Front line Service for Hospitality Industry

Hospitality services

1. FRONTLINE SE RV I C E

2. Customer Service ….. is the organization ’ s r e s p o n s i v e n e s s t o t h e needs of customers. It is service that combines technical knowledge and professional attitude with friendliness and courtesy toward customers. It involves all the activities that the organization conducts or performs to satisfy its customers. This means more than just handling complaints and smiling at customers. Customer service means going out of your way for the customer, doing everything possible to satisfy the customer and making decisions that benefit the customer.

3. Concept of Professional Image The four main attribute of a professional image includes: Appropriate professional appearance. Use of correct manners and etiquette Appropriate personal behavior Effective communication Penampilan profesional yang tepat . Penggunaan sopan santun dan etiket yang benar Perilaku pribadi yang tepat Komunikasi yang efektif

4. Etiquette in the W o r k p l a c e Be punctual Be polite Stay pleasant Remember that company property is not for personal use. Never criticize someone in front of others. Open door does not mean walk in anytime without permission . Never yell between office or cubicles Eat food over a table, not over the phone. Greet people when you arrive at work. Tepat waktu Bersikap sopan Tetap menyenangkan Ingatlah bahwa properti perusahaan bukan untuk penggunaan pribadi . Jangan pernah mengkritik seseorang di depan orang lain. Pintu terbuka tidak berarti berjalan kapan saja tanpa izin . Jangan pernah berteriak di antara kantor atau ruang kecil Makan makanan di atas meja , bukan melalui telepon . Sambut orang ketika Anda tiba di tempat kerja

5. Primary Aspects of Body Language Eye Contact Facial Expressions Body Posture and Movement Hand Gestures Touching Physical Distance Kontak mata Ekspresi wajah Postur dan Gerakan Tubuh Isyarat tangan Sentuhan Jarak fisik

6.  Effective Client-Agency Relations Relating with Public Clientele Know your institution Have self-confidence Be sensitive Be courteous Listen No argument Kenali institusi Anda Memiliki kepercayaan diri Jadilah sensitif sopan Mendengarkan Tidak ada argumen

7.  Effective Client-Agency Relations Relating with Public Clientele Take note of your vocal characteristics Choose your words Give attention to your body language Perhatikan karakteristik vokal Anda Pilih kata-kata Anda Berikan perhatian pada bahasa tubuh Anda

8. The Customer’s Expectations The CUSTOMER may not be in a very good mood but he certainly doesn’t want YOU to be that way too. As far as he is concerned, he reserves the right to be that way. PELANGGAN mungkin tidak dalam suasana hati yang baik tetapi dia tentu tidak ingin ANDA menjadi seperti itu juga . Sejauh menyangkut dirinya , ia berhak untuk menjadi seperti itu

9. The Customer’s Expectations The customer always expects you:  Be polite sopan  Be friendly ramah   Addressed him by name menyapa dg namanya Be helpful membantu  Be open-minded berpikiran terbuka  Let him finish what he is saying biarkan menyelesaikan apa yg dia bicarakan

10. The Customer’s Expectations The customer always expects you:  Use clear and understandable language  Show interest in his problems  Offer special service  Be well-groomed  Be flexible  Be reliable ( diandalkan ) Gunakan bahasa yang jelas dan mudah dipahami Tunjukkan minat pada masalahnya Tawarkan layanan khusus Berpenampilan rapi Jadilah fleksibel

11. The customer always expects you:  Be patient  Be sympathetic  Explain procedures  Concentrate on him  Give tips and hinge  Tune into his needs ( menyesuaikan kebutuhan ) Sabar Bersikaplah simpatik Jelaskan prosedur Berkonsentrasilah padanya Berikan tip dan engsel The Customer’s Expectations

12. The Customer’s Expectations The customer always expects you:  Be efficient effisien  LISTEN! mendengarkan

13. A customer’s satisfaction would depend greatly on the extent to which you meet his expectations. Therefore, no matter how you really feel inside, you have to be really good actor or actress at time. We all are! Kepuasan pelanggan akan sangat tergantung pada sejauh mana Anda memenuhi harapannya . Karena itu , Apa pun perasaan Anda di dalam , Anda harus benar-benar jadi aktor atau aktris yang baik .

14. Basic Principles of Effective Customer Relations Preparation External Projection Empathy Patience Communication Persiapan Proyeksi Eksternal Empati Kesabaran Komunikasi

15. Basic Principles of Effective Customer Relations Listening Consideration Importance Honesty Diplomacy Mendengarkan Pertimbangan Pentingnya Kejujuran Diplomasi

16. BASIC QUALITIES OF A FRONTLINER C o u r t e s y sopan A C countability tanggung jawab R E sponsiveness daya tanggap E F ficiency tepat guna

17. How to Handle Customers G - R EE T U - SE CUTOMER’S NAME E - YE CONTACT - MILE - HINK

18. HOW TO HANDLE UPSET CUSTOMERS L - ISTEN E - MPHATIZE A - SK P - RODUCE RESULTS

19. WHAT TO DO WHEN YOUR CUSTOMER IS READY TO EXPLODE STEP ONE - Let them blow of steam STEP TWO - Show the customer you are “on his side” STEP THREE - Tell your customer exactly what you will do on their behalf

20. Go back to the customer and S T E P F I V E - explain how the problem h a s been resolved WHAT TO DO WHEN YOUR CUSTOMER IS READY TO EXPLODE STEP FOUR - Take the fast action

21. WHEN SERVICE GOES WRONG BOUNCE BACK S –ay you’re sorry E –xpedite solutions R –espond to the customer V –ictory to the customer I –mplement improvements C –ommunicate results E –xtend the outcome

22. Skills in Building Customers Satisfaction DIFFERENT KINDS OF CUSTOMER Angry Customer Remember: the CUSTOMER’s anger is not directed at you personally Remain calm Demonstrate sincere interest and concern Allow the customer to express his/her anger Attempt to resolve the customer’s problem Apologize in behalf of the company Ingat : kemarahan PELANGGAN tidak ditujukan kepada Anda secara pribadi Tetap tenang Tunjukkan minat dan kepedulian yang tulus Izinkan pelanggan mengungkapkan kemarahannya Berusaha menyelesaikan masalah pelanggan Permintaan maaf atas nama perusahaan

23. Skills in Building Customers Satisfaction DIFFERENT KINDS OF CUSTOMER IMPATIENT/HURRIED CUSTOMER Politely and calmly inform client that: you will process his/her paper quickly as possible but you wish to perform the work accurately as well Thank the customer for being patient SMILE Informasikan dengan sopan dan tenang kepada klien bahwa : Anda akan memproses makalahnya dengan cepat mungkin tetapi Anda ingin melakukan bekerja dengan akurat juga Berterimakasihlah kepada pelanggan karena telah bersabar TERSENYUM

24. Skills in Building Customers Satisfaction DIFFERENT KINDS OF CUSTOMER OVERLY TALKATIVE CUSTOMER Be polite and interested Interrupt the conversation with a phrase “Sorry to interrupt…” ; if customer continues to talk, interrupt firmly with the phrase : “I’m sorry but ...” Conclude transaction SMILE

25. Skills in Building Customers Satisfaction DIFFERENT KINDS OF CUSTOMER ELDERLY OR HANDICAPPED CUSTOMER Hearing Impaired Client Speak clearly but do not shout Do not cover your mouth If customer is still unable to understand you: write on a sheet of paper what you want to communicate Be polite and respectful just as you are with other customer

26. Skills in Building Customers Satisfaction DIFFERENT KINDS OF CUSTOMER ELDERLY OR HANDICAPPED CUSTOMER Customer with Visual Impairment Be aware of the customer’s special needs Ask if he/she needs assistance in going to any office where he/she shall transact business Allow the customer to move away from you before attending to a next task

27. Skills in Building Customers Satisfaction DIFFERENT KINDS OF CUSTOMER NEGATIVE CUSTOMER Inform customer calmly, trustworthily and convincingly Persuade and state your reason objectively Use alternative question Convince steadily and firmly Give dependable information Discuss factually not emotionally or in an “editorialized” way Menginformasikan pelanggan dengan tenang , dapat dipercaya , dan meyakinkan Bujuk dan nyatakan alasan Anda secara objektif Gunakan pertanyaan alternatif Meyakinkan dengan mantap dan tegas Berikan informasi yang bisa diandalkan Diskusikan secara faktual tidak secara emosional atau dengan cara "editorial"

28. Skills in Building Customers Satisfaction DIFFERENT KINDS OF CUSTOMER INDIFFERENT CUSTOMER Create interest and elicit his curiosity Show advantages and benefits Offer additional services under certain circumstances Be fascinating and charming Ciptakan minat dan dapatkan rasa ingin tahunya Tunjukkan kelebihan dan manfaatnya Menawarkan layanan tambahan dalam kondisi tertentu Menjadi menarik dan mempesona

29. Attitude Is Your Key to Success Attitude is your mental position with regard to facts – or simply the way you view things. Sikap adalah posisi mental Anda sehubungan dengan fakta - atau hanya cara Anda memandang sesuatu

30. Attitude Is Your Key to Success 1. Your attitude toward customers influences your behavior. You cannot always camouflage how you feel. Sikap Anda terhadap pelanggan memengaruhi perilaku Anda . Anda tidak bisa selalu menyamarkan perasaan Anda

31. Attitude Is Your Key to Success 2. Your attitude affects everyone who comes in contact with you, either in person or on the telephone. Sikap Anda memengaruhi semua orang yang melakukan kontak dengan Anda , baik secara langsung atau melalui telepon

32. Attitude Is Your Key to Success 3. Your attitude is not only reflected by your tone of voice, but also by the way you stand or sit, your facial and other non-verbal ways . Sikap Anda tidak hanya tercermin dari nada suara Anda , tetapi juga oleh cara Anda berdiri atau duduk , wajah Anda dan cara-cara non-verbal lainnya