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8/7/2019 BEING A FRONTLINER1 dccp
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BEING A FRONTLINER
Minnie Brillante-NullarResource Person
Front Office Services TESDA Assessor
Tour Guiding Services TESDA AssessorBasic Baking TESDA Assessor
Housekeeping NCII
Ph D Candidate (summa cum laude)
MBA (summa cum laude)
BS Foreign Service major in Tourism
BS HRM in progress
CATCH Training Center
Dept of Tourism Licensed Tour Guide
ECT Owner (event organizer)
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Are you a frontliner?
Why is it needed?
How do we work on it?
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Todays Thought
There is only one boss, and whether a person shines shoes for
a living or heads up the biggest corporation in the world, the
boss remains the same. It is the customer!
The customer is the person who pays everyones salary
and who decides whether a business is going to succeed
or fail. In fact, the customer can fire everybody in the company
from the chairman (CEO) on down, and he can do it simply by
spending his money somewhere else.
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Do you know this umbrella?
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How to deal with this dilemma:Have we done what we said wed do?
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Lets have Reality Check?
OK, So What Is This Stuff?
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Whats more Important?
Knowledge?
Skills?
ATTITUDE?
PERSONALITY!!!!
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Time never was
when man was not
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And ever
since man took his
place in the form of
flesh , the Christ has
been manifest in flesh
at first of every age."
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SUCCESSBREEDSSUCCESS
- Mia Hamm, American gold medalist in Soccer
ROWING HARDER DOESNOT HELP
IF THE
BOAT IS
HEADED
IN THE
WRONGDIRECTION
- Kenichi Ohmae
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Developing Habits
A habit is defined as the intersection ofknowledge, skill, and desire.
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Developing Habits
KNOWLEDGE is understanding what to doand why do it
SKILL is knowing how to do itDESIRE is motivation or wanting to
do it.
To make habits, we need to develop
all three components!
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PERSONALITY
CHARACTER
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Seven Habits of Highly
Effective People
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HABIT 1
BE PROACTIVE
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HABIT 2
BEGIN WITH
THE END INMIND
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HABIT 3
PUT FIRST
THINGS FIRST
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HABIT 4
THINK WIN-WIN
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HABIT 5
FIRST TO
UNDERSTANDTHEN TO BE
UNDERSTOOD
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HABIT 6
SYNERGIZE
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HABIT 7
SHARPEN
THE SAW
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We are not in control, principles
control. We control our actions, but
the consequences that flow fromthese actions are controlled by
principles.
Stephen J. Covey
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A Challenge
To you, what do you mean by
CUSTOMER SERVICE?
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Do You Know Why They Leave? 1% die
.
3% move away.
5% develop other relationships.
9% leave for competitive reasons.
14% are dissatisfied with
product or service. 68% leave because of rude or
discourteous service.
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Good Customer Service
Good customer service means:
Providing a quality product or service
Satisfying the needs/wants of a customer
Resulting in a repeat customer
Good customer service results in: Continued success
Increased profits
Higher job satisfaction
Improved company or organization morale
Better teamwork
Market expansion of services/products
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Customer Service
Good customer service = Lasting relationships
Average customer service = Steady
relationships that could be lost
Poor customer service = Lost business
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Communication.
Customer Sensitivity.
Decisiveness.
Energy. Flexibility.
Follow-up.
Impact. Initiative.
Integrity.
Competencies (1 of 2)
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Competencies (2 of 2)
Job Knowledge.
Judgment.
Motivation To Serve.
Persuasiveness/Sales.
Planning.
Resilience.
Situation Analysis.
Work Standards.
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The Customer Wants You To
. . . Invite me back.
. . . Listen to me.
. . . Value me.
. . . Greet me.
. . . Help me.
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Lets Take A Look Under The Hood
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AND WHAT ABOUT YOU???
7/7/2009 Dealing and Working with Difficult People/ Abel M. 32
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Its all about ATTITUDE!
You are not going to change THEM.
You will have to work with THEM.
You are the one who can make thechange.
Make it happen!
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HOW DO WE COMMUNICATE?
????
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Communication Skills
Language proficiency
Avoid using highfalutin words, use
simple, easy to understand wordsTry to get rid of regional accent
Use synonyms to explain, to describe
somethingUse non-verbal communication in adifficult thing or situation
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Speak audibly, not too soft and not tooloud
Conduct your commentary in a relaxed,entertaining manner (they came here toenjoy, remember)
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QUICK AND
EASY VOCALWARM-UPS
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ZOUNDS!
Stretch and yawn; holdthe endingah sound; relax yourthroatand jaws
Chewthe letter No bothsidesofthe
mouthShake out yourface andlips,highandlow
Feeldifferentpartsof your mouthandnasalpassages vibrate
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Lets try these different sounds
MMMMMMMMMMMMMMZZZZZZZZZZZZZZZZZZZZZZZ
EEEEEEEEEEEEEEEEEE
NNNNNNNNNNNNNNNNNVVVVVVVVVVVVVVVVVV
ThThThThThThThThThThThThThTh...
MumMumMumMumMumMumMumMumMumMumMumMum
Mum7/7/2009 39
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Open your mouth, eyes, and face as wide as you can onthe last syllable of:
Mumula Mumula Mumula
Mumula MumulaMumula
Mumula MumulaMumula Mumula Mumula
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TOUNGUE TWISTER
This long tongue twister containsmany buzz sounds and difficult
consonant combinations. It ispossible to say all in one breath ifyou use diaphragmatic breathing
and carefully control the volume ofair expelled. Articulate every sound!
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Obviously in small bites.
How am I gonna eat this elephant?
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How We Receive Information
Speaker says 120 wpmthe listener can
absorb80wpm.
Our eyes see the equivalent of50million words per minute 10,000,000times more than we hear.
Humans use some25
0,000 facialsignals and 700,000 physical signalswhen communicating with one another.
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Communication is the key...
Be clear about what is to be done.
Be clear about who is to do it.
Two parts to the message
Speaker has an image
Listener has an image
Are they the same?
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Enough With that Already !
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SO WHAT CAN YOU DO ABOUT IT
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In times of drastic change, it is thelearners who inherit the future. Thelearned find themselves equipped to
live in a world that no longer exists. Eric Hoffer
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Performance Metrics
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What about FO NCII?
Coping up with the
Four (4)Certification ofCompetencies
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LETS HAVE
ONE
BY ONE
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1. Reception and
Inquiry and ocular
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Accommodation
Check in andcheck out
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2. Reservation
Walk-inPhoneLetter
Electronic message
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Reservation Computerized???
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3. NIGHT AUDIT
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4. Porter Service / Bell service
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Thank You!!!
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