服务酒店客户服务训练.ppt

1、Lampl Business Center Shanghai Customer Service Training,How to become a Charming Customer Service Officer,Topics,Basic Office Manner Character to Succeed Service Offering Daily Routine Daily Problems Master Your Job Standard Script (handout) Your Next Step Role Play,Basic Office Manner,Dos Communic

2、ation Instant reply to email like noted or thanks Create customer folder under email to save important mail Update customer address book for quick access Follow up with an email after verbal commitment to customer Spell check before sending email If you cannot think of an answer to customers request

3、, make excuse to reply later, do not say I dont know Listen more and talk less and dont jump into conclusion Say good morning or goodbye to customer,Basic Office Manner,Administration Shred important documents Use plastic folder to separate subject matter Put cover letter on fax copy to identify sen

4、der If you need to leave a document to someone, turn it upside down Give 2 best alternatives to customer who request for service Be punctual to meeting Report on time to work Turn mobile to vibrate mode during meeting Share problems and difficulties with others than to resolve individually Look at t

5、he person when talking Ready and prepare to learn new ideas and work process Meticulous on every little thing details Be polite and always carry a smile Put passion of the things you do,Basic Office Manner,Dont s No jeans, T-shirt, hat or short pants Over promise for services and give in on price Ba

6、d mouth on competitors Disclose customer profile to caller or walk in visitor Bad mouth your team member Do not assume Leave document (internal/external) unattended Eat in public area Shout at common area Long personal call during office hours,Character to Succeed,A smiling faces, proactive, efficie

7、nt, open minded Monthly work report on your desk (best is self generated) Problem solver vs a reporter Well dressed, be polite and patient Good communication skill and cultivate team work Act like a boss and not as a staff,Service Offering,Phone answering Courier services Secretarial services Photoc

8、opying Faxing Scanning Business license registration Office supplies Travel arrangement Postage Equipment rental,Binding Translation Printing service Guest greeting Video conferencing Storage Internet access Limousine service Purchasing Beverage/catering Conference room,Daily Routine,Maintain and re

9、place dead plants in common areas. Conduct center opening and closing checklist. Check fax machine for incoming faxes received overnight print record charge in formdeliver to customer immediatelysign service request form Operation Manager. Top up copy card, fill in service request form and record ch

10、arge in Form. Check conference/meeting for todays schedule and prepare for use. Call Operation Manager for customers door opening. Nobody is allowed to open customers door without the knowledge of Operation Manager. Handle Customer Service Request Form and submit to General Manager on a daily basis.

11、 Ensure all fire exit doors, side entrance doors are closed all the time. Inform Operation Manager to update customer phone list for new joined customers staff. Reserve and cancel conference room for customer and request customer to sign after use.,Daily Routine,Remove outdated notice on bulletin bo

12、ard. Record the person who brought the daily newspaper for leisure reading. Dont leave the original copy at the common area as customer might take it and never return. Replenish, store and record stationary for internal and external customer. Ask maid to prepare coffee and tea for guest and visitors

13、. Prepare maids monthly, weekly and daily cleaning schedule. Display magazine on book rack in row of 6 for customer leisure reading. Handle incoming and outgoing fax as request by customers and fill Customer Service Request Form for billing. Ensure office equipment is always in good working conditio

14、ns and call for repair if necessary. Display back in 5 minutes signage before leaving the services counter. Hand carry mail/parcel to customer after maid collected from Post Office twice everyday.,Daily Routine,Familiar product knowledge of projector, copy machine, scanner, telephone handset and fax

15、 machine. No Conference room available Room temperature too cold/hot Internet speed is too low or my computer is not working No cups for my coffee/ No water Customer talking loud at common area Your service fee is too expensive Door key is not working Toilet is too dirty n smelly Neighbour too noisy

16、 Box or bag blocked hallway Customer not in when parcel is delivered Customer gossip with you,Master Your Job,Keep an eye on unknown people walking in the business center, ask for their intention if necessary Check meeting room is ready for use marker with ink, clean whiteboard, chair, refreshment,

17、pad note, pencil Copier machine is working and loaded with paper Coffee, tea, distilled water is available Flower is beautifully display No documents laying on the desk unattended Dont leave the counter without the 5 min signage Always ask customer to sign service request form Know your floor plan w

18、ell,Master Your Job,Know your customer and company name well Remember each customer extension no Say good morning to customers or nod your head or smile to express his presence Well display newspaper and magazine Remove your belonging before you leave for the day Always keep front desk area tidy and

19、 neat Make sure all exit door is closed at all time No MSN activities Patrol the floor,Standard Script (handout),Good morning/afternoon, Company, Susan speaking? Hold on, I will transfer the call for you. I am sorry, he is not in the office/the line is busy, would you like to leave a message in his

20、voicemail box. Thank you for calling Company, my name is Lynda, how may I help you? Hi, Mr. Zhang, this is Susan calling from Company, how are you today? Mr. Chen, a parcel has arrived, would you like to pickup at the front desk or do you want to me deliver to your office? Good morning, what can I d

21、o for you? Please take a seat; Mr. Wang will be with you shortly. Mr. Chen has arrived and he is waiting at the reception, would you like to meet him at front desk? Would you like to have a cup of tea, coffee or cold/hot water? Have a nice weekend. What can I do for you? Your request is beyond my au

22、thority and I would have to speak to my manager before I can get back to you. Anyway, I will either ask my manager to call you or I will let you know our decision.,Evereadys Scenario,(1) When phone ring Good morning/afternoon, Lampl Business Center, Susan speaking. Hold on, I will transfer the call

23、for you. He is not in the office, please leave a message in his voicemail box? (2) When customers guest arrives Good morning, what can I do for you? Take a seat, Mr. Wang will be with you shortly. Mr. Chen has arrived, he is waiting at the reception area, how would you like to meet him?,Evereadys Sc

24、enario,(3) When a potential customer arrives Please follow me to the meeting room, our Leasing Manager Susan will be with you shortly. On the way to the meeting room, you say It must be a long way from your office to show empathy for the long travel to meet us. Would you like to have a cup of tea, c

25、offee or cold/hot water? (4) When courier arrives Mr. Chen, a parcel has arrived, would you like to pickup at the front desk or do you want to me received on your behalf? Once you received the parcel, hand carry to the customer immediately. If he is not in the office, leave a message in his voicemai

26、l box to pickup parcel at front desk, never leave the parcel in his room unattended.,Evereadys Scenario,(5) When Salesman arrives Remember, everyone needs to make a living like you. Please leave your name card, catalogue, I will pass to my Manager and if he is interested, he will contact you. (6) Wh

27、en customer request to book conference room Check Meeting room schedule Ask for date, time and duration of the booking Ask nature of the meeting to find out if extra service is required e.g. catering, tea/coffee, projector, whiteboard Send email to confirm the booking,Evereadys Scenario,(7) When cus

28、tomer ask services you never heard of Contact General Manager and dont say NO We do everything for a fee Reply to customer after consulting with General Manager (8) What if a customer ask to use your phone? This phone is for internal use only and cant make external call (9) What if a client come to

29、spy on a VO customer? Tell visitor the VO customer is out and request to call his mobile If he refuses to leave, call the VO customer and pass the call to the visitor DON”T disclose any information about the VO customer,Evereadys Scenario,(10) How you do phone demonstration to potential customer? Good morning/afternoon, Mr. Wang, I am Linda, let me demonstrat