At Belipola we feel that giving excellent service to all those who pass through Belipola is of vital importance. If our service quality is high, we will have happy clientele. Through these happy and satisfied clients, Belipola will get a positive word of mouth, repeat visitors, new visitors and financial benefits. Since the re-vamp of the center, beginning in 2013, we have not made any efforts to advertise or promote the center. However, it is because of our high service quality, we have had a steady flow of visitors over the past few years.
During 2015, key staff received customer service and hospitality training. The staff who received this training where Megamali and Shirani (part of the Kitchen & Processing Team), Nuwan (part of the Operations Team) and Kamani and Madhushani (part of the Office Team). The key points used in the training are below.
How do we have happy visitors (customers)?
Through achieving high standard of quality - products, customer service, appealing setting, convenience and reliability
Through giving good value - benefits received for burdens endured
Burdens, this refers to:
Monetary - fair price
Non-monetary - long waits, inconvenient location, rude staff, weather, unique experience, hospitality
What are good hospitality habits?
Make a good first impression - in the first 6 seconds, have the right attitude, greet visitors promptly, maintain good eye contact
Communicate clearly - hearing vs listening, body language, avoid slang or technical terms
Mind your manners - why manners matter, give good introductions, have good etiquette - telephone and personal
Know your community - give good information about what is there to do around here - attractions, events, activities, have good visitor information resources, have community pride
Know your job - products & services, visitors, employees, visitors with special needs
Handle problems effectively - listen carefully, handle complaints immediately, use winning words and soothing phrases, get feedback
Make a good last impression - genuine farewell, get visitors comments and details, keep in touch through good follow up, have a good image and professionalism
Its important that as a team, regular meetings happen to talk about visitors and how to ensure there is a high level of service.
Set goals and make action plans
Organise regular trainings as refreshers
Do role plays so the staff and see what different situations will come up and learn how to problem solve