Creating a successful team environment in the Hospitality Industry is essential to an efficient and profitable business. Teamwork , team structure and communication are key elements in creating this successful team. This is particularly important in the Food and Beverage sector. Individual and team roles need to be clearly defined, goals and objectives need to be achievable and feedback and development constructive. Communication needs to be clear and concise and always conveyed in a friendly, respectful and professional manner. Successful teams make for a successful business
Subjects: Customer Service
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Operations Management: A Case Study of a Hotel
Service providers are essential in our economy. Where would we be without hospitals, cleaning companies, accounting firms and hairdressers? But it can be difficult to apply concepts of operations management to these businesses. This program will look at the key elements of operations, applying them to a service provider and showing how various strategies can be used to improve business performance.
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Listening Under Pressure: The Customer Service Challenge
Helping customers can be a real challenge. Sometimes things get busy, and a lot of responsibilities hit all at once. Other times, customers approach you with problems that aren’t easily resolved. Either way, good listening skills are essential for dealing with such high-pressure situations. In this program, you’ll learn about: Attentive Listening, Active Listening and Objective Listening. If you practice these three skills, helping customers and solving their problems will become second nature. Even in high-pressure situations.
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We’re All Different: Diversity in the Workplace
Today’s workforce is changing. Coworkers are now more likely to come from other countries, or from different cultural or ethnic backgrounds. Many of us find ourselves working side-by-side with others who are not just like ourselves. We’re all human, so friction is inevitable. But it is particularly counterproductive when conflict is blamed on difference rather than on workplace issues that can resolved through open communication. The program teaches the value of keeping an open mind, focusing on common goals, and accepting each other for who we are.
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The Art of Customer Service
Excellence in customer service boils down to three basic ideas: give customers the attention they want, the respect they deserve, and the time to answer their questions and take care of their needs. This newly revised program uses humorous scenes mixed in with first-person responses to tell viewers what customers really want. Attention, Respect and Time. It seems so simple, yet today’s customers generally feel that service has gotten worse. Use this show to bring the message home to your employees and make it stick: customer service is an ART.
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The Best Service Is No Service
Pressures to reduce costs and increase customer loyalty are greater than ever. Bill Price argues that the best place to start is by eliminating the need for customer service. This game-changing approach treats service as a data point of dysfunction since it is almost always needed either to fix mistakes or resolve customer confusion. Eliminating the need for service, therefore, is the best way to satisfy the vast majority of customers.
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Service for All: Customer Service in a Diverse World
Your customers deserve the same level of service and respect, regardless of age, ethnicity or national origin. Most of your customer service representatives already know this and act accordingly. But since your employees all bring their own individual opinions and biases into your establishment, it’s important to ensure that everyone is on the same page on this very important issue. This program helps you created a culture of inclusiveness and equal treatment throughout your organization.
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Diffusing Hostility through Customer Service
This program takes a strong customer service training approach to the issue of working with hostile customers. Important communications skills are taught which will help employees turn difficult customer service challenges around. However, where abusive customers cross the lines of acceptable behavior, employees are empowered to put their physical and emotional safety first.