These would be:
- Providing high quality customer service for your each and every customer. For example, solving problems, helping with special requests and getting a rapport.
- Understanding that customers will show satisfaction or dissatisfaction by their body language or verbal communication. For example, crossing their arms and tone of voice.
- Identifying the needs of customers and ensuring they are met. This can range from personal to environmental needs. For example, subtitles may be need at a film festival for hearing impaired attendees.
- Always be hygienic and presentable.
Provide 3 examples of where you have provided quality customer service for different client groups.
1. Helping a person by providing a discount because they are on the pension.
2. Assisting a disabled person get up from their seat and move to where they wanted to go.
3. Directing an under age individual from the alcohol area so they don't get trouble.
Discuss dealing with complaints and conflict between:
- Colleagues
We must communicate with our team members so they understand procedures, so there is no conflict when it comes role management. It's important we also have regular staff meetings where people can voice their opinions and make suggestions. This is how colleagues work to create a positive environment and it can help to improve how the company deals with any issues. For example, team member has discovered a better equipment supplier who is willing to meet the team's needs for that particular event.
- Customers and organisation
As part of the events management industry you have to communicate with customers and organisations on a regular basis. When dealing with complaints and conflict, it's important we listen and ask how we can assist them. Offer alternative solutions to any problems and go that extra mile to provide customer service.
Evidence must include some of the following situations;
- Customers with unmet expectations of products and services.
Apologise for any inconvenience, offer a new product or service. For example, instead of the expensive event supplier you originally offered, do more research and find cheaper alternative.
- Difficult or demanding customers
Be polite and explain the situation. Make some suggestions to calm the customer and always use a friendly tone. For example, it a customer becomes abusive over the phone, try to be understanding that they are upset and offer any help.
- Incorrect pricing and quotes
Offer to have someone redo the pricing and send the customer a new quote.
- Other team members and suppliers not providing special requests
Remind your team members that they need to go that extra mile for customer satisfaction, if needed offer to do the work for customer. For example, has asked for the event to be set-up early.
- Misunderstandings or communication barriers
You need to make sure your customer understands what you say to them, sometimes you may need to send information via email on more details. Images and websites can also explain stuff you talking about and provide visuals. It's important both parties have an understanding and needs are being met. More ways to communicate is through body language, writing down notes, swapping designs or ideas etc.
- Problems or faults of the product
Replace the product or provide a new product that you know will be an improvement.
For example, a florist has delivered a bunch of flowers for a party but they are unhealthy looking and cheaply arranged. You call around to find a florist who can make the few arrangements with new flowers and pick them up.
- Problems with the service, such as delays or incorrect orders
The caterer has brought out a few of the wrong entrees, you notice it and remind the caterer that's not what the customer ordered. You ask them to make more entrees and apologize to the customer. You see if the catering business will drop their price because they made the mistake, so your customer isn't paying extra.
Describe effective communication strategies with;
- Internal customers (People you work with )
You can communicate effectively with work mates by regularly having meetings where everyone can bring up ideas and exchange new ones. Presentations or functions can also be helpful for team events. Another good way is by having group emails go out or phone each other if needed. You could also use posters around the office and have news letters go home with team members.
- and external customers (People buying products)
When communicating with people buying the product or service, you'll have to talk over the phone or email. It's important you have a plan and visuals you can send out when asked about concepts or examples. There may be a messaging service you may like to use or prefer to use social media as a means to get in touch.
- Customers with special needs (include verbal and nonverbal considerations)
A great way to communicate with customers with special needs is body language, translator and using images/writing. If there is a language barrier, you could ask around for someone in the team who may understand different languages or ask to meet them in person if that helps.
Evidence of knowledge of new technologies used specifically for events to communicate with customers. Provide an example.
Design a workplace and 'Meet & Greet' policy. The policy must acknowledge response times and hospitality , travel and events industry standards.
When a customer comes into your business, its important they be greeted upon their arrival after they have had a few seconds to look around. Be polite and always smile too.
Some business owners like to use bells or door detectors that allow them to know that someone has entered the place. An employee should then go up to the customer and see if they need any help looking around. However, don't hassle the customer if they don't need assistance.
Design a workplace 'Customer Enquiry' policy. The policy must acknowledge the travel, hospitality and events industry standards.
Customers must have contact details or forms they can fill out for enquiries. As a business, these should be followed up as soon as possible. All questions or complaints should be answered politely and correctly informing the customer. If you can go that extra mile to make the customer happy you do!
No comments:
Post a Comment