Dealing with customers and colleagues

The rise of teamwork Traditionally there has been a strict division of responsibilities within an organisation. Now employers want their workers to be flexible and expect them to fill a variety of roles within the organisation. This has given rise to the concept of teamwork. Match the benefits of team working with their correct examples: The benefits of team working Improved productivity Workers do more work in the same time frame Improved quality Workers are able to identify mistakes and remedy them asap Improved customer focus Workers can keep each other committed to satisfying the needs of the customers Improves innovation Workers can discuss ideas and come up with ways to improve the business Improves employee motivation Workers have their social needs met Enables multi-skilling and labour flexibility Workers can learn what other people are doing and so be able to do more than one task themselves Training Training is a process which involves increasing the knowledge and skills of a worker to enable them to do their job more effectively.On-the-job training is done in the workplace whilst they are working. It could include one or more of the following:–Watching another (more experienced) worker and copying them.–Mentoring, the trainee is paired with a particular person but works without direct supervision. They can call on their mentor for advice and guidance.–Job rotation, the trainee would spend time in different departments. They will gain more skills and a broad knowledge of the business.Off-the-job training is done away from the workplace. It could include one or more of the following:–Workers going to college or university one day a week.–Small groups of managers travelling overseas to learn about new techniques.–Attending a conference or one-off training session. Team working has grown in importance because employers want their employees to be more... Organised Flexible Inflexible Perceptive One benefit of teamwork for the organisation is that it improves... Productivity Revenues Consumer loyalty Consumer satisfaction An important benefit for both the organisation and the employees is that it improves employee motivation, this means that they are happier to work and have greater job.... Rotation Satisfaction Enrichment Enlargement Another benefit for the organisation is that flexible employees provide the business with the option of... Growing Consultation Multi-skilling Training The process that involves increasing the knowledge and skills of a worker to enable them to do their job more effectively is known as what? Training Education Learning Teaching On-the-job training is done in the... Conference University College Workplace Training Sort the following advantages and disadvantages into their correct groups: On-the-job advantages (4) Output is being produced Relevant because trainees learn by actually doing the job Cheaper than other forms of training Can be easy to organise On-the-job disadvantages (4) Output may be lost if workers make mistakes May be stressful for the worker - particularly if working with others Staff may get frustrated if they are 'unpaid' trainers Could be a danger to others, e.g. surgeon or train driver Off-the-job advantages (4) Output is not affected if mistakes are made Learning cannot be distracted by work Training could take place outside of work hours if necessary Customers and others are not put at risk Off-the-job disadvantages (4) No output because employees do not contribute to work Some off-the-job training is expensive if provided by specialists Some aspects of work cannot be taught off-the-job It may take time to organise Courtesy, tact and diplomacy Courtesy = (noun) polite and pleasant behaviour that shows respect for other people, (adj) it is provided free and at no cost to the person using itTact / Diplomacy = (noun) the ability to deal with people without offending or upsetting them.Organisations have many opportunities to interact with their customers and they want to achieve a high level of customer satisfaction.Each interaction can be regarded as a ‘moment of truth’Guest Cycle = the moments of truth that a guest staying at a hotel will experience as categorised by different stages of the experience:–Reservation–Registration and history The Guest Cycle Sort the following interactions into their correct stage of the guest cycle: 1) Reservation Before the guest arrives the hotel must have a guest reservation record The record helps to personalise guest services appropriately (i.e. duration of stay, room type, meal preferences etc) 2) Check-in The receptionist determines the guest’s reservation status The guest finalises the reservation record (e.g. by handing over passport, providing a signature) 3) Occupancy The guest experiences the full range of hotel services Guest purchases at different parts of the hotel (i.e. restaurant etc) are transferred to the guest’s account for settlement on departure 4) Check-out The guest vacates the room They receive an accurate statement of the guest account and pay any outstanding amount Return room keys Leave the hotel All guest details and history remain on the hotel’s database for future reference, in the anticipation of repeat business Complaints A complaint is very often a misunderstanding and so it is important to not make the guest feel guilty that he has wasted the company’s time. It is more economical to deal with the complaint properly and retain a happy client than having to advertise for a new client. The complaint may not be directed specifically at the person who answers the complaint but as a representative of the business they may have to deal with it. Make sure that what gets promised gets done. Keep a record of the complaint taken for future reference as another member of staff might deal with them in future. Complaints will be monitored by the organisation as they give a clear indication of the current state of customer service standards and highlight areas in need of improvement. When these various operational procedures are running smoothly throughout an organisation, customers will be well served and the business will grow. Factors to consider when dealing with a complaint 1) Listen carefully and keep an open mind. Some complaints are genuine whilst others are not.2) Apologise in general terms first (a more specific apology might come later). Let them know that the matter will be fully investigated. Try to view the complaint from the customer’s viewpoint.3) Never argue! Getting involved in an argument will not solve the problem and is likely to make things a lot worse. If you cannot find a solution to the problem then refer the issue to a supervisor Agree the solution with the customer so that the customer is fully aware of what will happen and will, at least, have had the opportunity to give their basic approval to the solution.