HTMP1 SY23-24

2-27-2024

15 Customer Service Techniques

1. Promptly Greet All Customers

Say hello to your customers and welcome them when they enter your establishment. Make sure you acknowledge them without them having to wait for some satisfactory customer service. Greet them, introduce yourself, and show them around.

2. Use Appropriate Icebreakers

   Find a common ground between you and your customers by asking them questions that will get them to open up. It will interest you and help the two of you bond without any awkwardness.

3. Compliment Freely and Sincerely

   Say something nice about the customer. Even if it's as simple as "You have great outfit" It could very well make their day. It will make the customer feel more attached to the business and want to be around more often.

4. Call Customers by Name if Known

   A person's name is like music to their ears. Using their name will make you seem professional while also giving the customer a good and attentive impression of yourself. Be careful not to overdo it, it might actually make the customer uncomfortable. Be sensitive about this technique.

5. Make and Maintain Eye Contact with Customers

   Eye contact will create a significant bond, some customers like receiving attention. The 3 I's in Eye contact are Intimidation, Intimacy and Involvement. Here, you are involving the customer by showing that you acknowledge their presence.

6. Ask for Feedback

   Ask feedback if you feel you need to know how well you're doing. You learn from your customers's reactions and feedbacks. You can use it as a reference for future customers.

7. Listen Carefully

   Be attentive to your customers, never turn a blind eye or ear to them. React to them and show them that you are listening by showing gestures. Concentrate on them and understand what they want or need.

8. Use Effective Service Vocabulary

   Always try to find a way to keep your customers happy. Don't laze away by avoiding their requests with some desultory phrases such as "I don't know" or "It's Company Policy" Use effective phrases that will tell the customer that you want to help them out.

9. Smile Freely and Often

   A genuine and kind smile will make a customer feel safe and relaxed. They will feel valued and will want to be loyal. Once the tone is set, so will their love for the customer service.

10. Appropriately Touch Customers When Possible

   Definitely do not overdo this, especially without getting to know your customers to well. A handshake is a good way to show the customer how much you care, and it will earn you tips if they like it.

11. Enjoy People and Their Diversity

   Don't judge people based on their appearance, race, or even disabilities. Accept how they are and on some occasions, you can even learn an interesting fun fact or two about their backgrounds!

12. Have a Good Attitude About Your Job

   Openly hate your job means you just don't care. Sadness is contagious, your customer might be affected if they see that the very employee of a business doesn't even want to be there. Don't be Eeyore, be Tigger, be happy and optimistic!

13. Keep Your Workplace Clean and Attractive

   A simple cockroach on the floor could scare a customer away. Looks matter when it comes to a business. It's the first impression, make it count by impressing the customer.

14. Dress and Groom Yourself Appropriately

   What will a customer do if they see a guy with a dirty stained t-shirt and ripped jeans in their business? They'll get turned off. Look professional, it will make the customer feel like you're mature and care a lot about the business.

15. Maintain a Good Posture

   If you appear confident and all-knowing, some customers may turn to you for help. Keep your back straight and look relaxed yet professional.

2-19-2024 with Lloyd Eslava

THE LOPESAN GROUP

1. What strategies or techniques are used by the Lopesan hotels and resorts to provide excellent customer service?

• The hotel appeals to every sense, filling the rooms with smells and sounds that match the African vibe the hotel aims for.

• Every hotel has exotic scents pumped out via air conditioning.

• The hotel gives off an exotic feeling by having African Baobab themed decorations and jungle calls at the entrance of the hotel.

• There are more sunbeds than guests for cases like family vacations, honeymoons, golfers, and seniors.

• There are a variety of entertainments to match everyone, such as youth, elders, or adults.

• Every pool is protected.

• Wait staff will deliver cocktails to people at the receptionist for check in.

• TV is always set to the language the custoer is fluent in upon their entry to their hotel room.

• If a customer repeatedly orders the same thing, wait staff will remember their order the next time they arrive.

• The Hotel has cheap packaging.

• The Hotel lives by the motto, "There's no 2nd chance for a 1st impression."

2. Why is the Lopesan hotels and resorts unique and special? Name the things that they are doing that set them apart from their competition.

• The hotel has African themed Baobab which includes jungle foliage, rivers, bridges, etc.

• The hotel tries to emulate the architecture in Rotunda-style villages.

• The staff offers cocktails to people waiting in reception.

• According to Pablo Lorenzo, the Hotel attempts to make people feel as if they've stepped on a different planet.

• The logo, a dolphin leaping out of water, represents the Hotel "leaping up a notch."

• The Hotel has special personnel trained for service recovery if a problem arises.