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| Making
the Expectations Clear |
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I
n training our staff to provide
good customer service, we often assume that they understand what we mean when we
say we want them to serve the guest. We understand what we mean, but we don't
often realize that not all of the line staff that we hire with little or no
experience doesn't necessarily get it and are reluctant to express that they are
unsure of what we mean.
How would you explain to someone what is required to ride a bike or rollerblade?
Just like learning to ride a bike, customer service is a concept that is largely
intangible. We know when we receive it but what are the elements of it? In the
manager's seminar of ResultsWOW, I ask the managers what are their
biggest customer service challenges. I then ask them to take that concept and
break it down into observable behaviors. It is a difficult exercise.
Let's take a
common challenge that I typically receive. "How do I get my
staff to acknowledge the guest?" What do we mean when we say,
"acknowledge the guest?" Let's break it down into observable
behaviors.
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1.
Make eye contact when a guest comes within 5 or 10 feet. Do
not assume that everyone understands the principle of 'eye contact.' I have
checked into hotels where the desk associate never looks up from the console
until the registration card is printed and he/she slides it under my nose.
2.
Smile.
Do not assume that everyone understands that this is an essential part of
customer service. In the associate seminar of ResultsWOW, I always
distribute anonymous Participant Evaluations and the first question is,
"What did you get out of today's seminar that you can use immediately when
you return to your position?" Invariably, I get at least 10 to 25% that
say, "I learned that I need to smile more." Enough said.
3.
Ask, "How may I help you?" I received a
comment from
one associate participant that they felt this was unnecessary as they figured if
the guest wanted something, the guest would ask. I did not make that up! Enough
said.
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| Take an example
of a customer service challenge that you have in any department and break it
into observable behaviors. This makes it clear to the staff member exactly what
you mean and by writing it down or incorporating it into operational training,
you have a standard by which to measure their performance. |
| The
ResultsWoW Customer Service Newsletter by Carol Verret is
a monthly newsletter designed to keep you updated on information relating to the
hospitality industry specifically in the areas of sales and customer
service.
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