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Housekeeping slide

• Time keeping
• Breaks
• Toilets
• Cell phones
• Sanitisation
• Pre-Test
• Post Test
DICE
Dare in customer expectations
Delivering improved customer experiences
Why learn about service?

“A Guest is the most important visitor on our premises;

He is not dependent on us; we are dependent on him.
He is not an interruption in our work, he is the purpose of
it.
He is not an outsider in our business, he is part of it.
We are not doing him a favour by serving him, he is doing
us a favour by giving us an opportunity to do so.”

Mahatma Gandhi

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Objective of today

• This programme is about customer-facing skills and

behaviours needed when working with customers
• This is an opportunity to challenge your way of thinking and
behaving that may have become bad habits or unproductive
image-breaking activities.
• Let’s look beyond what you currently provide and see how you
can give more value-added service to each customer
• Together we can find solutions and ideas to really make a
difference and exceed in our customers’ expectation!

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What do we promise?

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Tsogo Sun Customer choices

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Tsogo word choices – what it means

• Authentic
• Influential
• Recreate fun
• Rediscover entertainment
• Appealing
• Unapologetically
• Real
• Edgy
• Feel welcome
• Proud
• Super confident
• Classy
• Determined
• User friendly
• Simple language
• Down to earth
• Determined

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Professional Image

Complete the questionnaire in the manual on page 2

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Professional Image

• 150 to 100 You are confident. You can communicate well with others. You are
determined to be yourself unashamedly. You make others feel welcome by being
yourself and making them feel at ease.
• 99- 70 You are friendly and cautious. You take your mistakes too seriously and
slow down to make sure mistakes do not happen. You worry too much about what
others think and forget to have fun.
• 69- 35 If you are in a customer-facing role, this is a red flag. Nothing you will ever
do will feel good enough. You are a people pleaser and will bend rules to make
everybody but yourself happy. Where’s the fun in it? Where’s the value?
Questions you asked because you serve without experiencing personal
satisfaction.
• 30 and lessYou need an escape. Maybe a blockbuster movie, some fun, a visit to
an exciting place, a place that makes you feel at home, somebody that can
energise you – a place or friend that can help you to rediscover fun!

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11
Building Rapport

• Looking back at the results you got from the survey:

– What are the behaviours you need to display to build rapport?
– What does service mean in your role?
– Give an example of what hospitality looks like in your role?

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Complainers to raving fans

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Sequence of service

• The greeting is the first impression given to a customer.

• Always greet a guest with a smile and a welcome.
– Make eye contact within 30 seconds.
– Within 1 minute greet them warmly according to the time of the day.
– Good morning, welcome to (facility’s name)
– Good afternoon, welcome to (facility’s name)
– Good afternoon, welcome to (facility’s name)
• Hear how you can be of service?
• If they were waiting longer than 3 minutes
– Acknowledge that you know they are waiting
– Apologise for keeping them waiting when you do serve them

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Good or poor service

• Check back on customer satisfaction within 10 minutes of delivering what was

expected.
• On every visit to the customer (machine or table)
– Just move paper and debris from the table and floor where guest want to
play
– Clear cups, used bottles, and cans when you have a chance later
– Clear as you think to enhance the guest experience
– Pick up glassware - touching the rim of a glass –that way you can carry
more
– Maintain a positive image
– Prevent the spread of bacteria – wipe your hand on your uniform
– Clean and sanitise the area within 30 minutes of the customer’s departure

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Customer Care and etiquette

• Check back on customer satisfaction within 2 minutes of delivering

what was expected.
• On every visit to the customer (machine or table)
– Remove paper and debris from the table and floor
– Clear cups, used bottles, and cans
– Clear anything needed to enhance the guest experience
– Pick up glassware without touching the rim of a glass
– Maintain a positive image
– Prevent the spread of bacteria - sanitise
– Clean and sanitise the area within 5 minutes of the customer’s
departure

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Types of guests – Select the service
GUEST HOW TO GIVE GOOD SERVICE
1. Timid Don’t bring attention to them being alone. Seat him where he
can see what's going on. They are often lonely people
2. Aggressive Even a comment about the weather will make them feel at
home
3. Fussy One of the hardest guests to please. Try to stay a step ahead of
him and anticipate the next step.
4. Over-familiar Courteous and businesslike manner. Being kind and polite can
change him into a steady and appreciative customer.

5. Alone Don’t be drawn into arguments. Speak softly. Refuse to

participate in criticism of management or the establishment

6. Noisy Be courteous, dignified and avoid long conversations. Never try

troublemaker to give a wisecrack answer or smart remark. It keeps the
conversation going and you have other guests that’s waiting

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Types of guests: Answers
Gather information and know what type of guest you are dealing with
GUEST HOW TO GIVE GOOD SERVICE
Timid Even a comment about the weather will make them feel at
home
Aggressive Courteous and businesslike manner. Being kind and polite can
change him into a steady and appreciative customer.
Fussy One of the hardest guests to please. Try to stay a step ahead of
him and anticipate the next step.
Over-familiar Be courteous, dignified and avoid long conversations. Never try
to give a wisecrack answer or smart remark. It keeps the
conversation going and you have other guests that’s waiting
Alone Don’t bring attention to them being alone. Seat him where he
can see what's going on. They are often lonely people.
Noisy trouble Don’t be drawn into arguments. Speak softly. Refuse to
maker participate in criticism of management or the establishment

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Listen with the intent to deliver

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My response

• I don’t know …
• It’s not my department …
• I am not allowed to help you …
• Don’t talk to me like that …
• Wait for the next shift …
• It’s not my problem …
• Last time you also ….
• I’m not helping him because ….
• I don’t have time ….
• Calm down …
• You are right, that I bad ….
• It’s not my fault …

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My response … rephrase

• I don’t know …
• It’s not my department …
• I am not allowed to help you …
• Don’t talk to me like that …
• Wait for the next shift …
• It’s not my problem …
• Last time you also ….
• I’m not helping him because ….
• I don’t have time ….
• Calm down …
• You are right, that I bad ….
• It’s not my fault …

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Early problem recognition

Listen to the customer wants:

• Empathy: Listen to what the customer is saying. They need to
know we appreciate their wants and circumstances
• Fairness: Find out what the customer wants and what they
expect. They must feel that they receive adequate attention and
reasonable answers
• Control: Customers problems must not go unanswered or
ignored. A customer must feel that their input influence the
outcomes.
• Information: Customers want to know about the products and
services but in a pertinent and time-sensitive manner

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Take the H.E.A.T

Take the HEAT is a powerful 4 step process for dealing with a

guest/caller who is unhappy or complaining.

HEAT is an anagram for

Step 1 : H - hear them out
Step 2 : E - empathise
Step 3 : A - apologise
Step 4 : T - take responsibility or take action

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Step 1

Hear them out

• Listen without
• Don’t Interrupt
• Don’t apologise
• Don’t be defensive
• Don’t blame someone else

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Step 2

Empathise
• Show the guest that you understand how they feel.

• You don’t have to agree with what the guest saying, they may
not always be right, but they deserve to be treated as if they
are.
• Listen and respond with empathy.

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Step 3

Apologise
After listening and empathising the customer will be in a different
frame of mind to accept an apology

• Keep it short and simple

• Apologise for the situation

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Step 4

Take action/ownership/responsibility
• Take ownership to resolve the complaint/problem or issue.

• Take ownership for the guest’s satisfaction before completing the

interaction.
• Even if you are not the cause of the caller’s/guest's
dissatisfaction, taking ownership of a resolution will be
appreciated by a guest and you could be gaining a loyal customer
in the future.

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Roleplay

• Take the HEAT

• Find a partner and each of you will have a turn to
practice taking the HEAT

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Financial impact of not upselling

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Simple actions, huge returns

• Customers will spend up to 10% more on a product if the service

is better.
• When customers receive good service, they tell 10 to 12 people
on average.
• When customers receive poor service, they tell up to 20 people
• There is an 82% chance that customers would come back if they
received a good service.
• There is a 91% chance that poor service will dissuade a customer
from ever going back to a company.

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Game

Financial impact game

• 1 Guest spends R100 at our property and is unhappy about the
service.
• Remember, when customers receive poor service, they tell up to
20 people.
• So the impact on 1 property for the day will be: _____________
• Times 365 days of the year: _______________
• Times 30 properties (Hotels and Casino’s): _____________

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Unseen added value: Intuitive Service

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Unseen added value

• To make intuition work for you so that you can:

– do what is appreciated vs expected
– do what is desired vs required
– provide a solution vs answering a question
• Supply engaging and connecting experiences that “reward” your
guest.

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What is intuition?

• Gut feeling
• Awareness
• Sixth sense
• Inner sense
• Instinct
• Inner voice
• Past experience

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Added value

• You are confident and competent in your

job, you know what is good and bad service

• You understand intuition and how to
read the guest and situations

• You are curious about your guest, so you
engage with them

• You are empowered to make decisions

• You deliver RECOGNITION
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Ambassador body language

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U shine, they shine, we all shine

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Score – appreciation and joy!

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U Shine: Show and tell

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We Shine

• The role of the Supervisor

– Plan Shift
– Lead and communicate with the team
– Organise the resources the team needs
– Control and check the standard of work delivered

• How do you work with your Supervisor?

– Give feedback on resources needed, challenges, and comments
– Follow-up
– Ask why? if you do not understand
– Call for authorisation

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We all shine

Tidy up as you go!

Remember
“A Guest is the most important visitor on our premises;

He is not dependent on us; we are dependent on him.

He is not an interruption in our work, he is the purpose of it.

He is not an outsider in our business, he is part of it.

We are not doing him a favour by serving him, he is doing us a favour by

giving us an opportunity to do so.”
Mahatma Gandhi

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