章節 212: Lesson No. 1
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PRESS - Preparation requisition of expected sales and services
(-) transparency
(-) participate
(-) listen carefully
(-) teamwork
(-) dedication
*American Culture - way of living, customs, belief and tradition
Similarities with Filipinos - Hardworking
American: Businessminded/Workaholic
Filipino: Happy Go Lucky
American: Protestant
Filipino: Catholicism
American: Superiority Complex
Filipino: Inferiority Complex
Our Service Mentality Should Be:
1. Empathy
2. Enthusiasm
3. Ownership
4. Responsibility
5. Adaptability
6. Finding Balance
7. Resilience - *ability to get back after customer's issue/ability to recover
*Empathy
- identification of feelings, situation and motives.
"We care how things turns out because the character cares; our interest comes from empathy."
- John Gandra
*Enthusiasm
- It greatly affects on agent's effectiveness and success.
- Enthusiastic agents enjoy being proactive to go for the "extra mile" to help the customer.
**thinking out of the box
**exceeding limitation
*Ownership
- We own the problem, we own the solution.
- We own the problem, we are committed to the resolution.
**Opening Spiels:
"I'll be more happy to find alternative flights that work for you."
"Just give me about a minute to find the best schedule for your trip."
*Responsibility
- It is important to be considerate and responsible to our co - workers as it is to our customers.
*Adaptability
- Is changing your approach to each type of customer
(-) "The surest certainty of the world today is that it will change tomorrow."
---> to success, one must ready for what comes the next.
*Balance
- to achieve balance, just know that you can always acknowledge the feelings of your customer even when you disagree with the facts presented.
*Resilience
- Remain calm throughout adverse situation, recover quickly and don't show signs of discouragement.
- Never take it out on the next caller or next co-worker.
Guest Connect Objective:
1. Immediate Impact:
- This is how the customer feels about the situation and if they were listened to.
2. Secondary Impact:
- This is what people will tell their friends/colleagues about their experiences
3. Long Term Impact:
- Will the customer book with [travel agency]?
- Every call is important
Five Steps of Guest Connect Process:
(1) Greeting
(2) Discovery
(3)Tailored Solution
(4) Address Concerns/Process Solution
(5) Closing
*High Resistance:
(-) Greeting
(-) Discovery
(-) Tailored Solution
*Receptivity:
(-) Address Concerns/Solutions
(-) Closing
***Tone of the Voice:
(-) Friendly
(-) Confident
(-) Sincere
(-) Knowledgeable
(-) Professional
***Opening Spiel:
"Thank you for calling. My name is [ Your Own Name]. May I have your name please?"
"Thank you, [Customer's Name}, how may I help you today?"
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