Green Cell M Customer Service - Cabin Host.pptx

Customer Service

1. CUSTOMER SERVICE BY CUSTOMER EXPERIENCE TEAM

2. “Right or wrong, the customer is always right.” - Marshall Field

3. Recognize our guests requests and act accordingly Understanding that good service ensures business continuity & success. Delight the guests consistently. Meet and Exceed guest expectation. OBJECTIVES Objectives of a Cabin Host

4. What Is The Guest Looking For? Neat, clean and well-maintained Cabin. Reliable, Courteous, Helpful and Hospitable Staff. Prompt Response and Timely Information Patient, Confident and Genuine personality. Professional and well-trained staff members. Comfortable attitude and always smiling. Respectful and Good Communicator. Humble, Polite & Heartfelt interactions. Always happy-to-assist attitude.

5. So, What do you n eed t o d o ? Never Let go of an Opportunity to DELIGHT EVERYONE EVERYTIME EVERYWHERE ….The Right Attitude ! From all of these attributes, what the guest is really looking for is….

6. Skills Required By A World Class Service Professional Keen Listener Effective Communicator Empathy Responsibility High EQ

7. Empathy Empathy is the ability to imagine how another person is feeling and so understand his/her mood. People who can empathize with others have high EQ (emotional intelligence). You can empathize with someone by doing the following: Place oneself in another’s position Understanding someone’s feelings Listening to unspoken words Being sensitive Statements That Reflect Empathy & EQ “I do understand how you feel Mr. Sharma.” “You have every right to be upset about our service because we couldn’t arrange your choice of seat.” “I know how upsetting it is Mr. Verma, let me assure you of our commitment to offer you the best alternative.” “Certainly Ms. Kapoor, I can understand how difficult it must be travelling alone with your children, allow us to assist you.”

8. MUNNA BHAI M.B.B.S. - VIDEO

9. What you see… What you hear… What you feel… Listening and Observation

10. Efficiently handling any service situation Taking Responsibility Prompt reply to the guests at the time promised. Sharing correct & complete information. Keeping the guest proactively informed of important updates / (and not only when inquired about) Reflecting the urgency of all tasks. Acknowledging all waiting queries Arriving and departing for duty at appropriate time. Being Reliable Completing every assigned task with the same enthusiasm and effort from start to finish. Resolving all queries and avoiding passing the given task to others. Ensuring safety and comfort of all guests, and not just the ones you are responsible. Always ready to go beyond the assigned duty.

11. Introduction to Fish Philosophy What does fish philosophy mean? Why is this so important in our Industry?

12. अतिथि देवो भवः। The guest is the equivalent of God in a host-guest relation. “ Atithi devo bhava”

13. anarock.com