A B C of Service
For more than three years now, I only listen to YouTube to learn about service or read through service books from famous and not-so famous authors, but it's been a long time I've heard someone talk about service in person. I'm glad to learn new things about service and being in this industry, it keeps me up-to-date with stuff about SERVICE!
Having a positive attitude is key to any service. Any service industry operator must know that portraying a positive attitude to their customer gives a lasting impression, which also translates to the staff. The tone of voice also affects how people perceive your attitude, a low pitch voice and a high pitch voice can make or break the experience of the customer. Aside from that is the body language, I guess everyone knows why this is important especially in service. Being friendly, sincere and polite to customers are the key to service success. And do not forget that a smile goes a long way.
So, how can this affect service? A service operator who know the business and being an expert in it will ensure that the customer will have a great experience. It shows a knowledgeable service to your customers. This means a service operator needs to know and understand the products that he/she is selling. From there, he/she will be more confident to talk and have conversation with their customers. Most importantly is to be professional, one must carry himself with professionalism to which the customer will be delighted at how well-manner, well-groomed, and vastly knowledgeable you are.
One must understand that customers come first - tasks come later. Knowing your customer's expectation from your business is essential and to exceed customer's expectation is to listening to their needs. Taking care of your appearance - just imagine your server has bad odor and bad breath or wearing a dirty and smelly uniform. These affects the satisfaction of the customers. Aside from that is being courteous to your customers - opening the door, carrying what they bought from your store, giving extra effort to satisfy their needs. Then, of course, it is always a great ending by saying 'thank you' and asking them if you would see them again the next day.
Lastly, focus on customer satisfactions... speed of service, a long lasting impression, knowledgeable, friendly, meeting customer expectations - even exceeding them. Always start your service with a smile and end with thanking your customer.
First of all, she is a colleague of mine who worked in a famous fast-food chain for more than 20 years. With her vast experience in the service industry I know I would learn something new and true enough I did. Not only that she gave a nice talk, but she opened my eyes more about training, on how she delivered, worked the room, and captivate the minds of the attendees.
So, about SERVICE... She focused on three things about service and it's as simple as A. B. C.
Having a positive attitude is key to any service. Any service industry operator must know that portraying a positive attitude to their customer gives a lasting impression, which also translates to the staff. The tone of voice also affects how people perceive your attitude, a low pitch voice and a high pitch voice can make or break the experience of the customer. Aside from that is the body language, I guess everyone knows why this is important especially in service. Being friendly, sincere and polite to customers are the key to service success. And do not forget that a smile goes a long way.
So, how can this affect service? A service operator who know the business and being an expert in it will ensure that the customer will have a great experience. It shows a knowledgeable service to your customers. This means a service operator needs to know and understand the products that he/she is selling. From there, he/she will be more confident to talk and have conversation with their customers. Most importantly is to be professional, one must carry himself with professionalism to which the customer will be delighted at how well-manner, well-groomed, and vastly knowledgeable you are.
One must understand that customers come first - tasks come later. Knowing your customer's expectation from your business is essential and to exceed customer's expectation is to listening to their needs. Taking care of your appearance - just imagine your server has bad odor and bad breath or wearing a dirty and smelly uniform. These affects the satisfaction of the customers. Aside from that is being courteous to your customers - opening the door, carrying what they bought from your store, giving extra effort to satisfy their needs. Then, of course, it is always a great ending by saying 'thank you' and asking them if you would see them again the next day.Lastly, focus on customer satisfactions... speed of service, a long lasting impression, knowledgeable, friendly, meeting customer expectations - even exceeding them. Always start your service with a smile and end with thanking your customer.
As the talk ended... I feel happy, because it was another day that I learned about SERVICE!
Thank you FRIEND...
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