Customer Service and Selling Skills3 hours with a short break

Presenter – Joe Pav and his bio.

Short verbal resume by you

Feedback questionnaire at completion

Finish and put into practice!

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Review – Refresher – Reminder

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Over 2600 titles

( HUH!!!)

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Service in Australia is ordinary

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Not much effort to improve.

Few are EXCELLENT

Some are VERY GOOD

Plenty are OK

Many are POOR

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Not much effort to improve.

Current service issues in Hospitality.

LACK OF SERVICE

NEGATIVE ATTITUDE

DON'T CARE

APATHY – CLOSE ENOUGH IS GOOD ENOUGH

BRUSH OFF

CONDESCENDING

ARGUING

MINIMAL KNOWLEDGE and POOR SKILLS

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WHAT DO YOU CONSIDER AS

GREAT CUSTOMER

SERVICE?

Recent example of getting it??

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What do customers look for?

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Positive experience Speed

Acknowledgement Consistency

Smile Thank you

Comfort Respect

Appreciation Value for money

Come to SPEND money!

Disposable income Discretionary Spend

Opportunity Cost? Most customers are happy

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Who are YOUR customers?

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Service is a VERB

Denotes action

Denotes initiative

Ready and able to initiate action

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SKILLS

KNOWLEDGE

ATTITUDE12

Employment contract.

YOUR obligations.Agreement w i th employer.

Hour ly ra te in re tu rn fo r labour.

Ob l iga t ions o f j ob descr ip t ion .

Meet it at ALL times

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Industry

STANDARDS.Recipes, Measures, Procedures, Schedules, Customer service.

Food, Bev, Accom, Entertainment

Same in New York, Milan, London, Darwin, Berwick!

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CONSISTENCY.

NOT a tap.

Continuous process.

ALL staff at ALL times.

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PERCEPTION.Body language, manner, speech, grooming.

20 to 30 seconds.

You are the face of the business.

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SMILE!Called “hospitality” for a reason

Too many sour pusses

Don’t have to be experts

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Need for SPEED!

Same, slow pace.

Intensity, sense of urgency, quality.

3 / 30 / 300 pax

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“Reading the room”

Awareness of EVERYTHING around you.

Look everywhere but see NOTHING!

Anticipate, prioritise, communicate

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Proactive vs ReactiveAnticipating customer needs

Don’t wait to be asked, yelled at, signalled at

Don’t wait for the customer to initiate service ritual

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Casual staff = Casual habits

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Service is not determined by your employment status!

Maccas, KFC – Multimillion dollar businesses run by teenagers

Regulars vs non

RegularsReally good at serving regulars

What about NON REGULARS?

Potentially big and regular spenders

How did regulars become regulars

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Priorities

What you NEED to do... rather than What is NICE to do.

Your priority is the customers needs.

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How Are Youse Guys Today"?

Why is "guys“ the standard greeting?

Even females!!

Should say... "Hello, welcome to ____________".

When you "welcome" someone you allow them in "your space”.

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"No Problem“ / “No worries”

Why are these the standard responses in 2013???

Should be ...

"You're welcome", "It's my pleasure“ , “Happy to help“

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"You Need To...“

"You need to go down this hall“

“You need to order over there”

Customers only "need to“ pay.

Never feel they must jump through hoops.

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Benchmarking.

COMPARISON

Who is the benchmark operator in your area?

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Social media.

Unheard of 5 years ago. Instant. Volatile. Mobile.

Huge implications and here to stay.

Every man and his dog is a blogger.

Don’t give them ammo!

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Competitive advantage.Hotels / Clubs / Cafes / Restaurants...EVERYWHERE!

All the same - Menus, Decor, Beverages ,POS, Uniforms

Too many of them. Cut throat business. High failures.

What makes YOU stand out?

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ComplaintsWhat is the problem

Can I fix it or need help

FIX the problem...Quickly

Make sure customer is happy

Avoid problem occurring again

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Word of mouth.Costs a lot to advertise

Brochures / websites / banners / adverts / TVs

Negative WOM is powerful business killer.

Positive WOM is best and cheapest.

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CS in a nutshell!Deliver what you SAID you would.

Deliver it in the WAY you said.

Deliver it in the TIME you said.

Be NICE when you do it.

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Beat the customer to...

Greeting and welcome

Farewelling and thanking them

AHEAD of your opposition

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