cmrd staff

WELCOME !Let us begin with some FUN and GAMES ?

WHAT DO YOU SEE?

WHAT DO YOU SEE?

WHAT DO YOU SEE?

PERCEPTION• We have perceptions of Guest

Service.• Different guests may perceive service

differently!• This program will result in common

understanding.

Safety At Work

“Sir / Madam”

WARNING

Speaking in Hindi

Late Coming

“Yeah”

“Sure” Mobile phones

Let us introduce ourselves !

Guest Relations

Relationships are generally

Long

Informal

Personal

Are GUEST RELATIONS different?

Guest Relations

GUEST RELATIONS are

Short

Formal

Professional

Close Relationships are

Long

Informal

Personal

Guest Relations

If Guest Relations are SHORT, GUEST

RELATIONS

Short

Formal

Professional

Guest Relations

If Guest Relations are SHORT,

why spoil it?

You do not have any long term scores to settle with the guest!

GUEST RELATIONS

Short

Formal

Professional

Guest Relations

If Guest Relations are

FORMAL, GUEST RELATIONS

Short

Formal

Professional

Guest Relations

If Guest Relations are

FORMAL,

It should be kept formal,

and not made informal!

GUEST RELATIONS

Short

Formal

Professional

Guest Relations

GUEST RELATIONS

Short

Formal

Professional

If Guest Relations are

PROFESSIONAL,

Guest Relations

GUEST RELATIONS

Short

Formal

Professional

If Guest Relations are

PROFESSIONAL,

Show a professional pride in serving the guest, like a doctor, artist, advocate!

Guest Relations

GUEST RELATIONS

Short

Formal

Professional

What is your relationship with the guest?

THE PRINCIPLES OF SERVICE

• Our students pay our

salary

• Our attitude

determines the

degree of service we

perform

THE PRINCIPLES OF SERVICE

• Students come to us

for one reason – they

need service.

• The quality of the

relationship with our

students determines

their loyalty.

THE PRINCIPLES OF SERVICE

• We determine what students say about us and whether they become loyal or not

• Word of mouth advertising is more powerful than other advertising

THE PRINCIPLES OF SERVICE

• Our friendliness and

willingness to help is

in direct proportion

to our success

• Give solutions, not

excuses

THE PRINCIPLES OF SERVICE

• The student’s

perception is all

that matters

WHILE SPEAKING TO A STUDENT, MAKE SURE:

Standard Polite Phrases

You maintain EYE CONTACT and SMILE

Maintain GOOD POSTURE

Look ALERT and ATTENTIVE

WHEN THE STUDENT ASKS FOR SOMETHING THAT YOU CAN PROVIDE

Standard Polite Phrases

“Certainly Mr./Ms…(Sir/Madam), I will send it to your class room right away.”

“Certainly Mr./Ms…(Sir/Madam), I will ask the concerned staff to come and assist you.”

WHEN LEADING A GUEST / STUDENT

Standard Polite Phrases

“Please come this way Mr./Ms…(Sir/Madam).”

ALWAYS SPEAK IN COMPLETE SENTENCES

“May I know your name please, Sir/Madam?”NOT “Name Please?”

Standard Polite Phrases

IF YOU HAVE TO KEEP A GUEST WAITING BECAUSE YOU ARE BUSY WITH SOMEONE ELSE

AND REVERTING BACK TO THE SAME GUEST

“Good morning/afternoon/evening Mr./Ms…(Sir/madam), kindly excuse me. I will be back in a moment.” AND WHEN YOU RETURN… “I’m sorry to have kept you waiting. How

may I assist you?”

Standard Polite Phrases

WHEN YOU LIKE THE GUEST TO REPEAT WHAT WAS SAID OR WHEN YOU DO NOT UNDERSTAND

WHAT WAS SAID

“I beg your pardon Mr./Ms…(Sir/Madam).” “Would you kindly repeat that Mr./Ms…(Sir/Madam)?”

“Would you please spell that for me Mr./Ms…(Sir/Madam)?”

Standard Polite Phrases

Etiquette and Manners

Distance, speech, gestures• Maintain distance of at least 2 feet

• Speak softly and clearly• Avoid unnecessary movements of hands

and facial gestures

While talking to a student

• Stand Erect at ease

• Weight balanced on both feet

• Shoulders Straight

• Chest out/ Stomach in

Etiquette and MannersWhile Standing

POSTURE

• Keep hands on the sides or behind your back

• Do not keep hands in pockets or on the hips.• Do not cross arms across the chest.

• Do not lean against the counter

Etiquette and MannersWhile Standing

HANDS

• Maintain your poise always.• You may be in view of the student / guest,

even if you are not interacting.• Do not huddle together in groups.• Use the staff room

Etiquette and MannersWhile Standing

IF THE STUDENTS ARE NOT AROUND

ON TELEPHONE• Be aware of your conversation on the

telephone. Students may be watching & hearing.

• Never shout into the telephone.• Do not have long conversations, when

guests /students are waiting.

• Do not entertain personal calls, while at work

Etiquette and MannersWhile talking to colleagues

When in campus• Handle equipment without banging.• Stay calm. Do not get nervous or hurried.• Do not talk loudly or hold lengthy

discussions, in guest / common areas.• Do not talk in vernacular. Students will

misunderstand.

Etiquette and MannersGeneral

Some months (like October) have 31 days. Only

February has precisely 28 (except in a leap year).

How many months have 30 days?

11 Months

S T R E S S T E S T

We are going to show you a slide that has two dolphins. Those who are stressed have a distorted vision and cannot see two dolphins clearly.

Those who are normal will see two dolphins.

Telephone Etiquette

PICKING UP THE PHONE 

Telephone calls should be answered within 3 rings

WHILE SPEAKING ON PHONE ENSURE:

• Posture is correct

Telephone Etiquette

WHILE SPEAKING ON PHONE ENSURE:

•“Smile”, it will reflect in your voice •Voice is low pitched, well modulated and of right volume  

Telephone Etiquette

DURING THE CONVERSATION

•Speak in natural tone

•Keep mouthpiece one and half inch away from the mouth

•Do not cover the mouthpiece with your hand

Telephone Etiquette

DO’S

Be Polite

“Would you like to hold Mr./Ms…(Sir/Madam)?”

Use the guest name

“Welcome back Mr. Sharma”

Speak in complete sentences

“Would you give me the name please, Sir/Madam?”

Telephone Etiquette

Receiving a Call

“Good Morning/ Afternoon/ Evening, Reception, This is Shilpi, how may I assist you?”

Telephone Etiquette

RECEIVING A LONG DISTANCE CALL

Do not keep the guest on holdIf the extension requested is busy Inform the caller and ask whether the guest would like to hold or leave a message “I am sorry Mr./Ms…(Sir/Madam), the extension is busy, would you like to hold or leave a message?”

Telephone Etiquette

GETTING BACK TO THE GUEST

•Do not say “Hello” when you get back

• “Thank you for holding Mr./Ms…(Sir/Madam)”

CALLING A GUEST BACK

•Introduce yourself

“Good Morning, Mr./Ms… This is Rahul from reception, you asked for ………..”

Telephone Etiquette

WHEN CONVERSATION IS NOT CLEARLY UNDERSTOOD

“I beg your pardon, Mr./Ms… (Sir/madam)”

Telephone Etiquette

“Would you kindly repeat that Mr./Ms…(Sir/Madam)?”

“Would you please spell that for me Mr./Ms…(Sir/Madam)?”

IF THE EXTENSION IS ENGAGED

•“I am sorry Mr./Ms…(Sir/Madam), the extension is busy. Would you like to hold or leave a message?”

WHEN THE LINE BECOMES FREE

•“Thank you for holding Mr./Ms…(Sir/Madam), allow me to transfer your call”

Telephone Etiquette

“Thank you for calling Mr./Ms…(Sir/Madam). Have a pleasant day”Do not put the receiver down after you have thanked the guest. Allow time for the guest to say “bye” or “thank you”, before disconnecting. Always let the guest put the phone down first, and then you will do the same.

WHEN ENDING A CALL

Telephone Etiquette

Handling complaintsListen to the student

•Listen with concern

•Give undivided attention

•Maintain eye contact

•Avoid interruptions.

Handling complaints

Stay Calm

•Calmer you remain, the better chances you have to calm the student / guest

Handling complaintsApologise for the problem

•Some problems calls for an apology.

•Even if you disagree with guest, apologies make them feel better.

Handling complaints

Empathise

•Empathy means knowing how student / guest feels.

•Communicate the understanding of the problem.

•Use guest’s name & take complaint seriously.

•Do not argue or defend.

Handling complaintsAsk questions, take notes

•Learn details about the problem.

•Take notes, if complicated.

•Do not jump to conclusion, till you have all the information.

Handling complaints

Offer solutions

•Tell what you can do.

•Suggest several options, if possible.

•Do not promise what you cannot deliver.

•Emphasise what you can do, and not what you cannot.

IF A STUDENT / GUEST THANKS YOU

“My pleasure Mr./Ms…(Sir/Madam)”

“You are most welcome Mr./Ms… (Sir/Madam)”

Standard Polite Phrases