CORDILLERA CAREER DEVELOPMENT COLLEGE COLLEGE OF BUSINESS EDUCATION AND ACCOUNTANCY

HOTEL AND RESTAURANT MANAGEMENT DEPARTMENT

_________________________________________________________________

TRAINING MANUAL QUALITY CUSTOMER SERVICE

PREFACE
The field of hospitality and tourism covers a diversified set of industries from dining, gaming, travel and entertainment; and even entering the field of medicine Medical Tourism. This apparent diversity is unified by their individual quest to meet, if not to satisfy the needs of their customers, clients or guests. After all, they are the reason for their existent. With competition getting stiffer, organizations should find ways on how to give the best value for customers money. They have realized that more than the physical aesthetic structure and the presence of highly skilled staff is the customers need for that feeling of belongingness - that feeling of friendly, not hostile, connection between the service staff and the customer. This is the industry requirement which this manual seeks to address. Surely, several literature exists to teach students the hows and whys of every action that they do be it cooking, waitering, housekeeping or tending the front office. Thus, this training manual has been developed to inculcate to hospitality and tourism students of Cordillera Career Development College (CCDC) the art of being the best practitioner through Quality Customer Service.
Joan T. Patnaan Melanie Kimbungan Wyeth Loammi Bitol

TRAINING OBJECTIVE
Students will be equipped with the skills required to confidently manage high levels of customer service. Students will look at different types of customers and the ways in which they behave. Practical techniques and checklists will help students solve difficult situations and manage awkward customers. They will also be encouraged to

develop greater understanding of their own behavior and explore the effect it may have on others.

TABLE OF CONTENTS
Module 1: Customer Service Basics INTRODUCTION TO CUSTOMER SERVICE Customer Service in the 21st Century Definition of Service Who are Your Customers? What Customer Service Means What is Quality Service Benefits of Effective Customer Service CUSTOMER SERVICE IN THE HOSPITALITY AND TOURISM INDUSTRY Customers Needs in the Hospitality and Tourism Industry Product vs. Service 12 Steps for Achieving Superior Quality of Service Professional Qualities in Customer Service THE FIRST IMPRESSION Restaurant Personnel Standards Restaurant Service SIMPLE ACTIONS THAT GIVE GOOD RESULTS Conversations over the Telephone Telephone Etiquette Answering the Telephone Troubleshooting Putting a Customer on Hold Transferring a Call Taking a Message Ending the Call Respond to your business email quickly! So what is prompt answering your business email? Ten Major Dos and Donts of Customer Service Activity 1: Interpersonal Communication Skills Inventory Activity 2: Saying or Writing It Positively Module 2: Teamwork and Winning Back Customers THE 17 INDISPUTABLE LAWS OF TEAMWORK WHO ARE YOUR INTERNAL CUSTOMERS? DEALING WITH UPSET CUSTOMERS The Anger Pyramid 9 Steps to Managing another Persons Anger: Activity 1: Styles for Handling Conflict STRESS SIGNALS AND NATURAL RESPONSES TO STRESS Module 3: Developing Ones Self for Effective Customer Service PROCESS FOR RESOLVING PROBLEMS

SHAPING OUR BELIEFS THE KEY TO PERSONAL POWER

Module 1: CUSTOMER SERVICE BASICS

Objectives Describe exceptional customer service. Identify the benefits of great customer service. Recognize barriers to the delivery of outstanding customer service. Adapt to specific customer behavior styles. Demonstrate how to measure customer-satisfaction levels and take corrective action if needed. 10 hours This is an interactive program covering a wide variety of customer service issues. Lectures should be kept to a minimum, thus students participation in brainstorming, answering tests questions, role playing and simulation activities is crucial. Activities at the end of this module should be accomplished by the students.

Duration: Format:

Introduction to Customer Service There is only one boss, and whether a person shines shoes for a living or heads up the biggest corporation in the world, the boss remains the same. It is the customer! The customer is the person who pays everyones salary and who decides whether a business is going to succeed or fail. In fact, the customer can fire everybody in the company from the chairman (CEO) on down, and he can do it simply by spending his money somewhere else. Literally everything we do, every concept perceived, every technology developed and associate employed, is directed with this one objective clearly in mind pleasing the customer. Sam M. Walton, CEO Wal-Mart Credo from Sam Walton the owner and CEO of Wal-Mart an international chain of department stores and the most successful company in retailing in the world.

Customer Service in the 21st Century Ask any CEO of a company, president of a bank, manager of an office, minister or staff person and they will tell you HOW IMPORTANT the customer is to their operations and success. In meeting after meeting, heads of industry, the service sector, utilities, and government try to convince the audience how much they believe in customer service. It is our mission, it is our number one priority, it is our goal, it is why we are in business, etc..., often prove to be mere epitaphs. Unfortunately, these same customer friendly executives go back to their offices, de-employ office staff, fail to initiate a customer service improvement plan and send memos out saying customer complaints are unjustified and overblown.

Definition of Service How you define service shapes every interaction you have with your customers. Limited definitions of service based on an exchange of monies for goods or service misses the overall point of customer service. Service should provide the customer with more than a product or action taken on his/her behalf. It should provide satisfaction. In essence, the customer should walk away pleased at the result of the transaction not just content but actually happy. A happy customer will continue to be a buying customer and a returning customer. Who are Your Customers? Customers, buyers and clients want to pay a fair price for quality service or products, and feel satisfied they have paid for a service/product and received what they have paid for in return. They also want someone to take care of them. They need someone to understand their needs and help answer them. They need someone to hold their hands and walk them through a process. Customer service starts with the ability to listen to the customer and find out through polite questioning what he/she needs or wants. Customers are known by other names such as: o Guest o Client o Buyer o Consumer o Patron

What Customer Service Means Customer service means providing a quality product or service that satisfies the needs/wants of a customer and keeps them coming back. Good customer service means much more it means continued success, increased profits, higher job satisfaction, improved company or organization morale, better teamwork, and market expansion of services/products. Think about it places where you enjoy doing business stores, gas stations, suppliers, banks, etc. Why, aside from the actual product or service they provide, do you like doing business with them? You probably find them courteous, timely, friendly, flexible, interested, and a series of other exemplary qualities. They not only satisfy your needs and help you in your endeavors but make you feel positive and satisfied. You come to rely on their level of service to meet your needs and wants.

On the other hand, lets review a business you dislike patronizing maybe even hate utilizing but in some cases do so out of necessity. Maybe its the local store that carries a product you need but who offers lousy service when you purchase. What is Quality Service Quality service means serving the client in a manner that exceeds his/her expectations and posted advertisements, then adding even more value until complete customer satisfaction is achieved. Benefits of Effective Customer Service Retaining customers through effective customer service enables easier growth, indirectly and directly, for example by sustaining healthier volumes and margins, and by business expansion from word-of-mouth referrals. High levels of customer retention via effective customer service also improves staff morale and motivation. No one enjoys working for an organization that feels like a sinking ship, or where stressful arguments or pressures prevail. When customers are happy, all the staff are happier too - and more productive. Improved staff morale and motivation resulting from reducing customer attrition also positively benefits staff retention and turnover, recruitment quality and costs, stress, grievance, discipline and counseling pressures. Reduced customer attrition and upset naturally reduces litigation and legal problems, from customers or fair trading laws. Retaining customers also enables the whole organization - especially middlemanagers - to focus more on proactive opportunities (growth, innovation, development, etc) rather than reactive fire-fighting, crisis management, failure analysis, and the negative high pressures to win replacement business. Having a culture of delighting and retaining customers fuels positive publicity and reputation in the media, and increasingly on the web in blogs and forums, etc. The converse applies of course, when nowadays just one disgruntled customer and a reasonable network of web friends can easily cause a significant public relations headache.

I Am Your Customer
I am your customer. Satisfy my wants, add personal attention and a friendly touch, and I will become a walking advertisement for your products and services. Ignore my wants, show carelessness, inattention and poor manners, and I will simply cease to exist as far as you are concerned. I am sophisticated much more so than I was a few years ago. My needs are more complex. I have grown accustomed to better things. I have money to spend. My ego needs the nourishment of a friendly, personal greeting from you. It is important to me that you appreciate my business. After all, when I buy your products and services, my money is feeding you. I am a perfectionist. I want the best I can get for the money I spend. When I am dissatisfied, then take heed. The source of my discontent lies in something you, or the products you sell, have failed to do. Find that source and eliminate it, or you will lose my business and that of all my friends as well; for when I criticize your products or services, I will talk to anyone who will listen. I am fickle. Other businesses continually beckon to me with offers of more for my money. To keep my business, you must prove to me again and again that I have made a wise choice in selecting you and your products and services above all others.

The costs of gaining a customer can be five, ten, a hundred or a thousand times greater than retaining a customer.

CUSTOMER SERVICE IN THE HOSPITALITY AND TOURISM INDUSTRY Customers Needs in the Hospitality and Tourism Industry 1. Travel arrangements and accommodations Travel professionals organize trips for leisure or business, plan itineraries, and reserve flights, cruises or other means of transportation, such as buses and rental cars. They arrange tours, excursions, entertainment, business meetings, and seminars, and book hotel rooms, restaurants, and more. 2. A clean, safe and secure place where to sleep and leave their personal items Hospitality service providers must offer guest rooms or suites in clean, well-run hotels, motels, inns, lodges, vacation villages or student campuses and pensions. The rooms must be safe and secure, and the owners are expected to practice all sanitation rules. 3. The satisfaction of his hunger and thirst with confidence and delight The customers need to find your restaurants, bars, snack bars and other establishments filled with well-prepared, presented and served food and drinks, which must adhere to good safety and sanitary habits. 4. Prompt, enthusiastic satisfaction of all other needs Customers will appreciate a friendly welcome, good service, pleasant, relaxing surroundings, and happy smiling faces. They would like to have all of their questions answered and their requests met. 5. Skillful service rendered with appreciation and respect The entire management and service staff are performing an honorable and well-paid job. Therefore they must be proud for their knowledge of the profession and treat the paying customer with polite due respect. The client will respond to this treatment and gladly leave a sizeable tip.

Product vs. Service The product of the hospitality industry, in contrast to others (building, manufacturing, food and even art), is service, a non-tangible good which rests totally on the personality and skill of those providing it. Our employees must be welltrained and like to work with all kinds of people. A hospitality service job is an old profession with a lot of history, and is not to be confused with domestic servants. In situations when a guest gets out of line and treats our employees like servants, the manager must interfere and set the customer straight. In our business we depend on the mood of those receiving our service. We must be empathetic and even use psychology. Try to think like customers. Train employees to consider that hotel guests usually arrive tired, and all they want is to get to their room, freshen up, get comfortable, and take a shower. To achieve this, the check-in must be brief and effective. Restaurant clients arrive hungry and they expect to find a choice they like. Sometimes foreign customers like to try new things and are usually easier to please; others are not adventurous and expect to find their regular fare. In both cases it is fair to expect our customers to be in a foul mood and must explain this to our staff. That is the reason why we all must be friendly, patient and smiling with everybody to put them in a more pleasant mental condition from the start. Clients expect to find their room or meal perfectly to their liking. If the room is not clean, secure and comfortable, at the appropriate temperature, and with everything working and a safe place for their clothes and other things they carry with them, or if the meal does not look and taste good, served at the right temperature and presented well, they will be dissatisfied. Then only the most vocal ones may start complaining about this and everything else. This is human nature. The problem is that the majority of people rarely voices dissatisfaction during a hotel stay or while eating at the restaurant. Smart managers ask the customers and also require the staff to ask during the time of service and before the departure, how everything was. Even then, when encouraged to give an opinion people are resistant to do so. This most common human behavior trait leaves the operators in the dark. A more effective way to ask a customer is in a more diplomatic manner, what can I do to make your experience in this establishment better. Then a few more will answer and will be more honest about it. In average only twenty percent, one in five, will fill out a survey.

12 Steps for Achieving Superior Quality of Service 1. Take care of the physical surroundings. Ensure the establishment has identifiable and clean premises, pleasing decoration, relaxing colors, comfortable furniture, proper lighting, and music when needed. Ensure that all areas are clean and sanitized. Ensure that there is a preventive maintenance program, and keep the building, furniture, equipment and garden in perfect condition. 2. Make a favorable first impression. Smiling, soft-spoken, knowledgeable and polite employees in appropriate attire and with professional composure welcome the customer. Guide the guest to into his guest room or the restaurant seat. Make necessary initial adjustments for his comfort. Each employee must execute his/her function professionally and effectively. Every time one comes across a client, give a salute ranging in manner from formal, such as addressing the customer by name, to simple, such as a nod of the head 3. Train new employees. Create job descriptions for all positions. Provide an orientation for new hires. Pair new trainees with experienced, dependable employees. Do not allow contact between new employees and the customers until they are welltrained and prepared. 4. Develop the professionalism of management and staff. Train and re-train management and staff. They must know the establishment, the area, professional techniques and the company policies extremely well. Create incentives and awards to recognize exceptional performance. Test and supervise employees until they are confident in knowing their particular functions. Anticipate the questions and expectations of the client. Combine a professional attitude with technical skills. Experienced employees create a following and clients ask for them by name. 5. Establish flawless communication with the client and between departments. Have all potentially needed information written and available by the phone and at the front of the house. Post a declaimer for non-liability for customers untended valuables Facilitate communication between reception and housekeeping, maintenance and reception, dining room and kitchen, etc.

6. Answer clients questions. The entire staff must be well-versed in hotel and restaurant terms and know the answers to all possible clients questions about the area, the establishment and the range of services offered. The restaurant staff must know the menu well, including details such as availability, recipes, main ingredients, preparation time, etc. If an employee does not know the answer to a question, he must excuse himself find out the answer and return with it in a timely manner, or ask the manager to respond. 7. Accommodate all reasonable wishes of the customer in a professional manner. Employees must make every effort to accommodate the needs and wishes of the customer relating to the scope of their job, and do it with a smile. Employees must do this even when the request sounds strange (for example, a guest asking for coffee in unusual hours). 8. Encouraging team spirit Create work groups per department that will work together harmoniously. They should be helping each other, replacing, supporting and, when necessary, completing another members work for the benefit of the entire team. 9. Amenities and little give-away presents for the customer. Small value items for which the guest does not have to pay for are a very welcome gift. Traditionally hotels, according to their assumed classification, provide the guest with amenities in the guest room and bathroom (pen and writing paper, postal cards, shampoo, hair conditioner, soap, shower cap, shoe polishing cloth etc.). Some larger hotels place chocolate mints on the pillow when they turn the beds for the night; others offer free coffee at departure, etc. Restaurants frequently offer free drinks (mostly to the customers who wait for a table) and sometimes small appetizers, relishes, crudits, etc. You may want to offer a small glass of local juice upon welcoming a client. Customers remember and appreciate free items, become free advertisers and often return. 10. Offer incentives for the personnel. Several hotel and restaurant chains have established incentive programs for their staff to reward quality of performance. The owners who still use it prove that it works, and believe that they are worth the expense. The award could be a dinner for two, tickets to a game or a show, recognition as the best performer of the month, and, more rarely, monetary. This will count, of course, during promotion time. Personally, I favor a system where once a month all employees nominate coworkers who have given exceptional service, and the one with the most votes wins the award.

11. Supervision When first starting to implement a quality program with the training of the employees, the owner/manager/supervisor must continually observe and discreetly correct the staff. As the service improves and the new system gains roots, he/she can begin delegating parts of the supervision, while always maintaining the position of ultimate authority. 12. Management Inspections The best way to evaluate the progress in quality service is by inspections, both at regular intervals and by surprise. The manager must create an inspection sheet for quality of performance, where on the left side will be the names of all employees by department, and on the right columns with dates on the top, where he will evaluate employees performance with ratings for quality, ranging from 1 (unacceptable), to 5 (superb). When filled without bias, this sheet will clearly show progress from each inspection to the next. In addition to quality evaluation, it will also be a tool for promotions and dismissals.

Professional Qualities in Customer Service Professionals who constantly deal with customers (inside and outside the company) need to strive for certain qualities to help them answer customer needs. The professional qualities of customer service to be emphasized always relate to what the customer wants. After years of polling and market research, it turns out customers are constantly internalizing their customer service experience. What this means is they are grading your customer service during each transaction but you rarely know it. o Friendliness the most basic and associated with courtesy and politeness. o Empathy the customer needs to know that the service provider appreciates their wants and circumstances. o Fairness the customer wants to feel they receive adequate attention and reasonable answers. o Control the customer wants to feel his/her wants and input has influence on the outcome. o Information customers want to know about products and services but in a pertinent and time-sensitive manner. It is also very important for customer service employees to have information about their product or service. Service providers who answer, I dont know or It is not my department are automatically demeaned and demoted in the mind of the customer. These employees can end up feeling hostile as well as unequipped. Customers want information, and they disrespect and distrust the person who is supposed to have information but does not. Good Information is Often Good Service Employees need to be empowered to satisfy customers. Employees will give bad service to customers if they themselves receive bad service and little feedback from their managers and supervisors. Remember: external customer service starts with internal customer service.

Word of Mouth Advertising

Customers will spend up to 10% more for the same product with better service. When customers receive good service they tell 10-12 people on average. When customers receive poor service they tell upwards of 20 people. There is an 82% chance customers will repurchase from a company where they were satisfied. There is a 91% chance that poor service will dissuade a customer from ever going back to a company.

THE FIRST IMPRESSION Do it right the first time. First impression lasts. In addition to the training that managers must provide to employees, they need to provide them with informational material. Here is a sample list of what is needed: Front Desk and Telephone Operator Every reception/check-in desk, must be equipped with the following items: Book containing the following: Emergency phone numbers, fire department, police, ambulance, manager cell phone All contact numbers for owners and manager Up-to-date employee contact phone numbers Maintenance contractors numbers, refrigeration, kitchen installations and equipment Power, telephone, satellite or cable TV service, internet provider Plumber, Electrician, Carpenter Airport, train and bus stations, limousine, taxi Garbage removal All other outside services, Medical doctor, Dentist Maps and Directions To the establishment and to/from all points of interest Signs Directional: To rest rooms, meeting rooms, bar, restaurant, exits, etc. Liability: Our establishment will not be responsible for loss or damage of valuables left in the guest rooms or unattended property. Posted mini scenarios Welcoming the client (Good . Sir/Madam, welcome tohow may I be of help to you?) Answering the phone (Good ., thank you for calling. This is., how may I help you?)

Training When you train your employees use role playing and have rotate in the role of the customer. Create scenarios and use a lot of what if questions. You must always repeat and follow up.

RESTAURANT PERSONNEL STANDARDS Supervisory The supervisor must know all aspects of his business and be able to replace any employee. General Hygiene code: Shower before work, not the night before. Oral hygiene: Brush teeth as often as possible. Use mouthwash. No candy or chewing gum is allowed during service. Shave before work. Comb hair properly. Never touch hair, face or body parts during service. Avoid the use of cologne or other cosmetics with overpowering smell. No visible tattoos Dress code: Have outfit or uniform perfectly clean and pressed Wear comfortable shoes with clean socks. Use foot powder if needed. Wear a cotton T-shirt under dress shirt. No jewelry except a wedding band or engagement ring and small earrings. Wear name tag at all times. Mise en place: Before opening: Set up all the tables with clean, tablecloths, polished silverware, glassware and china. Re-fill salt and pepper. Place the chairs. During service, crumb the tabletop and change the napperon before resetting the table for the next guest. Do not seat guests if the table is not completely set. After service: Replace all cloths before setting up for the next meal. Follow instructions: During service, workers must follow instructions without questioning the supervisors judgment or motivation. Sometimes the manager has to interfere to make a correction. This must be done discretely and calmly without offending the employee in public and without upsetting the clients. Never argue in front of a customer. Never make a scene.

'Clean As You Go'

The Clean as you go policy should be applicable to all workers. It is designed to ensure and maintained the cleanliness and hygiene of a workplace at the highest standard. As outcome, the safety and appearance of the hotel or restaurant will be maintained as well as a hygienic, safe and high quality product being produced. The policy of Clean as you go places the responsibility on all workers to maintain the working environment in a clean, tidy and safe condition at all times when carrying out duties on the premises. Workstations to be left in clean, safe and tidy condition Equipment, tools, utensils should be cleaned and kept away straight after use Floors to be kept clear of waste Product to be kept and arranged in a proper storage area in order to keep floor space clear Ensure all walkways is clear from any obstruction Waste bins to be emptied regularly All waste and rubbish to be placed at the disposal area provided

Accept changes: The only certain thing in business, as in life, is that there will be changes. Therefore, expect and accept changes as they come and fully comply with the new philosophy, new ways, or new equipment. The supervisors role is very critical because even if they feel like it, they cannot show dissent; instead they must enforce their application. Clean after your own mess: Like in the kitchen, in the dining rooms also each one is responsible to clean after their own mess. Housekeepers after service must secure away all carts, baskets, cleaning equipment and material. This should become a basic rule in all operations and should also apply to managers. Discipline Be fair. When administering discipline do it in private. Be firm and fair. Never vengeful. Treat all workers equally and with respect. Real respect gained by proper behavior, acting professionally and fairly and cannot be forced on people. Remember; only weak supervisors manage by fear.

Restaurant Service Welcome the guest Welcome all new guests that enter the restaurant. The employee nearest to the door at the time of entry must welcome the guest and say that somebody will be right with him/her. This should be everybodys job. Elements of a Good Greeting Saying good morning should be sincere coming from the heart. 1. 2. 3. 4. Pause. Stop whatever you are doing if its practical to do so. Smile Eye Contact Audible voice. Your voice should be loud enough for the customer to hear but not too loud so as not to appear angry. 5. Distance. Greet customers only when they are at a relative distance 3-4 feet away. Acknowledge the client Before being seated, every guest should be acknowledged by all floor personnel passing by, even when waiters are carrying trays at the time. Nothing upsets the customer more than feeling ignored. Table service Welcome each guest at your station. Pull chairs for all guests. Bread and butter should be placed on the table as soon as the drink order is taken, and replenished as soon as the bread and butter are consumed. As beverages or water are consumed, refill and take orders for additional beverages. Menu presentation Present the menu from the right of the paying customer, open at the page of the meal you are going to serve. Be knowledgeable The captain or waiter taking the order should be able to describe every item on the menu. He/she should know what it looks like, the recipe, the taste, and the method of preparation. Know the history, statistics and geography of the establishment. He/she also should know the basic eating customs of different cultures. Move gracefully The need for the servers not to be clumsy in a dining room is of such magnitude that in exclusive restaurants like a three-Michelin star restaurant in New York, Monte Carlo and Paris, the owner hires a choreographer to teach the waiters how to move with grace.

Be discreet Do your chores swiftly, without interrupting and asking for permission, just smile. Do not interrupt a discussion between guests to state your opinion. Answer only if asked by the guest. Teamwork Help your co-worker today and you will get help when you need it. Anticipate and be discreet During service servers should try to be almost invisible. Address the guest for specific tasks only, such as when taking orders, serving food and beverage, and collecting the check. Take care of maintenance procedures, re-fill glasses, replace ashtrays, replace silverware and clear the soiled dishes while being as unobtrusive as possible. SIMPLE ACTIONS THAT GIVE GOOD RESULTS It is often not what you articulate but how it is presented. What you wear and how you express yourself has a lot to do with how what you say is received. Have you ever noticed how a person who is dressed-up, even in older or out-of-style clothing, always commands more authority and respect? The impression they make and what they have to say is enhanced by their personal presentation, facial and hand gestures, as well as the substance of what they have to say. As it turns out, substance is only part of the equation of being persuasive and influencing perception. On one level this seems unfair and superficial because what a person says and how they behave should be more important than if they are well groomed, smiling and dressedup. Yet visual perception plays a vital role in human impressions and reactions. For reasons psychologists do not always understand, nature and learned behavior have taught humans to perceive neat, smiling, well-presented individuals in a more commanding manner. It is clear that just looking good will not produce the desired level of customer satisfaction. 1. Smiling there is nothing like a smile and pleasant face to greet a customer, especially if he/she has a complaint. A smile and polite conversation can immediately disarm a disgruntled customer. Facial expression sets a positive tone before you even begin speaking. A relaxed or pleasant facial expression is the ideal most of the time. 2. Eye contact always look into your customers eyes. Directly address customers. 3. How you look personal grooming has a big impact on your customers. Dirty hands, messy hair and poor dress can mean the loss of an otherwise happy customer. When interacting with customers, dress neatly and in a professional manner so as to command respect and to let customers know you take seriously your position.

4. Shaking hands when shaking hands with a customer a firm and professional handshake is expected. This part of the greeting is now common among both men and women in a professional environment. 5. Be attentive - when listening to a customer, slightly lean towards your customer and nod your head ever so slightly to indicate you are listening. 6. Tone of voice always convey friendliness and amicability. Do not raise your voice in frustration or anger no matter how difficult or tiresome a customer may behave. 7. Hand gestures - use hand movements to emphasize what you say (even on the phone) and to emphasize your feelings. 8. Personal space this is the distance that feels comfortable between you and another person. If another person approaches you and invades your personal space, you automatically move back without thought. You are uncomfortable. Leave adequate distance between you and your customer. Adequate space is important to making customers feel secure and unthreatened. 9. Posture slumping in a chair or leaning against a wall while interacting with a customer are sure signs you are not interested in the customer. Your pose or posture should express attention, friendliness, and openness. Lean forward, face the customer and nod to let them know you are interested. 10. Observation - notice how your customer behaves and what he/she reacts positively to while you are providing service.

Conversations over the Telephone Its Not What You Say, Its How You Say It The moment you pick up a telephone, body language and visual perceptions disappear and your tone of voice becomes dominant. Almost the entire message you project to the customer over the phone is derived from tone of voice and attitude. For example: A flat tone of voice says to the customer, I dont like my job and would rather be elsewhere. Slow pitch and presentation say, I am sad and lonely do not bother me.

A high pitch, rapid voice says, I am enthusiastic and excited! A loud voice says, Im angry and aggressive.

Telephone Etiquette Telephone etiquette, unlike more varying body language, can be uniform and is not culturally biased. The telephone is often the first or last place a customer comes in contact with an organization or company. Being telephone friendly is one of the least expensive and cost-effective ways to deliver better customer service. Answering the Telephone How a company answers the phone can tell the whole story of how they treat customers and employees. The correct phrase said in the right order in a positive tone leaves a good impression and starts the customer-client relationship off on the right foot. Pick up the phone in three rings. More than three rings signals chaos in your office or inattentiveness on the part of your company or organization. Greet the caller, e.g. hello, good morning. Good manners shows you respect the caller. Give your name, e.g., Hi, my name is Emma. This is a courtesy that serves to personalize the customer service experience as well as allowing the customer to hold you accountable for your level of service. He/she now has a point of reference and someone to contact when he/she calls back. Ask the customer if or how you can help. Asking to help tells the customer you are there to serve his/her needs and to solve his/her problems. This also leaves the customer with a positive impression. Troubleshooting Some things which may upset a customer are simply unavoidable. Here are some tips on how to best handle these situations. Putting a Customer on Hold Ask the customer if you can put them on hold; wait for them to say yes or no and then explain it will only be for a short period of time. Explain to customers why you are putting them on hold. Thank customers for holding. Transferring a Call Ask the customer if they mind being transferred; wait for them to say yes or no and explain why they are being transferred and to whom.

Taking a Message Explain your co-workers absence in a positive light but do not be too specific. Explain that your co-worker is in a meeting, conference, briefing, or training. Do not say he or she is gravely ill, is too hung over to come to work, never called in today, cant be found, that you do not know where he or she is, or that he or she was just here. Give a reasonable estimate of when the co-worker will return. Offer to help the caller, take a message or transfer to another staff member. If a co-worker is on holiday and will not return to the office for some time, it is permissible to say that he or she is on holiday. However, avoid details such as, Raymond is at the beach and I am sure he is having a great time. While such details may seem innocuous and even humorous, they give the wrong impression to those seeking service. Ending the Call This is the final step in good telephone etiquette. A good customer service representative ends the call on a positive note, repeating any actions agreed to be taken and what is going to be done to help or serve the customer. Respond to your business email quickly! Answering your business email promptly should be a priority for all business. Not only is e-mail an important communication line with your customers, it is often used by them to gauge that your trustworthy. If a customer sends you an e-mail with a simple question, and you take forever to answer it, what does that say about the rest of your operation? So what is prompt answering your business email? Business email should be answered within 24 hours max. No exceptions. At that rate, youre doing a lot better than a lot of other businesses. If you really want your customer service to shine, you should consider answering your business email twice a day with a 12 hour interval.

Ten Major Dos and Donts of Customer Service Every day customer service representatives face situations when what they say makes or breaks a service interaction. Below are ten phrases that should never be used because they frustrate and anger customers.

No. I dont know. Thats not my job./Thats not my department. You are right that is bad Calm down. Im busy right now. Call me back. Thats not my fault. You need to talk to my supervisor. You want it by when?

No: Everyone hates the word no. It is de -motivating, discouraging, and disinteresting. You will hear this word throughout your life as a customer and as a service provider. No is tantamount to bad service. No is easy, cheap, unproductive and negative it means failure. Unfortunately, no is the word we most often hear when a new idea, request or concept is introduced. Admittedly, there are times when you will have to say no, but focus on what you can do for the customer (accentuate the positive) and not the negatives of the situation. Better to say What I can do is and demonstrate that you care and want to provide quality service despite your current limitations. I dont know: Good service means never saying, I dont know. When a customer hears I dont know, they hear, I dont feel like finding the information you need. Better to say, Ill find out or Let me look into this and get back to you ASAP. Thats not my job./Thats not my department: When a customer asks you to do something that you do not know how to do or do not have the authority to do, become a catalyst by leading the customer to the person or department who can help him/her solve the problem. Better to say, Let me transfer to the person who ca n immediately help you will this problem. Youre right that is bad: Many inexperienced customer service representatives think by sympathizing with the customers plight, he/she will win over the customer rather than actually doing something to solve the customers problem. If a customer expresses annoyance or frustration, do not make it worse by commiserating with him/her. Empathize with the customer but seek to solve the problem.

Likewise, it does not do your company or organization any good to criticize coworkers or other departments within the company or to the customers. All interested parties end up looking unprofessional and inept. Rather try your best to accommodate the customer. Do not promise anything you cannot deliver but do try to serve the customer well. Better to say, I understand your frustration, lets see how we can solve this problem. Calm down: When customers are upset or angry let them vent (within reason) and they will eventually calm down. Telling them to calm down is belittling, and often serves only to infuriate them further. Better to say, Im sorry. This is one of the ideal phrases for customer service it helps to placate the angriest of customers and allows you to begin the process of solving a customer complaint or request and meet him/her half way. Apologizing does not mean you agree with the customer but it is a means to empathize and move beyond the emotion of the moment and negative impact. Im busy right now: It is not easy to juggle customers. You are often helping one customer when another calls or visits your service area. Asking a customer to be patient or politely asking them to wait is very different than putting them off and saying you are too busy to help. Leaving them standing there or on hold are two of the mortal sins of customer service. Being too busy is tantamount to saying that you do not care and they are not important. Let the customer know they are important and you are aware of their presence. Better to say, Ill be with you in one moment or Please hold and Ill be right with you. Call me back: This expression conveys little interest on the part of the customer relations employee for the needs and wants of the customer. You should always call the customer back because you want their business and are responsive to their requests. Being proactive is part of good customer service. Thats not my fault: If an angry customer accuses you of creating a problem, rightly or wrongly, the natural reaction is to defend oneself. However, this is not the best course of action. The customer has a problem that needs to be solved. By resisting the need to defend yourself, and focusing on the needs of the customer, you can resolve the problem faster and with less stress and confrontation. Better to say, Lets see what we can do about this problem. You Need to Talk to My Supervisor: This clich of bad customer service has angered and frustrated customers decades. Customers often ask for things outside the scope of your work or authority maybe even outside the services/products provided by your company. While passing off these requests to your manager is a tempting option, it is better if you attempt to solve the problem yourself or directly go to the supervisor yourself and get a solution. You become a service hero for the customer and the supervisor. Better to say, Let me find that out for you.

You Want it by When?: Customers often make unrealistic demands, especially when it comes to time. Your first reaction may be annoyance and you may want to make a snide or sarcastic comment. However, the best approach is to hold off on displaying a negative attitude and making a poor impression. Better to say, I will call you right back after I find out if that is feasible.

Helpful Reminders for Polite Responses Wrong Approach I dont know. No. Thats not my job. Youre right this is bad. Thats not my fault. You want it by when? Calm down. Im busy right now. Call me back.

and

Friendly Polite and Friendly Alternative Ill find out. What I can do is Let me find the right person who can help you with I understand your frustrations. Lets see what we can do about this. Ill try my best. Im sorry. Ill be with you in just a moment. I will call you back, what is your telephone ber.

Activity 1:

Interpersonal Communication Skills Inventory

SECTION I
USUALLY 1. 2. Is it difficult for you to talk to other people? When you are trying to explain something, do others tend to put words in your mouth, or finish your sentences for you? In conversation, do your words usually come out the way you would like? Do you find it difficult to express your ideas when they differ from the ideas of people around you? Do you assume that the other person knows what you are trying to say, and leave it to him/her to ask you questions? Do others seem interested and attentive when you are talking to them? When speaking, is it easy for you to recognize how others are reacting to what you are saying? Do you ask the other person to tell you how she/he feels about the point you are trying to make? Are you aware of how your tone of voice may affect others? In conversation, do you look to talk about things of interest to both you and the other person? SOMETIMES SELDOM

3. 4.

5.

6. 7.

8.

9. 10.

SCORE: SECTION I TOTAL

_____________

Interpersonal Communication Skills Inventory

SECTION II
USUALLY 11. In conversation, do you tend to do more talking than the other person does? 12. In conversation, do you ask the other person questions when you dont understand what they have said? 13. In conversation, do you often try to figure out what the other person is going to say before they have finished talking? 14. Do you find yourself not paying attention while in conversation with others? 15. In conversation, can you easily tell the difference between what the person is saying and how he/she may be feeling? 16. After the other person is done speaking, do you clarify what you heard them say before you offer a response? 17. In conversation, do you tend to finish sentences or supply words for the other person? 18. In conversation, do you find yourself paying most attention to details and frequently missing the speakers emotional tone? 19. In conversation, do you let the other person finish talking before reacting to what she/he says? 20. Is it difficult for you to see things from the other persons point of view? SCORE: SECTION II TOTAL ___________ SOMETIMES SELDOM

Interpersonal Communication Skills Inventory

SECTION III
USUALLY 21. Is it difficult to hear or accept constructive criticism from the other person? 22. Do you refrain from saying something that you think will upset someone or make matters worse? 23. When someone hurts your feelings, do you discuss this with him/her? 24. In conversation, do you try to put yourself in the other persons shoes? 25. Do you become uneasy when someone pays you a compliment? 26. Do you find it difficult to disagree with others because you are afraid they will get angry? 27. Do you find it difficult to compliment or praise others? 28. Do others remark that you always seem to think you are right? 29. Do you find that others seem to get defensive when you disagree with their point of view? 30. Do you help others to understand you by saying how you feel? SOMETIMES SELDOM

SCORE: SECTION III TOTAL __________

Interpersonal Communication Skills Inventory

SECTION IV
USUALLY SOMETIMES SELDOM

31. Do you have a tendency to change the subject when the other persons feelings enter into the discussion? 32. Does it upset you a great deal when
someone disagrees with you?

33. Do you find it difficult to think clearly

when you are angry with someone?

34. When a problem arises between you and another person, can you discuss it without getting angry? 35. Are you satisfied with the way you handle differences with others? 36. Do you sulk for a long time when someone upsets you? 37. Do you apologize to someone whose feelings you may have hurt? 38. Do you admit that you are wrong when you know that you are/were wrong about something? 39. Do you avoid or change the topic if someone is expressing his or her feelings in a conversation? 40. When someone becomes upset, do you find it difficult to continue the conversation?
SCORE: SECTION IV TOTAL _______

TOTAL SCORE FOR ALL SECTIONS (I THROUGH IV) ______

Interpersonal Communication Inventory Scoring Key

Instructions: Go back and look over your responses to each question. In front of each question, write the appropriate score using the table below. For example, if you answered No to Question 1, you would get 3 points. Write the number 3 in front of Question 1 on the inventory. Proceed to score all other questions. Each section contains 10 questions. After scoring all questions, go back to Section 1. Total the score of Section 1 and put that number on the line Score Section 1 Total. Proceed to total all scores for all other sections. Enter your score here: ________

SCORING KEY
Question
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20

Usually
0 0 3 0 0 3 3 3 3 3 0 3 0 0 3 3 0 0 3 0

Sometimes
1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

Seldom
3 3 0 3 3 0 0 0 0 0 3 0 3 3 0 0 3 3 0 3

Question
21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 36 37 38 39 40

Usually
0 3 3 3 0 0 0 0 0 3 0 0 0 3 3 0 3 3 0 0

Sometimes
1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

Seldom
3 0 0 0 3 3 3 3 3 0 3 3 3 0 0 3 0 0 3 3

Interpersonal Communication Profile

Interpretation: Look at your score for each section as one indication of the degree to which you effectively communicate. Plot your scores on the table below using an X for each section score. Draw a line to connect them column to column. This will create a profile of your strengths and opportunities for improvement.

Scores in the 1 > 15 range indicate areas of your communication skills that need improvement. Scores in the 16 > 21 range indicate areas of communication skills that need more consistent attention. Scores in the 22 > 30 range indicate areas of strength or potential strength.

Area (s) of Strength: _______________________________________________________ Area (s) of Improvement: ___________________________________________________ Sending Clear Messages 30 29 28 27 26 25 24 23 22 21 20 19 18 17 16 15 14 13 12 11 10 9 8 7 6 5 4 3 2 1 Listening 30 29 28 27 26 25 24 23 22 21 20 19 18 17 16 15 14 13 12 11 10 9 8 7 6 5 4 3 2 1 Giving and Getting Feedback 30 29 28 27 26 25 24 23 22 21 20 19 18 17 16 15 14 13 12 11 10 9 8 7 6 5 4 3 2 1 Handling Emotional Interactions 30 29 28 27 26 25 24 23 22 21 20 19 18 17 16 15 14 13 12 11 10 9 8 7 6 5 4 3 2 1

Activity 2: SAYING OR WRITING IT POSITIVELY

DIRECTIONS: In the table below, examples of common phrases that people use are shown in the lefthand column. In the right-hand column, write an improved phrase. For example, instead of Ill try... say I will....
COMMONLY-USED PHRASES IMPROVED PHRASES

1. Ill try... 2. As soon as possible. 3. Our policy is... 4. Why didnt you....? 5. Im just... 6. Theres nothing I can do. 7. You cant... 8. We cant... 9. You should have... 10. There is no one here to help you. 11. Im sure no one is working on your issue. 12. You dont have an appointment today."

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12.

Activity 3 MULTIPLE CHOICE: Choose the correct letter of your answer. 1. One of Indisputable Laws of Teamwork that mention The Goal is more important Than the Role. a. Law of the Big Picture b. law of significance c. law of edge 2. Communication increases connection what law mention this as their teamwork thought? a. Law of Communication b. Law of Edge c. Law of Bench 3. The laws of dividend mention this Investing in the Team Compounds Over Time which means in teamwork thought. a. Is the teams investment in you paying off? b. Everything rises and falls on leadership. c. Better players make you a better player. 4. These are the Indisputable Laws of Teamwork, except one. a. Law of Significance b. Law of the Niche c. Law of Time 5. The 17 Indisputable Laws of Teamwork is from? a. John Dewey b. John Maxwell c. John Locke 6. What Law of teamwork speaks this Rotten Attitudes Ruin a Team? a. Law of Compass b. Law of Count ability c. Law of the Bad Apple 7. Ways in dealing with upset customers, except. a. Identify the problem b. Try to resolve the Customers problem c. Dont allow customers to express their feelings and thoughts. 8. In dealing with upset customer, consider the right thing to do. a. Laugh at their problems b. Dont tolerate Abuse or Threats c. Allow customers to express their thoughts and feelings 9. From the word LAST, L- listen, A- Apologize, S- Solve and T- is for? a. Trouble b. Thanks c. Try 10. From the 9 steps in Managing another persons Anger, you must not: a. Listen without interrupting b. Discourage them to continue c. Listen for the break

Module 2: TEAMWORK AND WINNING BACK CUSTOMERS

Objectives Learn techniques for dealing with angry or upset customers. Develop a personal action plan to improve customer-service skills. Adapt own communication style to build rapport with the customer and show empathy for the customers situation Use language that is `can do` and initiates a positive customer response Ask probing questions to establish the customers requirements Summarize and paraphrase important points back to the customer Demonstrate a readiness and willingness to listen to the customer Present the company in a positive manner 10 hours

Duration:

The 17 Indisputable Laws of Teamwork

by John C. Maxwell LAW TEAMWORK THOUGHT

1. The Law of Significance One is Too Small a Number to Achieve Greatness 2. The Law of the Big Picture The Goal is More Important Than the Role

You may be good but youre not that good!

When you see the big picture correctly, you serve the team more quickly. You are most valuable where you add the most value.

3. The Law of the Niche All Players Have a Place Where They Add the Most Value 4. The Law of Mount Everest As the Challenge Escalates, the Need for Teamwork Elevates

The size of your dream should determine the size of your team.

5. The Law of the Chain The Strength of the Team Is Impacted by Its Weakest Link

The team cannot continually cover up its weaknesses.

6. The Law of the Catalyst Winning Teams Have Players Who Make Things Happen 7. The Law of the Compass Vision Gives Team Members Direction and Confidence 8. The Law of the Bad Apple Rotten Attitudes Ruin a Team 9. The Law of Countability Teammates Must Be Able to Count on Each Other When It Counts

Games are won by get-it-doneand-then-some people. When you see it, you can seize it.

Your attitude determines the teams attitude.

The greatest compliment you can receive is being counted on.

10. The Law of the Price Tag The Team Fails to Reach Its Potential When It Fails to Pay the Price 11. The Law of the Scoreboard The Team Can Make Adjustments When It Knows Where It Stands 12. The Law of the Bench Great Teams Have Great Depth 13. The Law of Identity Shared Values Define the Team

You seldom get more than you pay for.

When you know what you do, then you can do what you know. Better players make you a better player.

If your values are the same as the teams, you become more

valuable to the team. 14. The Law of Communication Interaction Fuels Action Communication increases connection.

15. The Law of the Edge The Difference Between Two Equally Talented Teams is Leadership 16. The Law of High Morale When Youre Winning, Nothing Hurts 17. The Law of Dividends Investing in the Team Compounds Over Time

Everything rises and falls on leadership.

When you do good, you feel good when you feel good, you do good. Is the teams investment in you paying off?

WHO ARE YOUR INTERNAL CUSTOMERS?

External Supplier Internal Customer (becomes Supplier) Internal Customer (becomes Supplier) External Customer

Internal Customer

Services I provide to this internal customer

Expectations this internal customer has of my services

INTERNAL CUSTOMERS

KEYS TO SUCCESS

1. Everyone has Internal Customers to Satisfy. 2. Internal Customers have Needs. 3. Internal Customers have Expectations of Service. 4. Identify and Service your Internal Customers. 5. The Entire Organization Shares the Goal of Satisfying External Customers.
DEALING WITH UPSET CUSTOMERS

KEYS TO SUCCESS

1. 2. 3. 4. 5. 6.

Remember that Customers Sometimes get Upset and Emotional. Dont Take Customers Emotions Personally. Allow the Customer to Express Thoughts and Feelings. Identify the Problem. Try to Resolve the Customers Problem. Dont Tolerate Abuse or Threats.

L Listen A Apologize

S Solve
T - Thank

The Anger Pyramid

9 Steps to Managing another Persons Anger: 1. Let the person vent. Encourage them to talk. 2. Listen without interrupting. 3. Encourage them to continue: go ahead yes what else? was there anything else you wanted to add?

4. Listen for the break: a breath a change in tone lowering of voice a pause

5. Then recap: as I understand your issue is 6. Search for agreement: is that correct? 7. Is there anything else? 8. Then begin to problem solve. 9. Works every time, if you allow for a full and complete venting.

The Anger Pyramid

Peak

Begin Searching for Agreement

Venting Do Not Interrupt

Begin Problem Solving

Activity 1:

Styles for Handling Conflict

Directions: Indicate how often you use each of the following. Circle a number from 1 to 5, with 1 being rarely, 3 being sometimes, and 5 being always. RATING 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1 2 3 4 5 1. I argue my position tenaciously. 2. I try to put the needs of others above my own. 3. I try to arrive at a compromise both parties can accept. 4. I try not to get involved in conflicts. 5. I strive to investigate issues thoroughly and jointly. 6. I try to find fault in other persons positions. 7. I strive to foster harmony. 8. I negotiate to get a portion of what I propose. 9. I avoid open discussions of controversial subjects. 10. I openly share information with others in resolving disagreements. 11. I enjoy winning an argument 12. I go along with the suggestions of others. 13. I look for a middle ground to resolve disagreements. 14. I keep my true feelings to myself to avoid hard feelings. 15. I encourage the open sharing of concerns and issues. 16. I am reluctant to admit when I am wrong. 17. I try to help others avoid losing face in a disagreements. 18. I stress the advantage of give and take. 19. I encourage others to take the lead in resolving controversy. 20. I state my position as only one point of view, recognizing that there are others.

Styles for Handling Conflict

Scoring Key FORCING ACCOMODATING COMPROMISING

Statement Rating

Statement Rating

Statement Rating

1 6 11 16

_____ _____ _____ _____

2 7 12 17

_____ _____ _____ _____

3 8

_____ _____

13 _____ 18 _____

Total _____

Total _____

Total _____

AVOIDING
Statement Rating 4 9 14 19 _____ _____ _____ _____

COLLABORATING
Statement Rating 5 10 15 20 _____ _____ _____ _____

Total _____
PRIMARY CONFLICT STYLE (highest total score) ______________

Total _____

SECONDARY CONFLICT STYLE (next highest total score) _____________

Source: Developing Management Skills by Whetten and Cameron

STRESS SIGNALS

PHYSICAL
Headaches Ulcers High blood pressure Muscle tension Impotence Fatigue Insomnia

EMOTIONAL
Depression Irritability Anxiety Frustration Loneliness Inflexibility

BEHAVIORAL
Alcohol abuse Gambling Social Withdrawal Forgetfulness Absenteeism

HOW DO YOU USUALLY REACT TO STRESSFUL SITUATIONS? WHAT ARE THE MOST COMMON STRESS SIGNALS FOR YOU?

NATURAL RESPONSES TO STRESS

1. Release of cortisone from adrenal glands. 2. Thyroid hormone increases in bloodstream. 3. Decreases release of endorphins from hypothalamus. 4. Reduction in sex hormones. 5. Shutdown of entire digestive tract. 6. Release of sugar into the blood along with increase in insulin. 7. Increase of cholesterol in the blood. 8. The racing heartbeat. 9. Increased air supply. 10. The blood thickens. 11. The skin "crawls." 12. Sensory burnout.

THERE IS NO COMPLETE MEDICAL CURE WHERE MAJOR STRESS IS INVOLVED WITHOUT DEALING WITH THE STRESS CAUSES.

EVERYDAY HASSLES PROFILE

CIRCLE THE NUMBER OF EACH HASSLE THAT HAPPENED TO YOU IN THE LAST MONTH

0 1

NOT PRESENT SOMEWHAT STRESSFUL

1 Trouble with neighbors 2 Social obligations 3 Inconsiderate smokers 4 Health of a family member 5 Not enough money for clothes 6 Not enough money for housing 7 Concerns about owing money 8 Someone owes you money

2 3

MODERATELY STRESSFUL VERY STRESSFUL

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

9 Financial responsibility for someone who doesn't live with you 10 Smoking too much 11 Drinking too much 12 Too many responsibilities 13 Decisions about having children 14 Trouble relaxing 15 Trouble making decisions 16 Problems with co-workers 17 Concerns about job security 18 Concerns about retirement 19 Don't like present work duties 20 Too many interruptions

21 Unexpected visitors 22 Being bored 23 Having to wait 24 Silly practical mistakes 25 Concerns about physical appearance 26 Wasting time 27 Declining physical abilities 28 Rising cost of consumer goods 29 Not getting enough rest 30 Problems with your lover 31 Problems with your children 32 Problems with aging parents 33 Too many things to do 34 Too many meetings 35 Not enough personal energy 36 Regrets over past decisions 37 Difficulties with your friends 38 Transportation problems 39 Prejudice or discrimination from others 40 Concerns about inner conflicts

0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0

1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1

2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2

3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3

Module 3: DEVELOPING ONES SELF FOR EFFECTIVE CUSTOMER SERVICE

Objectives Duration: At the end of this module, students should be able to come up with their own personal plans on how they could be effective customer service providers. 5 hours

PROCESS FOR RESOLVING PROBLEMS

KEYS TO SUCCESS
1. 2. Make Sure You Clearly Understand the Issue. Make Sure You Understand the Clients Expectations, and the Client Understands Your Role and Limitations. Use All Tools Available to You in Your Research Process. Learn Something from Your Research (whether new or a review). Consider How this Issue Impacts Other Processes. Make Sure the Resolution is a Resolution and not a Temporary Solution. Make Sure the Client is Satisfied and You Both Agree the Issue is Resolved.

3. 4. 5. 6. 7.

Exercise: Please read each of the following situations and prioritize them according to which one you would handle first, second, and so on. Be prepared to share your rationale for the prioritization order. A. Maribel Vasquez called you this morning asking you to please send another copy of your restaurant menu so she could start planning for their companys thanksgiving party next week. It is obvious however that she is just considering your restaurant as a potential caterer. B. Jennifer, F&B supervisor, needs to leave for a couple of hours today to take care of personal business. You have agreed to cover for her during her absence. Just after lunch, Jennifer leaves and the phone starts ringing off the hook. You know you promised to help her out, but you are busy with a new client. C. Your manager just asked you for the weekly report, which you did not have time to do last Friday. Its very important that your manager receives the report so she can prepare her office report for the main office by noon today. You know that compiling your report will take you at least a half hour or so. D. Janelle Wood, a longtime supplier, complains that the check you issued was not accepted by the bank. E. You are in the middle of meeting with a client, when your co-worker interrupts you and says that a client is on the phone and demands to speak with the manager. When you get on the phone she indicates that the certification form you promised to send her has not arrived and her medical appointment is today.

Activity 1: INSIDE THE MAGIC KINGDOM

Have you been to the MAGIC KINGDOM. Have you been to been to Disney World or Disneyland. Walt Disney was a huge proponent of providing exceptional customer service and that Disney refers to their customers as guests. Other organizations often attend training at Disney World to learn how to make their companies more customer friendly.

1. The competition is anyone the customer compares you with. 2. Pay fantastic attention to detail. 3. Everyone walks the talk. 4. Everything walks the talk. 5. Customers are best heard through many ears. 6. Reward, recognize, and celebrate. 7. Everyone makes a difference.

SHAPING OUR BELIEFS

1. We are not born with our beliefs. They are learned. 2. Not all learned beliefs are healthy or useful. Some may be harmful. 3. We can choose to replace harmful or useless beliefs.

4 COMMONLY HELD BELIEFS

1. I must always be right. I should never be wrong. 2. Everybody ought to love/respect me. No one should ever reject me. 3. I must always win. If I lose, I am worthless. 4. No one should ever hurt me. Other should take care of me.

THE ABCDs OF BELIEFS

Rose A = activating event snake (what you see)

Harry

Dennis

snake

snake

B = belief snakes are interesting (what you think) snakes are petrifying snakes are boring

C = consequence excited (what you feel) fearful calm

D = do runs to the snake runs out the door (behavior) stays in chair

SELF-TALK WORKSHEET Describe something in your life on the job or in your personal life that upsets you and you want to change. Column 1 A. Write negative self-talk Column 2 A. Write alternative self-talk

B. Write negative feelings

B. Write how you want to feel

ALTERNATIVE SELF-TALK TO 4 COMMONLY HELD BELIEFS 1. Is being upset helping me? Do I really want to be upset? 2. Well, I made a mistake. Im human and humans make mistakes. What can I learn from this mistake so I can improve my performance? 3. I dont like being wrong, but sometimes I am going to be. 4. Its nice to have other people like me, but its not the end of the world if some dont. ALTERNATIVE SELF-TALK

Other people make themselves upset, and I cant control their feelings. I can remain calm and use my skills to influence them even though they are upset.

CONTROL

The Key to Personal Power: I Feel the Way I Think.

The Events of our Lives: Play a part Contribute Influence

But they do not: Make Cause

Our feelings or behavior.

ACTIVITY 2
MULTIPLE CHOICE: Choose the correct letter of your answer.
1. To resolve problems as a customer service, you must? a. Make sure you understand the issue b. Always answer No c. Show no concern 2. Some Tips in resolving problems as Customer Service, except. a. Use All Tools Available to You in Your Research Process b. Make Sure the Client is Satisfied and You Both Agree the Issue is Resolved c. Be angry and say Bad words 3. As a manager in a Restaurant, how will you handle the complaints of the customers mostly in food served? a. Get the food served and dont say anything b. Be patient and humble enough to explain and talk with your customers. c. Speak too fast so that the customer will not say anything. 4. You are assigned as the Chief, and suddenly somebody ordered beef steak, but you are out of stock. What will you do? a. Tell the customer that, Im sorry sir the food that you ordered is out of stock at this time. Can you choose other entre from the menu? b. Let your crew tell them that they will wait for around 30 minutes because you are still going to buy it from the Market 1 kilometer away from the Restaurant. c. Tell them that you are not yet open. 5. In what situation are you going to deal with your customer in resolving the problem? a. Just smile to your customer and say nothing b. Shake hands with your customer long time c. Make Sure the Client is Satisfied and You Both Agree the Issue is Resolved.