Customer care
Customer satisfaction:
Interpersonal skills:
Working with or interacting with customers/guest who look, believe, or act differently from you, may be difficult and uncomfortable. You may feel self-conscious and intimidated or unsure of what to expect when those from another culture are around you. It is important to do something about understanding other cultures because there will be more diversity, not less and the future of the world depends on it as it faces the challenge of uniting different individuals and groups to reach common goals.
Working together in harmony requires you to:
· Manage your mind.
· Manage your words.
· Manage your unspoken language.
Culture is defined as the pattern of basic behavior that a group has invented, discovered and developed in learning to cope with internal and external integration.
A culture group is a group of people with the same norms, customs, traditions, values, behaviors and standard of living.
It is important for YOU to know and understand the difference between cultures, because you are working with them and you have to understand because they don’t think like you. So it is important to know for incase you talk to the guest, how to greet them may be in their language so that they know your trying and that they can feel comfortable between you and them. Also if they came to your restaurant that you would know what kind of culture they are. E.g. eat food, drink ect.
It is important for you to know there culture and that you can understand them.
Greet Customers in their own language:
South African English — hoezit (pronounced howzit; informal)
Key points for dealing with customers:
· Greet customers
· Acknowledge other
· Have a pleasant expression on your face
· Use a pleasant tone of voice during the conservation
· Make and maintain eye contact with the customers
· Use straight or positive posture
· Demonstrate a high standard of personal hygiene and presentation
Anticipating customers needs:
“Catch on fire enthusiasm and people will come for miles to watch you burn” – John Wesley
First you must know to do your job well, and clearly understand what exceptional customers care is so that you can focus on it as you goal. Secondly, you should think carefully about the type of customers you serve so that you are aware of what customers need and want from you.
Customers can be categorized as follows:
· Regular customers
· Chance customers
· Visiting customers
Regular – Customers enjoy the standard of service you provide and the environment and facilities you offer.
Chance – Customers or passing trade are also important to your organistion. Expand your regularly customers.
A visiting – Customers may be a local or overseas tourist. Should be regarded as regular customers.
Between staff en customers relations:
Ø A customer and a staff relationship must be good.
Ø A staff must always remember that a guest is always right.
Ø Always listen to guest and help them with your best knowledge.
Ø If a guest is approaching you while you’re busy stop what you’re doing and make eye contact, smile and greet the guest and listen carefully.
Ø Never call a guest by his/her first name unless invited to do so by the guest.
Ø Make effort to greet guest in their own language.
Ø If a guest look lost or ask for directions, offer assistance.
Ø Always observe what is happening around you and respond to signals guest give relating to their needs.
Ø Take time the time and trouble to make a conversation with guest while you are assisting them.
Ø If you show interest in guest, pay attention to them, remember their names and their interests or performance, you will have gone a long way towards establishing a rapport with them.
Ø Maintain professional relationships. Also to remember if your friend come and visit, you are in a professional environment where people watch you.
So it is important to remember that the guest is here so visit your, restaurant/ hotel. So you have to be nice, friendly and always put the guest first. Give good service and they will come back. Remember its business!
Different kind off Customers:
Each type of customer has different needs and requirements from you.
· Adults
· Children
· Customers with mobility difficulties - such as person who are wheelchair dependent, or who use crutches.
· Customers with communication difficulties - such as deaf and/or mute persons.
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Listen - Try to avoid taking this personally, and respond professionally. Listen carefully and don’t interrupt. Show patience.
Develop a personal relationship with your customer- Treat your client as if he is a person, not a way to make money. This does not necessarily mean that you have to become "buddy-buddy." It does mean that if your customer drops personal information such as the client's birthday, where the customer is going on vacation or that a child is graduating from high school, you call back with "congratulations" or ask follow-up questions the next time that you speak.
Be knowledgeable- Know the facts about your products or services. Understand company policies. Do your best.
Anticipate your client's needs- Take the extra step, and be ahead of your customer.
If you are wrong, apologize.
Ask for feedback- Obviously, customers are going to want more quality at a lower price with speedier delivery. Ask questions, the more you know the better.
Give the best service to your customers, never let them down, always be ahead of them help the where you can and give them the best customer sevice ever.
Feedback from customers:
Feedback from guest / customers in term of service provided is an important element in an organisation’s customer’s service stagey.
1. Listening skillfully
2. Ask questions
3. Observing
4. Surveys
5. Suggestion boxes
Ensure that you ask appropriate
questions to measure what you are
doing right and questions to measure
where you need to improve.
Communication tools:
Is defined as the means in which you communicate with other in order to reach a compromise and an agreement.
Appearance: First impressions are formed within 30 seconds and are a major contributing factor to enhancing or diminishing your negotiating power. By dressing good and that shows you have respect for yourself and the company you’re working with.
Body language: Projects the message not only of our attitude towards others but ourselves. It also shows how your body language looks like.
Body language
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Positively
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Negatively
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Eye Contact
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Will create that you are interested in them.
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It also give an impression of “I don’t care”
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Posture
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Gives an impression of enthusiasm and creates a caring atmosphere.
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Also give a negative posture.
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Facial expressions
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Smile, as it offers friendship
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If you tell a customer have a good day and you’re face don’t show the expression. NOT good.
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Gesture
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Offering a hand shake
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Shrugging your shoulders. Drumming your fingers.
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P – Always be polite
L – Listen attentively
E – Empathies and ensure feedback
A – Ask questions and display a good attitude
S – Smile
I – Show genuine interest
N – Never say “NO” upfront, reword negatives and offer alternatives
G – Go far and settle in the situation.
Heat Approach:
H – ear them out, and listen
E – mpathize, show emotion
A – pologise, say like you mean it
T – ake, responsibility to put things right
Customers Complaints Effectively:
In handling complains, you will need to know the following:
· What are the details of the complain – what happened?
· Does the complaint relate to a slip in standards or a mistake on our part?
· Can we have control over it?
· What follow-up is necessary to prevent a recurrence of the complaints?
· Who needs to receive feedback about the complaints?
Manage the effectiveness of your communication as follows:
· Keep your voice clear and calm.
· Speak as you normally would do.
· Watch your body language.
· Keep your facial expressions calm.
· Maintain a professional posture and do not fold your arms.
· Stand your ground.
Identify the nature of the complaint or incident:
Throughout the interaction you should communicate in a way that promotes goodwill and understanding between the guest and company. Speak quietly and calmly.
Acknowledge the guest – Stop what you are doing. Also make eye contact.
Offer assistance – How you can help the guest.
Hear the guest out – Listen carefully and don’t interrupt.
Do not show fear – It is important to show confidence.
One the guest finished talking, state you understand the problem.
Reassuring the Guest:
· Thank him/her for bringing it to you attention.
· Empathies: State that how you believe the guest feels.
· Apologies: Briefly and sincerely that the guest has experienced a problem.
· Accept responsibility for solving the problem.
· Never blame another person or department for causing the problem.
Personal Complains:
o Hear the guest out: Listen to the guest without interrupting.
o Empathize: Describe your understanding of how the guest feels and why.
o Apologise: Simply apologise that you will follow up and take any necessary action.
o Take action: Make sure you have a clear understanding off the problem.
Written Complains:
If written complaints are receive from guest, they will be referred to you only after the general manager and your head of department have read and discusses them. You will then be involved in a investigation about the complaint.
Accept that it is the guest’s right to complain in written to the general manager or even the managing directors, and avoid questioning why the guest did not bring it directly to you.
If the complaint relates to something you personally have done, cooperate in the investigation by given your side of the story.
If there is a problem that effect the hole team, discuss it with the team with a view to finding a solution rather than finding someone to blame and punish.
If complain is about the specific actions of a particular person, handle it privately. Your object is to find the solution.
Effective work practices:
o Never keep a complaining guest waiting; this will only make the problem worse.
o As soon as complaint has been resolved, document is and/ or gives feedback to the department concerned.
o Get back to work straight away, avoid ineffective time discussing the complaint.
o As a supervisor/ manager, my role is to manage guest service. Must monitor their work, even if I do it myself.
o Make sure paper work is delegated fairly, and everyone is doing him or her fair share.
o It is useful to use a checklist to manage the operational tasks that is needed to do.
Products and services:
§ Take every possible opportunity to promote the company’s own facilities and service.
§ The more information the guest has about the products and service of the hotel, the more use he or she is likely to make of them. By increasing guests awareness of our products and services, we are creating increased sales. By promoting the products and service of the hotel, you are also in a position to obtain feedback about the products and service that guests are most likely to use.
§ If guest asks for information about restaurants, bars, foreign exchange transactions or any other services which the hotel can accommodate, always given information about the hotel’s facilities and services first.
Benefits of promoting:
Is something that the guest will get out of using the product. For example, a benefit of talking a family room rather than two double rooms is that the children and parents will be together, but will still have some privacy.
Customer complaints and solutions:
1. Complaint - When guests get a Discount breakfast voucher and on the paper stand breakfast voucher, but they don’t read the paper verdure than the heading.
Solution- In the morning the manager must remember the staff/ waitress about the breakfast DISCOUNT voucher. So when the guest come and sits they must tell the guests it isn’t a voucher but a discount voucher.
Or
Me as a manager must see there have been problems with the vouchers heading and must talk to the hard of department and tray to change the words and explain it more sufficient. The problem is the paper isn’t explained correctly, so that means we should change the paper and words and explained it’s a discount voucher not a voucher.
2. Complaint – A guest is sitting on a table and 10 min past and not one waiter came and ask if they been helped.
Solution – First the waiter or waitresses must check if any guest came and sit on any tables in their section, there must be one waiter outside and check. And if it’s busy and you walk past any guests ask if they are okay or been helped. And if they didn’t been helped, helped them and give the best service to them.
Or
A manger or assistant manager must walk between the guest and check if they are okay or been helped.
3. Complaints – The guest complain about the quantity of the food and the price they pay for it isn’t value for money.
Solution - Can talk to the head of department and ask if they can bring the price off.
Or
WE GIVE customer surveys out and ask questions about the food they get and the price they pay for. Then we check what they say and do something about the problem, e.g. Give more food.
4. Complaint - When a waitress brought a Cupertino to a guest, and the guest just took one look and says, that isn’t her lipstick on the cup.
Solution – First say your very sorry of what’s happening and that you will bring a another one. Then you bring another one but first check it.
Or
Say you are sorry of what’s happening and get another one. Tell the manager. The manager must check the people who is working in the coffee station so that they can make sure all the cups is cleaned before they give it out.
5. Complaint – When the manager walk through the guests and ask if they are good, the one table sits there and wait for their bill, and its 20 min that possessed.
Solution – First I will ask whose table it is and ask the waiter why they didn’t get their bill. And if the waiter has a problem from the till person I must sort it out.
Or
I can sort out the problem in the morning and get a good till person and no one talk to the person besides paying the bill. And the person can’t do anything besides working on the till. It will go much faster.
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