Customer Service Training

CUSTOMER SERVICE
TRAINING
BAR GUEST SERVICE AGENTS
Presenter – F&B Mgt team

08/22/2021 1
OBJECTIVES
 Recognize that service delivery is not an individual
responsibility
 Understand how your behavior and attitude
influences your colleagues
 Develop confidence and skill as a tool to be used to
solve problems
 Communicate assertively and effectively
 Learn ways to make customer service a team effort.
08/22/2021 2
WHAT IS CUSTOMER SERVICE?
 Customer service is described as “The Set of
Behavior that a business undertakes during its’
interaction with customers”. It should provide
satisfaction, the customer should walk away
pleased at the result of the transaction- not just
content but happy and a happy customer will be a
returning customer!!!!
 Customer service starts with the ability to listen to
what the customer has to say and find out through
polite questioning what he or she needs or want.
08/22/2021 3
WHO ARE YOUR CUSTOMERS?
 There are two types of Customers:
 INTERNAL
 EXTERNAL
 Internal customers are people, departments or agencies
served by what we do within the organization .
 External customers are people, departments or tenants
who pays to receives the end product of the
organization’s produces or service .
 Customers want someone to take care of them. They need
someone to understand their needs and help answer their
questions, to hold their hands and walk them through a process.
08/22/2021 4
WHAT DO THESE BELIEFS MEAN?
 Service is a philosophy – it is not a

departmental program or policy.
 Service - means exceeding customer
expectations.
 Information – Customers want to know
about products and services but in a time-

sensitive
manner.
08/22/2021 5
BASIC NEEDS OF CUSTOMERS
 They desire to be Understood
 They desire to feel Welcome
 They desire to feel Important
 They desire to feel Comfortable
08/22/2021 6
MEETING GUEST EXPECTATIONS
 PUNCTUALITY
 FIRST IMPRESSIONS
 QUALITY -
 CONSISTENCY In product and service
08/22/2021 7
BARRIERS OF QUALITY
DELIVERY
 Lack of tools and equipment
 Poor communication Skills
 Lack of information
 Poor time management
 Lack of job knowledge
08/22/2021 8
Benefits of Customer Service
Goodwill
Increase in repeat business
Marketing strategy
Recognition – Star performer of the
month
08/22/2021 9
PRESENTING THE PROFESSIONAL
 Do customers like hanging around rude unhappy
people?
 Do you understand the power of a SMILE?
 Do you show sincere interest in your customer,
engage and entertain small talk?
 Do you greet guest with a smile and pleasantry
before taking their order?
 Are you aware that a negative first impression may
turn a prospective customer off to your product?
08/22/2021 10
PRESENTING COURTESY
 Open a conversation with a sincere compliment
 Promptly offer refreshments with a smile.
 Ensure your personal attire and personal grooming
is up to the standard of the hotel.
 Welcome every chance to serve the guest.
 Maintain congeniality and courtesy in all conditions
08/22/2021 11
STANDARDS
 Maintaining standards, expectations and targets are
good, they provide motivation for compliments,
rewards and the opportunity to be offered a
promotion.
Some components of customer service are;

 Personal approach
 Information
 Quality
 Follow up
08/22/2021 12
COMMUNICATION
 Some Barriers to effective communication are:
 Noise
 Language
 Culture
 Disinterest
 Experience
 Education
 Emotion
 Vocabulary
 Attitude
08/22/2021 13
WHAT IS COMMUNICATION
 The problem is that Listening and Hearing is not
the same thing
 We must Listen for names and titles
 We must Listen with Interest
 Try to get rid of assumptions while you Listen
 Listen for what isn’t said
08/22/2021 14
When dealing with angry, upset or
disappointed guests.
 Listen
-Listen attentively, without interrupting, encouraging the guest to
voice all their concerns
 Empathize
-Try to reassure the guest you have an understanding of how they
feel.
 Apologize
 -Apologize sincerely before offering an alternative. An apology is
not necessarily an admission of fault but an acknowledgement
that your intentions are good.
 Remain calm – Breathing slowly, smile and keep eye contact.
 Negotiate – Invite the guest to an area that is private and out of
the vision of other guests.
08/22/2021 15
NON- VERBAL
COMMUNICATION
08/22/2021 16
QUALITY OF SERVICE
 Some Barriers to effective communication are:

 Performance
 Did I perform the service in a manner acceptable and pleasing to the guest?
 Conformance to standards –Did the service conform to the
standard of the hotel?
 Service features -
 Are the features of this service what the guest thought they would be or
what they should be?
 Reliability -
 Did I carry out the service operation the way it is supposed to be carried out
all the time?
08/22/2021 17
08/22/2021 18

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CUSTOMER SERVICE

Presenter – F&B Mgt team

 Service is a philosophy – it is not a

about products and services but in a time-

Some components of customer service are;

 Some Barriers to effective communication are:

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