Page 32 - FCEA Proposal For Airport VIP Concierge Service Concession 2022 (1)

• Bringing positive attitude: A simple smile is the biggest asset of our customer service team
members. Keeping a positive attitude is an essential part of the job. And the attitude of our host
& seller speaks volumes about our brand
• Listing to Customers: Requires active listening. And know how to reply, paraphrase, and ask
follow-up questions. Sometimes needing to clarify or summarize things that have already been
said
• Cultivating empathy be able to read every customer like an open book. To understand the
customer’s position and feel their emotions and from that point of view handle the customer’s
needs
• Understand the customers
• Focusing on customer needs
• Handling customer complaints
• Stress management during the process and reassuring an excellent service during the process

External Training:
• Programa di Excelencia di Aruba; “Mi compromise cu Aruba” by A.T.A.,
• “Service Excellence ku Zjeito”
• Courses by The Leadership Council
o Exceptional Customer Service
o Five Star Quality Service
o How to handle Irate customers & difficult situations
o Loyal customer is priceless
o Loyal for Life

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