Shingai's Sandpit

Section outline

• Making a home page
  

  Collapse all Expand all

  

  Nau te rourou, naku te rourou, ka ora te manuhiri .

  With your food basket and my food basket, the visitors will be fed

  Kia Ora and Welcome: 

  This course is part of the New Zealand Diploma in Hospitality Management (Level 5)  and the New Zealand Diploma in Tourism and Travel (Level 5) 
  

  The purpose of this qualification is to provide the tourism and hospitality industries with graduates who are able to effectively work as managers, supervisors or team leaders  across a range of contexts. These managers will be multifaceted, can contribute to the effective implementation of business processes and proactively support and enhance the visitor experience. 

  • Why: 

    A welcome message, usually posted on the home page of your course, contains orientation and housekeeping information that is often presented during the first day of a traditional, face-to-face course. See this welcome message example. 

    A detailed welcome message will: 

    • help students become familiar with the learning outcomes and purpose of the course. 
    • set the stage for continued, positive interactions between you and your online students. 

    How: 

    1. Create a label on your home page. 
    2. Write a short outline of the course purpose and what skills students will gain from completing the course

  •   Think about...

    You will deliver successful service through your effective communication skills, positive attitude, patience, and willingness to help the customer.  Your ability to focus on the situation or problem and not on the person will be a very important factor in your success.  

    • What are the customers' expectations when purchasing a product or service?
    • What are the differences between telephone and face-to-face communication?
    • What are the appropriate body languages and words to use when talking to customers? 

• Learning outcomes
  

  Course Aims:

  The aim of this course is to embed a working knowledge of the industry, its key components, challenges and the place of people within the world of tourism and hospitality. 

  Learning outcomes:

  On successful completion of this course, you will be able to:

  1. Explore the breadth and diversity of the global, national and local tourism and hospitality industry.
  2. Investigate key aspects of the operational and regulatory environment of tourism and hospitality and its impact on the industry.
  3. Examine the structure of the New Zealand tourism and hospitality industry.
  4. Compare and contrast the professional attributes and expectations of a range of job roles within tourism and hospitality.

  •   Think about...

    You are bound to encounter situations where one-to-one complaints are received.  This may be over the telephone or face to face with a customer. Understanding how you can respond in these situations is important.  The approach from your customer might be mild or forceful.  

    • What is the difference between handling customers over the telephone and face-to-face?
    • Does your organisation having a system in place for dealing with complaints?
    • Do you have a personal complaint strategy?
    • When you handle complaints, does your attitude reflect your organisation's philosophy?
    • Are you empowered by your organisation to resolve complaints quickly and conveniently?
  • The plus side of customer complaints

    It is unrealistic to think the customer is always right, however the customer is always the customer. When it comes to pleasing customers it doesn’t matter whether they’re right or wrong.  What matters is handling the complaint and solving the problem.  Remember - customers are your organisation’s greatest asset. Customer complaints are good as:

    Customer complaints which are handled effectively are often good for an organisation due to the following reasons: 

    • a chance to increase the value of your product or service
    • improve the operation of your business
    • strengthen customer relationships and enhance customer service
    • satisfied complainants can be as, or more loyal than customers who did not have a problem.
    • repeat business
    • increased profitability of the business
    • solid reputation
    • reduce client dissatisfaction
  • Types of difficult customers

    Before learning how to handle customers' complaints, let's have a quick look at the different types of difficult customers and possible approach that you can take when you are handling them.

    Please click on the icon to see the details.

  • Topic forum: Difficult person

    Go to the topic forum. Choose ONE scenario and answer the following questions:

    1. Type of difficult person
    2. Response

    Scenario #1

    You sit at the enquiry desk of an insurance company. Martha comes striding up to your desk, her face red. She bangs her fist on the table and shouts “I am sick of this company! I’ve had enough!” She then proceeds to dump a pile of shredded paper out of a large bag on the floor and says “You say you need the paperwork – well here it is!”

    Scenario #2

    You work in a car repair garage and a customer has called you about an account. You go through each item on the account to explain how the bill is made up, but during the conversation the customer interrupts constantly with words like:

    • Listen, don’t try to trick me. I used to be an accountant.
    • I know that you people are out to get me and my money.
    • Look, you can’t fool me about the cost of spare parts. You’ve added at least 500% to the cost.
    • All you repair people are cheats.

    He does not seem to listen to a word you are saying.

    Scenario #3

    You are fielding calls for the CEO of the company who has given strict instructions not to be disturbed except in an absolute emergency. You pick up the phone and hear:

    Difficult Customer: Hello, I’d like to speak to Mrs Arden. Put me through please.

    You: I am sorry but Mrs Arden has asked not to be disturbed. May I let her know who is calling?

    Difficult Customer: I am her best friend so you’d better put me through now!

    You: But … but Mrs Arden has given strict instructions not to be disturbed.

    Difficult Customer: Don’t be ridiculous. She obviously doesn’t mind speaking to me.

  • 

    Difficult person - Forum

    Mark as done
  • Complaint or not?

    How do you know if an expression of dissatisfaction is a complaint or not? You may use these three questions to determine whether you would classify the expressions as complaints:

    • Do I need to take special action to resolve the matter?
    • Am I required to do more than just provide the routine service?
    • Am I required to do more than just providing routine information?

      Think about...

    Think of the following expression of dissatisfaction. Is it a complaint or not, and why do you think so?

    • "I am returning this library book because pages 125 to 149 are missing. You really should be checking these books more carefully."
    • "I want to update my address details."
    • "Your maintenance worker walked across my carpet and left grease marks embedded in it.  I want someone out here to measure up and replace the carpet."
    • "I love the dress in your catalogue, but I want it in purple.  I only wear purple.  I am known as ‘the purple’ lady to all my friends.  If you don’t have it in purple I am going to make trouble."
  • Activity

    Self-reflection: Difficult customer situation

    There are two ways of diffusing situations - proactive or reactive. Proactive is when you anticipate potential problems and take steps to minimise difficult situations from happening. Reactive is when you deal with the problem as it arises and wait for the situation to disappear. 

    1. Which are you naturally?
    2. Which is your department/organisation?
  • Complaint Handling

    No matter how good you are at your job, you're going to encounter difficult customers from time to time. Dissatisfied and unhappy customers can result in a serious threat to the well-being of a business.

    The objectives in handling a complaint are to keep the customer, to resolve the complaint and to prevent the complaint recurring with this or any other client. It is most important that complaints are acknowledged immediately.  The more unhappy the client becomes, the more difficulty you will have in handling the complaint.

  • 

    Complaint Handling: course presentation File

    1.8 MB
  • 4 rules for dealing with conflict or difficult customers

    Rule #1: Listen

    Listen without interrupting (use good body language to show you are listening and you are empathetic). Get their name and use it.

    Rule #2: Empathise

    Empathise with your customer (use their name) – "Colin, I understand how you must feel..." (appealing to their right brain which is the emotional side). A customer doesn’t care what you know until they know you care.

    Rule #3: Ask questions

    Ask them permission to ask questions – this is to gain all of the information but to regain power in the situation (this is where you should also use the customer’s name. Can you remember the person’s name? Do you have a copy of the receipt? When did you ….? What is …?

    Rule #4: DO IT!

    Say what you are going to do to rectify the situation and DO IT – even if it means escalating to supervisor or manager. Don’t forget to follow up though to ensure manager/supervisor has done what you promised. NEVER overpromise and under deliver – it ruins the organisations reputation.
  • Using the customer's name

    Use a person’s name if you know it OR when dealing with a customer over any specific issue it is important to obtain their name and use it throughout the encounter.  Use of a name helps to build relationship which in turn builds loyalty and reputation.

    • Consistency builds trust
    • Trust builds reputation
    • Reputation builds loyalty
    • Loyalty increases the success of the business
  • Activity

    Difficult customer situation

    In a group of 2 - 4, discuss what key signs indicate that a difficult customer situation may be "developing"?

  • Customers say they highly value:

    • Having a problem fixed first time and on time
    • Having confidence that you know what you are doing
    • Not being blamed for the problem.
    • Concern being shown for their situation.
    • Being kept informed of progress.
    • Being advised what they can do to help avoid the problem recurring.
  • Complaint Strategy

    This six-step process assures your handling of complaints in a thoughtful, considerate manner.

    Step 1: Prepare Yourself

    • Be knowledgeable about company policy
    • Speak in a well-modulated vocal tone
    • Don’t personalise the caller’s complaint
    • Commit to the ‘adult behaviour’ style

    Step 2: Listen-Up!

    • Lend an empathetic ear
    • Hear what’s being said
    • Provide productive feedback
    • Make a note of relevant details

    Step 3: Establish a Rapport

    • State your commitment to service excellence
    • Obtain the customer’s confidence
    • Keen an open mind
    • Ask questions to clarify key points

    Step 4: Focus on Solutions

    • Be realistic about the problem
    • Use positive language
    • Determine what will satisfy the caller
    • Agree on a solution

    Step 5: Summarise and Close

    • Confirm the agreements you reach
    • Express empathy throughout the conversation
    • Be specific about the next steps
    • Consider sending written confirmation