FO LESSON 2 topic 1

• Is the provision of service to customers before, during, & after purchase.

  Greet Customers/ Guests
• According to Turban et al. (2002), it is a series of activities designed to enhance the level of customer satisfaction

  Greet Customers/ Guests
• SPECIFIC SKILLS that an employee can master to "WOW" the customers

  1. PATIENCE
  2. CLEAR COMMUNICATION SKILLS
  3. ATTENTIVENESS
  4. KNOWLEDGE OF THE PRODUCT
  5. ABILITY TO USE "POSITIVE LANGUAGE"
  6. TIME MANAGEMENT SKILLS
  7. ACTING SKILLS
  8. ABILITY TO "READ" CUSTOMERS
  9. A CALMING PRESENCE
  10. ABILITY TO HANDLE SURPRISES
  11. GOAL ORIENTED FOCUS
  12. PERSUASION SKILLS
  13. CLOSING ABILITY
  14. TENACITY
  15. WILLINGNESS TO LEARN
• It is the most important skill hospitality personnel must have within. This is the ingredient to growing & improving.

  willingness to learn
• A great work ethic & having the willingness to do what needs to be done is a key skill when providing the kind of service that people talk about

  tenacity
• This is one a lot of people didn't see coming! Experienced hospitality personnel know that oftentimes

  persuasion skills
• being able to close with a customer means being able to end the conversation with confirmed satisfaction

  closing ability
• It is having the ability to stay calm & even influence others to be calm when things get a little hectic


  a calming presence
• this meant being caught in a situation that is new and alien to you.

  ability to handle surprises
• This may seem like a strange thing to list as a customer service skill, but I assure you that it is vitally importan

  goal oriented focus
•  That is why it is essentially important to say the right words & be choosy in your choices of words when dealing with a customer.

  ability to use positive language
• It is important that an employee spends time to each customer;

  time management skills
• Hospitality people need to, under all circumstances wear their happy face. There is no exemption to this rule

  acting skills
• You won't always be able to see customers face-to-face, & in many instances you won't even hear a customer's voice


  ability to read customers
•  it's also important to the business at large: great service beats fast service every single time.

  patience
• the ability to really listen to customers is so crucial for providing great service for a number of reasons

  attentiveness
• When it comes to important points that you need to relay clearly to customers, keep it simple and leave nothing to doubt.

  clear communication skills
• The best forward-facing employees in your company will work on having a deep knowledge of your product works

  knowledge of the product
• TIPS ON HOW TO GREET CUSTOMERS

  1. smile with your greeting
  2. show, don't tell
  3. stop what you are doing
  4. ask questions