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    Service Excellence

    Uploaded by

    Shaine
    The document outlines a training program for the Filipino Brand of Service Excellence. The training includes 3 modules that cover key concepts of Filipino values and hospitality, techniques for excellent guest service, and approaches for service recovery. The goal is to standardize and promote the positive aspects of Filipino hospitality and service excellence across the tourism industry in the Philippines. Key aspects covered include the brand promise of "It's More Fun in the Philippines", touchpoints of customer service, social media influence, and frameworks for greeting guests, resolving complaints, and ensuring satisfaction.

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    Download as DOCX, PDF, TXT or read online from Scribd

    Service Excellence

    Uploaded by

    Shaine
    169 views2 pages
    The document outlines a training program for the Filipino Brand of Service Excellence. The training includes 3 modules that cover key concepts of Filipino values and hospitality, techniques for excellent guest service, and approaches for service recovery. The goal is to standardize and promote the positive aspects of Filipino hospitality and service excellence across the tourism industry in the Philippines. Key aspects covered include the brand promise of "It's More Fun in the Philippines", touchpoints of customer service, social media influence, and frameworks for greeting guests, resolving complaints, and ensuring satisfaction.

    Original Title

    SERVICE EXCELLENCE

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    The document outlines a training program for the Filipino Brand of Service Excellence. The training includes 3 modules that cover key concepts of Filipino values and hospitality, techniques for excellent guest service, and approaches for service recovery. The goal is to standardize and promote the positive aspects of Filipino hospitality and service excellence across the tourism industry in the Philippines. Key aspects covered include the brand promise of "It's More Fun in the Philippines", touchpoints of customer service, social media influence, and frameworks for greeting guests, resolving complaints, and ensuring satisfaction.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    169 views2 pages

    Service Excellence

    Uploaded by

    Shaine
    The document outlines a training program for the Filipino Brand of Service Excellence. The training includes 3 modules that cover key concepts of Filipino values and hospitality, techniques for excellent guest service, and approaches for service recovery. The goal is to standardize and promote the positive aspects of Filipino hospitality and service excellence across the tourism industry in the Philippines. Key aspects covered include the brand promise of "It's More Fun in the Philippines", touchpoints of customer service, social media influence, and frameworks for greeting guests, resolving complaints, and ensuring satisfaction.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    SERVICE EXCELLENCE “It’s more fun in the Philippines!

    Engr. Ivan Shane M. Regaspi 2 LEARNING OVERVIEW RATIONALE, ORAL EXPRESSION, SIGNATURE
    GESTURE, BRAND PROMISE

    FILIPINO BRAND OF SERVICE EXCELLENCE 3TRAINING RATIONALE THE FBSE IS ENVISIONED TO


    STANDARDIZE EVERYTHING THAT IS GOOD AND POSITIVE ABOUT FILIPINO HOSPITALITY AND SERVICE
    THAT CAN BE USED BY ALL TOURISM STAKEHOLDERS IN DEALING WITH DOMESTIC OR
    INTERNATIONAL TOURISTS

    FILIPINO BRAND OF SERVICE EXCELLENCE 4TRAINING ORAL EXPRESSION “MABUHAY!” (LONG LIVE)

    FILIPINO BRAND OF SERVICE EXCELLENCE 5TRAINING SIGNATURE GESTURE

    OPEN PALM TOUCHING THE HEART

    FILIPINO BRAND OF SERVICE EXCELLENCE 6TRAINING BRAND PROMISE “IT’S MORE FUN IN THE
    PHILIPPINES!”

    FILIPINO BRAND OF SERVICE EXCELLENCE 7TRAINING LEARNINGOUTCOMESMODULE 1:


    SERVICEEXCELLENCE AND THE 7M’S OFFILIPINO VALUESMODULE 2: DELIVERINGEXCELLENT SERVICE
    USING THEGUEST TECHNIQUEMODULE 3: THE HEART OFSERVICE RECOVERYFILIPINO BRAND OF
    SERVICE EXCELLENCE 8TRAINING • Service Excellence – consistently MODULE 1(7 M’s) meeting and at every
    opportunity, exceeding the guest’s needs and Service Excellence, 6 Tourism Touchpoints, provide them with a memorable
    Social Media, 7M’s and fun experience

    FILIPINO BRAND OF SERVICE EXCELLENCE 9TRAINING 6 TOURISM TOUCHPOINTS

    WELCOME/ ACCOMODATI TRANSPORT SHOPPING DEPARTURE DINING ARRIVAL ON TOURS

    FILIPINO BRAND OF SERVICE EXCELLENCE 10TRAINING SOCIAL MEDIA CUSTOMERS SHARE THEIR
    EXPERIENCES IN SOCIAL MEDIA

    FILIPINO BRAND OF SERVICE EXCELLENCE 11TRAINING 7M’s of Filipino Values 1.Maka-Maylikha 5.Masayahin
    2.Makatao 6.May Bayanihan 3.Maka-kalikasan 7.May Pag-asa 4.Maka-bansa

    FILIPINO BRAND OF SERVICE EXCELLENCE 12TRAINING MODULE 2(GUEST) • Basic expectations of • Cost
    guests: Understanding the guests, addressing millennial • Convenience market • Comfort • Time • Safety
    FILIPINO BRAND OF SERVICE EXCELLENCE 13TRAINING GUEST 1. G-reet and engage your guest 2. U-
    nderstand the guest’s needs and preferences 3. E-ducate them and offer assistance 4. S-atisfy and surpass their needs 5. T-
    hank the guest/sFILIPINO BRAND OF SERVICE EXCELLENCE 14TRAINING MODULE 3(HEART) How to handle
    complaints

    FILIPINO BRAND OF SERVICE EXCELLENCE 15TRAINING HEART 1. H-ear them out 2. E-mphatize 3. A-pologize
    4. R-esolve the concern 5. T-hank the guestFILIPINO BRAND OF SERVICE EXCELLENCE 16TRAINING Hear them
    out 1. Handle self first 2. Let the guest talk and vent 3. Listen, listen, listen 4. Don’t interrupt 5. Take notes to show
    concernFILIPINO BRAND OF SERVICE EXCELLENCE 17TRAINING Emphatize 1. Take things from guest’s
    perspective 2. Get in the shoes of the guests 3. Recognize his feelings

    FILIPINO BRAND OF SERVICE EXCELLENCE 18TRAINING Apologize 1. Promptly apologize for the inconvenience
    caused 2. Check your body language to show sincerity

    FILIPINO BRAND OF SERVICE EXCELLENCE 19TRAINING Resolve the Concern 1. Act on the concern
    immediately 2. Seek for guest’s suggestions to resolve the concern 3. Do not promise what you cannot deliver 4. Elevate
    issues to authority when needed to avoid adverse consequencesFILIPINO BRAND OF SERVICE EXCELLENCE
    20TRAINING Thank the guest 1. Thank the guest 2. Invite to visit us again

    FILIPINO BRAND OF SERVICE EXCELLENCE 21TRAINING Summary Convert the complainer into a satisfied
    customer Deal with complaints Sensitively, Courteously, Discreetly

    FILIPINO BRAND OF SERVICE EXCELLENCE 22TRAINING RECAPMODULE 1: SERVICEEXCELLENCE AND


    THE 7M’S OFFILIPINO VALUESMODULE 2: DELIVERINGEXCELLENT SERVICE USING THEGUEST
    TECHNIQUEMODULE 3: THE HEART OFSERVICE RECOVERYFILIPINO BRAND OF SERVICE EXCELLENCE
    23TRAINING

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