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CUSTOMER
SERVICE
SKILLS
TRAINING

He is the most important part of the business
He is our work
He is our boss

WHAT IS SERVICE?
 to serve
 to be in assistance of
 to offer
 to aid

 Guests
Residents
Callers
Anybody who gets
inside our hotel

Why do we need to develop
customer service skills?
Customer facing situations require
service skills
When customer experiences
go wrong, the staff need to deal
with the outcomes

In order to carry out and make
a reality the vision-mission of the
company and its objectives
Customers regard justice as
important to how their
complaints are dealt with

THE COMMANDMENTS OF
GOOD CUSTOMER SERVICE

Place the customer first with full focus on the
task at hand.

Pay close attention to the customer’s
gestures, tone of voice, rate of speech,
determine their feelings.

Listen effectively to customers.
You should pay attention to what the customer is trying to say.

Be consistent, reliable and prompt.

Give the customers the best options they
can have...

Learn to leave stressful
situations behind.

Develop a “business friendly” personality.

Speak in “layman’s” terms

YOUR ROLE AS A SERVICE PROVIDER
The success of any
organization depends on
good customer service.
You are the voice of the company and the
person that the customer will remember once
their visit with your company is finished.

THE THREE LEGGED STOOL
OF CUSTOMER SERVICE

MUST ACQUIRED SKILLS
COMMUNICATION SKILLS
Communication is the core of all customer relationships
CLARITY OF WORDS
CLARITY OF RESPONSES
SPOKEN LANGUAGE/ DIALECT

LISTENING SKILLS
A very important element of the communication
process is listening, which can be a very difficult
skill to use well.
As a customer service representative,
it is vital to be a good listener.

Effective Listening
Prepare yourself to listen
Concentrate on what is being said
Use summarizing statements
Take notes
Hold your tongue, don’t interrupt

Use conversation cues if the caller is getting long
winded
Listen between the lines
Use questioning and restating techniques
Practice positive listening habits
Effective Listening

How can I improve my listening skills?
PRACTICE CONCENTRATION
Concentrating successfully
can be a difficult task. Therefore,
it is important to practice
this skill. You can improve
your ability to concentrate
by eliminating noise from
your surroundings and focusing
on your customer’s problems.

DEVELOP GENUINE INTEREST
instead of turning a customer out when the
information they are giving is not important
to their situation, good listeners find useful
materials in every message.

WAIT BEFORE RESPONDING
let what the caller/ speaker had said sink in for a moment
before you respond.

TELEPHONE HANDLING SKILLS
The customer’s impression of you and your
organization is influenced almost entirely by
what you say and, even more so, by how
you say it. Your voice reveals what you think
and feel regardless of what words you use.

DIAGNOSE THE SITUATION
assess what you have heard in order to
determine what the caller wants you to do.

Speak clearly
Speak slowly and clearly. Enunciate your
words and stay away from sounding
monotone.
Don’t have a lazy tongue.

Elements for effective
telephone handling

TONE
Tone is the overall vocal quality that
communicates how you are feeling in general, as
well as how you are feeling toward the person
with whom you are communicating

Voice inflection refers to the highs and lows
in your voice
INFLECTION

ENERGY
The energy in your voice reflects your attitude
and enthusiasm

Volume refers to how loudly or softly you
speak
VOLUME

Telephone Personality
& Phone Etiquette

Good Morning, HR Department,
This is Martha, How may I
help you?
Good Morning, Thank you for calling
Sarrosa International Hotel, This is
Martha, How may I help you?
Phone Etiquette

“Thank you for waiting, Madame/Sir. Unfortunately Ms. ________ is not
available. Would you like to leave a message?”
When the caller leaves a message.
Get the name, phone number, and message. Take note of the time and
date and
repeat what the guest have said in order to clarify the message.
Nobody Answers The Telephone

On Hold Techniques
Don’t forget to include their name when
thanking them for holding.
Give them an option….Hold or leave a
message.
If holding, check back with them
every 30 – 60 seconds. Don’t leave
them wondering.
“Madame/Sir, Is it okay if I would put you on hold?”
Putting the caller on hold (Maximum of 1 minute)

Call Transferring
1. Guided Transfer – Let the caller know
who they are being transferred to.
2. Description Transfer – Announcing
the call to inform your staff the reason
they are calling and their name.
2 Types of Transferring

COMMONLY USED CUSTOMER SERVICE
PHRASEOLOGIES
WELCOMING CUSTOMER
1.1 Initiating conversation by self-introduction
“My name is Mario. I'm happy to be of service anytime”
“My name is Elizabeth. It's nice to meet you, Mr.
Williams”

1.2 Proper Greeting
“Good morning / afternoon / evening, Sir / Madame,
Welcome to Sarrosa International Hotel/”
PHRASEOLOGIES
When opening doors for guest (approximately 6-7 feet away), greet with:

PHRASEOLOGIES
When customer is leaving the hotel after patronage:
“Good-bye, Sir, Madame. Thank you for staying with us and we hope to
see you again”
Extension of greeting:-
“Is this your first time in Cebu/ Sarrosa Hotel?”
“Have you stayed here before?”
1.3 Addressing Customers
The most impressive and professional way is to address customer by using their
name. (e.g.: Mr/Ms Delos Reyes)
1. “How may I assist you, Mr. Lee?”
2. “Welcome back, Ms Chan”

PHRASEOLOGIES
BEING OF SERVICE
1. In general:
“ How may I assist you, Mr Thomason?"
2. Customer tasks for something and you are able to help:
“Certainly, sir/madame. Let me help you with that”
3.Inviting a customer to sit down:
“Please take a seat, Dr Chung”

PHRASEOLOGIES
1.4 Introducing facilities and service:
1. “The Grand Ballroom is on the second floor, Northwing.”
2. Recommending the hotel restaurant:
“May I recommend that you try our Citidine restaurant. It
has a very good menu.”

3. Recommending scenic spots:
When recommending scenic spots, kindly ask the guests where and what specific
place they're interested in (ex. Beaches, shopping malls, museums,etc) before
suggesting.
“What places would you like to visit, Madame/Sir? ”
“If you want to go to the beach, there are a lot of resorts you can visit
in Lapu Lapu”
“Would you like to go shopping, Madame/Sir? We have SM and Ayala
Malls nearby.”
“Would you like to talk to a travel agent? He/she can give you an
itinerary of their travel packages.”

3. Initiating Conversations:
Whenever mingling with guests, never initiate a discussion about
religion/politics/personal questions as it may offend the guest. Instead ask about
something like:
“How was your stay in our hotel, Madame?”
Always end the conversation with :
“Have a great day, Madame/Sir”.

PHRASEOLOGIES
4. Other useful phrases:-
“Shall I write it down for you, Mrs Flores?”
“The information desk will be happy to help you. May I
show you the way?”
“You can have drinks at the Citidine”

ANSWERING THE TELEPHONE
UNDER SPECIAL CIRCUMSTANCES
During Busy Times / Re-connecting the call
- particularly when picking up the telephone after 3 rings
Call transfer
- before transferring call, we should say:-
“Thank you for waiting, Cashier Desk, How may I help you?”
“Certainly, Madame/Sir. Please hold the line”
“Madame/Sir, is it okay if I would put you on hold?”

4. How may I help you?
Greetings should consist of:
1. Proper greeting of the hour…
2. Company name/Department
3. Your name

1.5 Giving Directions
When giving directions, do not use your pointing finger. Instead, use
directionals with an open hand.
1. “The Business Centre is next to the Front Desk Counter”
2. “The rest room is straight ahead, down this corridor”
3. “The Coffee Shop is located on the northwing lobby”

PHRASEOLOGIES
WHEN A CUSTOMER THANKS YOU
“You are welcome, Madame/Sir”
“I'm glad to be of service, Madame/Sir”
WHEN A CUSTOMER APOLOGISES TO YOU
“That's all right, Mr. Sue”
“That's quite all right, Ms Kan”
“Don't mention it, Ms Chan”
“Not at all, Mrs Tan”

PHRASEOLOGIES
WHEN ASKING A CUSTOMER TO DO SOMETHING
“Could you please sign (here), Mr. Chan?”
“May I ask you to (sign here), Mr Tam?”
“May I have (your room number), Ms Lee?”

WHEN YOU DON'T UNDERSTAND
1. “I beg your pardon, Ms Suen”
or
“I'm sorry Ms Suen, could you repeat that
please?”
2. “Could you write it for me, please?”
3. “Could you show me (on the menu)
please?”

HANDLING CUSTOMER REQUESTS & COMPLAINTS
Listen Carefully and clarify the reasons for the complaint
“ How may I assist you, Sir/ Madame?”
Sincerely apologize for the problem
“ I am very sorry about that.”

Showing empathy
“I can see your problem”
“I see.”
Showing concern
“My name is Samantha, Let me assist you”
“May I have your name and your room number, Sir /
Madame?”

Suggest appropriate alternatives
a. “Mr. / Ms. / Mrs. Colmenares, would you like thousand or
hundred peso bills?”
b. “Mr. / Ms. / Mrs. Espina, would you prefer having your dish
reheated or changing to a new one?”
c. “Dr Chung, would you like your room cleaned right away or
after you have gone out?”

Explain to the customer about the follow up action
“Mr. / Ms./ Mrs. Delos Santos, I will investigate this
situation, and we will get back to you as soon as possible”
“Mr. / Ms. / Mrs. Corales, I will contact the Technical
Department so they can check and fix it.”
Follow up until the complaint is solved

How to respond in the following situations?
When somebody is not in
“I'm sorry but Mr. Lee is not here / out at the moment. Can
someone else help you?”
“He'll come back around four o'clock. Should I tell Mr. Lee to
return a call when he returns?”

When somebody is meeting another customer
“I'm sorry, Mrs. Lau is with a customer at the moment. Can she call
you back?”
When somebody is in a meeting
“I'm sorry, Mr. Kwok is in a meeting/ conference at the moment.
Can someone else help you? Or, would you like to leave a message?”

When somebody is busy
“I'm sorry, Mr. Lee is unavailable at the moment. Can he call
you back?”
When somebody is out of town
“I'm sorry, Mr. Chan is away until the end of the month. Would
you like to leave a message? Or, can someone else help you?”

When somebody no longer works for the hotel
“I'm sorry, Mr. Cheng no longer works for the hotel. His replacement
is Mr Celso. May I put you through?”
When the telephone is not functioning well
“I'm sorry, we seem to have a poor connection. May I call you back?”

What can I do to stay positive
when I am having a bad day?
•Remember that you choose your feelings, and
therefore, you can control your attitude
•Realize that your feelings are separate from the
work that you need to do
•Call/ talk to a friend or a special someone
•Take a short break. Have a drink ,or simply go
for a short walk to release stress
•Use positive language and avoid negative
thoughts and actions

S – satisfactorily serving
E – everyone
R – regardless of
V – value
I – influence
C – community standing
E – educational attainment

 Wearing a smile makes
you feel happier and will
also brighten up the
whole room.
 Smiling will also make you
feel more positive and
have a feeling of well
being.
Wearing a SMILE!

SMILE
E – Eye contact establishes credibility and
confidence.
S – Smile increases the receptiveness of those
around you.
M – Make the guest feel comfortable
I – Information gathering
L – Learn the other person’s name

It is important to value our service to our guest,
regardless of their influence or community
standing.
It is important to maintain our focus in handling
guests and clients.
In instances when we handle guests and clients who are famous
celebrities or icons, remain focused on your work and never leave your
post to take pictures or have something signed.

Time for questions and clarifications

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