Guest Service Training
In todayâ€™s service â€“ orientated economy, quality service is more than a competitive weapon â€“ itâ€™s a survival skill. Knowing who your customer is and what their need are is a fundamental task of any business.
The essence of quality guest service is how employees handle all guest interactions, the easy and the difficult. Many employees find it easy to be nice to guest who smile at them and make eye contact. But find it difficult to deal with guests who may seem upset or having a bad day.
Often we assume that customers are those people who purchase products and customer service employees are those who directly sell or service the product. This is not always true. It is important for all employees to determine who their customers are and to treat them with respect, efficiency and responsiveness. Whether they be a fellow colleague or paying customer.
By knowing our customers, we can anticipate their needs and ultimately use this information to exceed their expectations, creating a quality customer service.
Service Excellence course is designed to be conducted in a 1 x 2 hour session and includes:
Identifying your role as a Guest Service ambassador for Wonderland Sydney
Identifying our customers â€“ their needs and expectations.
Communication â€“ non verbal, vocal & verbal messages
First Impressions â€“ the guestsâ€™ first impression on our company is based mainly on the impression the employees create.
2 hours training. Preferably before or after Park operating times.
â€œUâ€ shape or board room set up.
Number of Participants
Maximum 18 per session.
Flip chart or whiteboard
Pens and highlighters
Television and VCR
Guest Service Training
Purpose of the Training Course
Welcome participants to the training session. Explain the format of the session. Introduce yourself and any relevant information.
Remind employees of where the toilets are. Let them know there is tea & coffee available at the back of the room.
The purpose of this training course is too ensure that we deliver quality service to all our guests. And we will do this by:
Your role within the Company.
Who are our guestâ€™s?
What is a guest? Letâ€™s have a clear definition of what a guest is?
Who are our guests? Ask the group to come up with a list of all the guests they deal with on a day to day basis.
What is the difference between internal or external guest?
Ask participants to define Quality Guest Service and what they particularly like about quality guest service. Discuss why it is necessary for us to focus on Quality Guest Service.
Would someone like to describe to us an example of bad service they have received in the last month?
What is a guest? A guest is:
Now lets look at what our guests expect from us.
Great Guest Service and what it means:
Now beside each one of the guests that we have previously listed their possible needs.
How can I exceed my guestâ€™s expectation?
PROMISE ONLY WHAT YOU CAN DELIVER
DELIVER MORE THAN YOU PROMISE
Problem Solving Tools
Sometimes problems can be experienced when dealing with guests?
What are some of the problems that occur in your area?
(Keep the problems down to about 3 or 4)
Here is a Problem Solving Checklist that can be beneficial when dealing with guests. Obviously, every problem is different and not all the following points will apply.
Icebreaker - Chinese Whispers
One way Communication - instruct participants that they can not ask any questions, take notes or seek confirmation of their understanding of the message. This message is to be passed quietly from person to person. The last person is to relate the message they received from the group.
Compare this to original message.
Show the Hagar cartoon and explain the One way communication model and discuss the hazards of One way communication.
Two way Communication - Repeat the Chinese Whispers exercise. This time allowing feedback.
Open for discussion. Discuss which communication strategy was more effective and why?
Types of Communication.
How do we communicate? There are 3 types of communication. Verbal, Non Verbal and Vocal. Would someone like to give us an explanation on what the difference is between the ways in which we communicate?
Verbal - choice of words, vocabulary, jargon, slang
â€œThe Content of the messageâ€
Vocal - enunciation, volume, tone, pitch, speed
â€œThe use of the voice as an instrumentâ€
Non-verbal - dress, body language, facial expressions
â€œThe language used in a silent movieâ€
Does everyone understand the difference between verbal and vocal? I would like to illustrate that a little further.
Example: Explain the you are talking to the dog that has just been naughty, then say in a sweet voice,
â€œgee you have been a bad boy todayâ€
What message am I sending out there?
Now reverse the situation. The dog has been very good, then say in a stern tone,
â€œwhat a good boy you are.â€
Can you see the difference now in verbal and vocal?
Which part of the message do you think is more influential?
A: Non verbal
As a percentage how would you rate the importance of each component of a message?
Non Verbal 55%
Is there any other way in which we communicate? Could listening be used as a communication tool?
In summary, less than 10% of what we say comes from our words, the rest is sent by vocal and non verbal messages.
To communicate more effectively, you must also understand that it is impossible not to communicate; we send out messages that say something about ourselves all the time.
The Importance of Communicating Clearly.
Why is it important to communicate clearly?
Here are some tips to help us communicate more clearly.
In this section we need to show how important first impressions are to our guests. To the guest, you are the host of the organisation.
You will need to choose someone from the group to participate in this exercise. Debrief that person away from the rest of the group.
Whilst you are debriefing put up and overhead and ask them to discuss their perception or first impression from this overhead.
Brief for Role Player
They will need to play a role where they are a tour guide who is late to pick up their client. They really have a â€˜donâ€™t careâ€™ attitude and need to display this in the role play. Once you debrief the other participants you will ask the person to enter the room.
Brief for rest of the group.
I would like them to imagine the you are a visiting journalist to this region. You have been invited to come and write a story about the is area/town and itâ€™s features and activities. You have been asked to wait here at 10am for your tour guide to show up and show you around. You have had a long journey and of course you are tired. It is now 10.05 am and no guide to be seen. At 10.10 you start to get agitated. After all you were here on time.
Suddenly the door bursts open........and the role play is conducted
Ask the group:
Did you know.....
Why is it so difficult to change our first impressions - what do you think they are based on?
Tips for improving first impressions
Here are some tips to improving our first impressions
Ask if the participants have any further questions.
Thank them for participating in the Wonderland Guest Service Training Course.