Page 15 - Congressional University

8STEPS TO QUALITY SERVICE
1. Warm Greeting and Friendly Responses
When Members or guests meet you or the team face to face, make them feel that you’re pleased to see them and happy to help. We also present the same greeting and friendli- ness during our phone conversations.
2. Make Great Impressions and Belonging
Promote the sense that we are invested in their needs and readily available to assist the members and guests at anytime. Use their name and keep focused on the member. Offer a pleasant and energetic welcome and a warm good bye. Do you best to follow up on a topic in a prior conversation so they know how much you care.
3. Listening
In addition to anticipating needs, listening is probably the most important skill to develop when dealing with members. It’s been said that people are either speaking or waiting to speak. In order to build rapport, it’s important to listen and show that you’re listening. People like good listeners; listening gives you information and indicates to the members (and guests) that you’re interested in them and value what they say.
4. Someone to know their name
As mentioned before, name is one of the sweetest sounds they’ll ever hear. If you use a members/ guests name when you talk to them, it indicates that you recognize them as an individual. We
all must work on learning names and use the proper processes to gain name and additional information about guests. They too want to feel at home. Don’t use it too often as it can become irritating, but de nitely at the start and the end of a conversation. Try for three times.
5. Flexibility
Members do not like to hear the word ‘No’ or ‘It can’t be done.’ It’s not always possible to say ‘Yes’ to a member or do exactly what they want;
however, it’s important to be as exible as you can. Tell members what you can do, not what you can’t. And if appropriate, inform a supervisor for additional follow up.
6. Fast recovery when something goes wrong
When things go wrong (and they will go wrong), members want you to solve their problems quickly. They don’t want to hear excuses or who’s to blame, or why it happened, they just want it xed... fast. Own the issue and the solution. Member will often judge the quality of your service by the way you recover. They will even forgive your mistakes if you recover well.
7. They want to feel good
Overall, members come to The Club as their home away from home... just want to feel
good about their experience. They want to feel better after they’ve interacted with you, we are here to provide a boost! If you can create that feeling, then we are well on the way to delivering exceptional member experience. Smile, speak positively and with con dence. Show empathy and care. Anticipate needs, and always follow up where there is an opportunity.
8. Your Appearance and Demeanor
70% of communication is nonverbal. How you present yourself will go a long way in de ning how you feel about your role. A neatly pressed uniform, nametag, excellent grooming, using proper language, maintaining eye contact, calm and assuring body language and demeanor are the glue that makes the delivery outstanding!!!