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Araya Singhsuwan
Operations Manager
We set the benchmark for customer service & sales excellence at Golf clubs, Sports Clubs, Spa’s, Events, F&B and Hotels.
We deliver globally leading Customer Service Analysis and Training. Pioneering Member & Visitor Surveys, Mystery Shopper Audits & Staff Training within the hospitalities business.
Our Partnership
➢build a great facilities
➢Build a very beautiful course
➢make sure your greens are fast
What’s next ?????
How can we make our customer happy ?
Your staff have ‘direct interaction’ with your customers…
Services & sales etiquette
➢direct impact on the customer experience
➢ their satisfaction➢ultimately impacts revenues
and profit.
Your valuable assets is “People”
Services & Sales Etiquette
Why services & sales etiquette is so important ?
We’re Human
We want to feel important
We love social iactivities
We like interaction
Like to be “part” of the group
Services & Sales Etiquette
Think about when you go to a 5 star hotel or Michelin star restaurnt ….
Services & Sales Etiquette
Make your customers feel..
➢Special
➢Important
➢Friendly and welcome
➢Happy
When they are happy, they buy more and they’re happy to pay, fact !
Services & Sales Etiquette
Your most valuable resource is ”Human resource”
We all are capable of ”Learning”
➢Teaching and training
➢Experience
They can be trained and developed !
Develop your people
Be S.M.A.R.T :
➢ Specific ➢ Measurable ➢ Attainable➢ Relevant➢ Timely
It is highly important to be measurable on development processes
Services & Sales Etiquette
There are three Key areas :
1. Staff Attitude
2. Staff Sales
3. Staff Processes
Make the invisible become visible
Services & Sales Etiquette
Staff Attitude
Smile/eye contact/attitude/ attentive/engaging
Podium 95% Focused 82% Non focused 45%
Have you been before previously and offered directions?
Podium 100% Focused 70%Non focused 59%
Correct closure ?Podium 100% Focused 89% Non focused 50%
Services & Sales Etiquette
Sales Staff
Tried to upsell other items (hire golf cart/accessories/ coffee etc.)
Podium 100% Focused 56% Non focused 22%
Entering into the sales process in an engaging way?
Podium 33% Focused 28% Non focused 26%
Convey features of the product and link to needs of customer
Podium 58% Focused 22% Non focused 20%
Services & Sales Etiquette
Staff Processes
Podium 83.5% Focused 71.1% Non focused 42.2%
• Accuracy of booking• Establish details for enquiry• Shop - till area’s cleanliness &
decorations• Club and shoe cleaning service• Ranger managing speed of play• Food - dishes served together• Food - served within a
reasonable time
Enhancing customer service never stops
Work smarter at it with 59club
Measure it Train it Measure it again
Thank you for your time