Michigan State University Extension
Tourism Educational Materials - 33200131
06/06/02
Face to Face: Tourism Hospitality Training
AG-128-01-93
University of Arkansas Cooperative Extension Service
Face to Face - Student Manual
Michael A. Hedges
Extension Specialist-Commercial Recreation
University of Arkansas Cooperative Extension Service
Little Rock, Arkansas
Kay Kilgore
Training Officer
Arkansas Department of Parks & Tourism
Little Rock, Arkansas
Jennifer Roberts
Field Interpreter
Arkansas Department of Parks & Tourism
Little Rock, Arkansas
This project is a joint effort between the University of
Arkansas Cooperative Extension Service and the Department of
Parks & Tourism
The Arkansas Cooperative Extension Service offers its
programs to all eligible persons regardless of race, color,
national origin, sex, age, and is an Equal Opportunity
Employer.
GETTING STARTED
When work is over, YOU become a customer. You depend on
other people to provide services to you and your family.
Think about your last trip to the grocery store, or how you
felt standing in line at the bank or gas station.
HOW DO YOU WANT TO BE TREATED?
WHAT IS IMPORTANT TO YOU AS A CUSTOMER?
WHAT MAKES YOU ANGRY OR DISSATISFIED WITH THE SERVICE YOU
RECEIVE?
WHO ARE YOUR CUSTOMERS?
Sometimes our customers are NOT people who pay us money for
a product or service. For some of us, our customers can be
fellow employees, vendors, stockholders, volunteers, etc.
But no matter where we work, we all have customers! Think
about the people you serve-- WHO ARE THEY?
HOW WILL YOU BENEFIT FROM PRACTICING BETTER CUSTOMER
RELATIONS? WHAT WILL BE YOUR PAYOFF?
GIVING GOOD DIRECTIONS
When people travel to unfamiliar places, one of their
biggest problems is finding their way around. There is an
"art" to giving good directions and that is what this
exercise is all about.
In a few minutes you will have the opportunity to practice
giving good directions to another employee, but first let's
review some of the basic principles of DIRECTION GIVING:
1. KNOW DISTANCES
Give the customer your best estimate of the distance to
his/her destination. "It's only two or three blocks" or "The
turn-off is about mile from here."
2. KNOW MAJOR ROUTES
Give the EASIEST, MOST DIRECT route. Avoid short cuts and
back roads YOU may know, but might confuse the customer.
3. KNOW LANDMARKS
Always give easy-to-recognize landmarks that can be seen DAY
OR NIGHT. Include a landmark that will let them know they've
gone too far. "You'll see a golf course on your left" or
"Cross two sets of railroad tracks." "If you cross the
river, you've gone too far."
4. GIVE DIRECTIONAL HELP
Tell the customer about "right turns" or "left turns" and
whether he will be heading east, west, north or south. "Keep
going west on Interstate 30 for about 3 miles until you see
the exit sign for Highway 65."
5. LET THEM REPEAT OR WRITE
Often, the customer will want to repeat the directions back
to you in his or her own words. Listen carefully so you can
correct misunderstandings. If the directions are lengthy,
suggest the customer write them down.
6. PROVIDE AND USE MAPS
Sometimes directions are simple and can be given easily, but
a map is always VERY HELPFUL. Show the customer where he is
now--and where he wants to be. Marking the best route on his
map with a pen or pencil is even better!
LET'S PRACTICE!!
Giving Directions
INSTRUCTIONS: From your place of business, you and your
partner should take turns giving directions to the following
places:
The nearest hospital
The nearest post office box
A service station with a mechanic on duty
The public library
The closest fast food restaurant
The closest college
A campground or place to fish
The police station
WHAT ARE SOME OTHER PLACES YOUR CUSTOMERS ASK ABOUT?
PROJECTING A PROFESSIONAL WORK IMAGE
What does it mean to project a Professional Work Image? How
can this help us do a better job and feel better about the
work we do? The exercise below will help us begin to think
about these very important questions.
Please circle your response to the questions below:
YES SOMETIMES NO
1) Do you avoid chewing gum, tobacco or smoking cigarettes
in front of customers?
2) Do you avoid bringing your personal problems to work?
3) Do you try to have a pleasant expression on your face
when you're around customers?
4) Do you avoid spreading hurtful gossip at work?
5) When you answer the phone, do you speak slowly and
clearly-giving the caller your name and the name of your
company?
6) Do you try to always report to work with clean hair,
body and clothes?
7) Do you always use courteous words like "Thank you",
"please", "sir", or "ma'am"?
8) Do you apologize to customers for mistakes or
inconveniences (even if it wasn't your fault?)?
9) Do you know your community real well? Can you tell
others about its history, landmarks, recreation
opportunities, good places to eat, etc.?
10) Are you proud of the work you do?
11) Do you communicate with your supervisor, keeping him or
her informed about problems as well as good things that have
happened on the job?
12) Do you ever offer to help other employees when you are
caught up with your own work?
13) Can you give good directions to someone from out of
town?
14) Do you have the attitude that your group is all working
toward the same goal and that you should help one another
achieve that goal?
15) Are you a "friendly" person who enjoys meeting other
people?
Now go back and count the number of questions you answered
with "YES".
HOW GOOD IS YOUR PROFESSIONAL WORK IMAGE?
If you answered "yes" to 11-15 of these questions, your
Professional Work Image is VERY GOOD!! You care about your
job and your fellow employees and you're making a positive
contribution to your company. Keep up the good work!
If you answered "yes" or "sometimes" to LESS than 11 of
these questions, your Professional Work Image could use a
little work. However, you're in luck--This workshop can help
you get started!
16. There will be some differences in projecting a
professional work image for employees who work in an office
and those who work in the out-of-doors, for example.
IN YOUR OPINION, WHAT DOES IT TAKE TO PROJECT A PROFESSIONAL
WORK IMAGE FOR PEOPLE IN YOUR POSITION? (You may want to
refer to the list of questions above to help you answer.
WHAT DO YOU KNOW ABOUT YOUR COMMUNITY?
Out-of-town customers will ask you questions about your city
and surrounding community. WILL YOU BE ABLE TO HELP THEM?
Test yourself with this quiz:
How did this town get its name?
Where is the Chamber of Commerce located?
What is the population of this town?
Where is a nice place for a picnic?
Where can I go to do some fishing or camping?
What are some things our children would enjoy doing here?
We like to shop for antiques--are there any places in town?
We are looking for an inexpensive motel-- do you have a
suggestion?
I am back home now, talking to a friend. What do you think
I will say about you and your town?
LETS REVIEW - Handling a Rush
Next to each training point, write down what you learned
while watching the video segment "Handling a Rush"
1)
2)
3)
4)
TEST YOUR TELEPHONE HABITS
(Circle the Answer That Best Applies)
Always Usually Seldom
1) Before leaving my phone, I leave word where I am going
and when I plan to return.
2) I answer my phone promptly... before the second ring.
3) I identify myself at the beginning of the conversation
whether I am taking or placing the call.
4) I take care to speak directly into the telephone...
clearly, naturally and pleasantly.
5) I try to personalize my conversation by using the
caller's name as often as I can.
6) I try to be informative when taking calls for others.
7) I offer my help and assistance to the caller if the
person they are calling is not available.
8) When taking messages, I write down all essential
information and, if necessary, double check it.
9) If it is necessary for the caller to wait longer than
one minute while I leave the line. I offer to return the
call.
10) I thank the person for calling.
11) I return all calls promptly.
12) I treat all kinds of messages as important calls.
SCORING
Give yourself 4 points for every "Always" answer; 2 points
for every "Usually" and no points for "Seldom"
48 - 40 Nice going! Your telephone personality is winning
customers for you.
39 - 29 Not bad! But added effort will bring big rewards.
below 29 You're slipping! Concentrate on forming better
telephone habits. Keep this test-take it again in two weeks.
ANGRY PEOPLE
If you work with customers, sooner or later you'll encounter
one who is angry! The customer might be angry at you (we
all make mistakes!), the company itself, or another employee
the customer dealt with earlier.
No matter what the reason, it takes only two steps to deal
effectively with an angry customer.
FIRST
1) Deal with the customer's FEELINGS
THEN:
2) Deal with the customer's PROBLEM
It's important to DEAL FIRST WITH PEOPLE'S FEELINGS. Fixing
their problem but ignoring their feelings may leave the
customer still feeling angry and dissatisfied.
Once your customer recognizes that you're on THEIR side and
that you care, they will calm down and be easier to deal
with. They will get past the "I'm mad" stage and begin to
give information you'll need to solve their problem.
To be good at dealing with your customer's feelings, you
must develop your ability to EMPATHIZE.
What is empathy? The dictionary describes empathy as
"participating in the feelings or ideas of another person".
When you empathize, you try to put yourself in the
customer's shoes. You try to understand feelings FROM THE
CUSTOMER'S POINT OF VIEW!!
EXAMPLES OF DEALING WITH FEELINGS FIRST:
"I can imagine how frustrating it must have been when the
room next door refused to turn their music down, Mr. Rose.
I'm sorry that happened."
NOW - DEAL WITH THE PROBLEM:
"I'd be glad to speak with your neighbors, or if you'd
rather we can move you to another room. Which would you
prefer?"
WHICH OF THE FOLLOWING STATEMENTS EXPRESS EMPATHY?
Please circle your choices.
1) That's too bad, but it happens a lot around here.
2) I'm very sorry that happened to you.
3) I think you'd better calm down.
4) So what do you want ME to do about it?
5) I can see this has been an inconvenience to you. I'm
sorry.
6) Well, you don't have to get all huffy about it.
7) Look buddy, it's not MY job.
8) I can see this is a real problem. Let's see what we can
do to fix it.
9) It seems you have a right to be upset. I apologize for
the mistake.
10) This isn't too bad, you should have the last guy's
problem.
Have you ever dealt with an angry customer? Tell what
happened and how you dealt with it:
EXPLAINING AND ENFORCING
Unpopular
RULES AND PROCEDURES
Every place of business has certain rules or ways of doing
things that cannot be changed even though it causes problems
for a customer.
Examples:
1) Many hotels will give a customer's room away if they
haven't checked in by a certain time and the room was not
prepaid.
2) Many public places such as grocery stores, banks,
government offices, etc., will not allow smoking.
3) Many clothing stores will not give refunds after an
article of clothing has been worn.
When a customer complains or becomes angry because of a rule
or procedure you must enforce keep this in mind:
Don't take the criticism or anger PERSONALLY.
Remember, the customer is mad at the rule, not at you!!!.
TECHNIQUES FOR ENFORCING UNPOPULAR RULES OR PROCEDURES
1) DEAL WITH THE CUSTOMER'S FEELINGS. If the customer was
inconvenienced, apologize on behalf of the company.
2) EXPLAIN WHY the company follows this rule or procedure.
If you don't know why, FIND OUT! Make it your business to
know all about the issues that affect your customers.
3) OFFER AN ALTERNATIVE, if possible. Make a suggestion of
something else the customer might do. They may not take your
suggestion, but at least you haven't left them hanging.
Let's Practice!
INDICATE WHICH OF THESE TECHNIQUES CORRESPONDS TO THE
FOLLOWING PHRASES:
1) Acknowledge feelings & apologize if necessary
2) Explain why the rule exists
3) Offer an alternative, if possible
I'm sorry this is taking so long, I can see you're in a
hurry.
We've divided up our restaurant into smoking and nonsmoking
sections so ALL our customers can be satisfied and enjoy
their meals.
We don't make repairs in our store but I can help you find
the nearest service center.
We've had to increase our charge for electrical hookups in
our campgrounds because the cost of electricity has risen so
much.
I can't give a refund or exchange without your sales slip.
I'd be glad to hold this item for you until you can bring it
in.
I'm sorry this has been such an inconvenience.
PUTTING IT ALL TOGETHER
Using all three of the techniques you have learned in
"Explaining & Enforcing Unpopular Rules", make up a response
you would say to the customer in the following situations:
1) A man wishes to pay for his purchase with a credit card
your company does not accept.
2) A family of 7 wants to stay together in one motel room.
You must refuse because of local fire regulations.
3) A man wishes to bring a bottle of wine into your
restaurant to have with his meal. You must refuse because
your restaurant is in a dry county.
4) You see a family unloading a picnic lunch at a site
reserved for campers only. It will be a busy weekend and you
know these campsites will begin to fill up quickly.
5) A lady asks you, the lifeguard on duty, to teach her son
how to dive. You know this is not allowed because it would
mean taking your eyes off the pool which is full of
swimmers.
AG-92-5-92
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