 59: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/59.jpg)
quicklearn2012
Guests in your venue, should be treated the same way as if you had invited them to your OWN HOME. The interactions you have with them from greeting to farewell are IDENTICAL!
![Page 60: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/60.jpg)
quicklearn2012
Great customer
service in a nutshell!
4 steps!
![Page 61: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/61.jpg)
quicklearn2012
Deliver the product or service you SAID you would.
![Page 62: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/62.jpg)
quicklearn2012
Deliver them in the WAY you said you would.
![Page 63: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/63.jpg)
quicklearn2012
Deliver them in the
TIME you said you
would.
![Page 64: Customer service resource](https://reader035.vdocument.in/reader035/viewer/2022062419/55776f5fd8b42a56728b45ab/html5/thumbnails/64.jpg)
quicklearn2012
AND...be NICE
when you do it!