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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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