Midterm Assessment

Danielle Gagnon

Mrs. Slater

Customer Service

29 October 2010

Midterm Assessment

My friends and I were shopping for friendship bracelets last year.  We went to one store and we couldn’t find anything so we decided to go to one next to it.  We all walked through the door and not enough ten seconds inside of the store we heard, “you need to leave.  If you’re getting a drink get it and go.”  When we went back to the assistant manager she said they have the right to tell people to leave since they are a private property.  Needless to say I’ve never been back there and don’t plan on it.

The only possible service culture this business had was being a freezer.  There’s no better way to make someone never want to come back than to tell them to leave right after they entered the store.  They may have had job knowledge but they didn’t give us the opportunity to see that and they definitely did not have the proper customer service personality.

As well when we spoke to the assistant manager later she showed no concern for our situation.  She froze us out by having no personality and because it was clear that their business did not value their customers or believe in the adage that the customer is always right or comes first.

The second law of service states that “first impressions are the most important ones”.  This applied because their first impression made me not want to go back and I have not gone into another store of the same name since. 

They lost a potentially valuable customer and once I have a steady career and more disposable income I’ll still remember how they treated me and my friends.  That day they lost five customers and thus those five customers lifetime value not to mention the impressions that we gave our friends and family when we told them what happened.

They had no courtesy or empathy at all.  The employee we dealt with did not attend to our needs and had no manners at all.  If they really had an issue with us being in their store, no matter how illegitimate the reason may have been, they could have at least said please and they didn’t even do that.

When we went back to the store to speak with the assistant manager she had no empathy for what happened and didn’t even apologize.  She didn’t put herself in our shoes or attempt to make up for the poor service we received before.

In the first instance where we were told to leave it’s clear that the use of tactful language was not prevalent or effective at all.  In the second instance where we spoke to the assistant manager her language was less abrupt but still wasn’t what we should have heard.  She should have apologized and explained that there was a policy but should have said that she will discuss with her employees on how to properly put that policy into affect.

What the employee could have done would have simply been to ask us what we were looking for and remove all of their skepticism immediately.  The use of any attempt to receive feedback would have been much easier.

With the assistant manager she had us telling her exactly what went wrong and chose to do nothing about it.  Our feedback could have definitely improved their service and how their employees treat their customers or potential customers in our case.  They could have used what we said and trained their employees on the proper policies and the proper procedures of those policies and how to communicate with tactful language.

Serving Customers with Disabilities

What did the Embassy Suites Resort in Lake Buena Vista do to comply with the ADA?

1. List at least six things in the public areas.

-they put in lighted strips on stairs

-there are less inclined ramps to make it easier for guests with crutches and walkers

-vending machines are at an accessible height

-the gift shop is designed with t-shaped corners so it makes access with a wheelchair easier

-they have contrasting colours from the walls to the doors so that people with a visual impairment can find doorways and exits easier

-elevators have slower timers so that people don’t have to rush getting into the elevator

2. List at least eight things in the guestrooms.

-showers that have no lip at the bottom so people with wheelchairs or walkers can take them in the shower with them

-alarm clocks with larger numbers and with a voice feature

-they have emergency horns and flashing lights to alert guests with a visual or hearing impairment that there is an emergency

-padded pipes so that guests don’t burn themselves

-a vibrating alarm clock in the bed to wake guests up that may be hearing impaired in case of an emergency

-they have lower pedestal beds that are easier to get on rather than the usual large king sized beds

-light switches, towels and kitchen amenities are all placed at lower heights so that guests in wheelchairs can reach them

-grab bars are also in special locations in the bathroom to assist guests if they should need them

       What two pieces of equipment is available for use by guests with disabilities? 

A TDD or TTY is available for guests with a hearing impairment so that they can type their phone messages and read the responses.  Another piece of equipment would be an alarm clock that displays the numbers in large font and has a feature that will read the time to you if you press a button.  Another feature would be closed captioned television systems that have subtitles on the channels so that guests can read what’s happening while they watch.

       What special training did the staff in each department complete? Indicate at least seven specific things.

They were shown how to count money in different denominations and place them separately so the guest can file them correctly.  They were taught not to insist on helping people with disabilities but to ask if they would like your assistance.  They were taught that people with wheelchairs consider their wheelchair their own person space and touching their wheelchair or standing too close can make them feel uncomfortable.

The staff went through how it would be like to have to access things in a wheelchair or what it was like to be visually impaired by wearing glasses that block out light.  The housekeeping department was trained to make sure that they leave everything exactly where they found it so that guests can find it easily later.  They were also taught how to properly give directions if the person they were assisting were visually impaired.  Employees in food and beverage were taught how to correctly indicate to a person with a visual impairment where the salt and pepper is, for example

      Indicate two trends in hotels that may cause accessibility issues for a person with a disability. Be specific about the barrier created.

One would be when they put large furniture in a room.  This would make it difficult for a guest with a disability to maneuver around their room and if the guest were in a wheelchair than a king sized bed might be completely impossible for them to access and would limit their independence.

Another would be when people are trying to create a certain ambience in a lounge or other intimate setting by dimming the lights.  This could make it difficult for a visually impaired person to read the menu or find their seat or for a person with a hearing impairment to sign to an interpreter.

Question Three Response

One situation that I found difficult was when I was working this past weekend actually.  There was a lady who didn’t speak English very well and I managed to find her the right product but when she was asking about buying fish I found it very difficult to explain to her why she shouldn’t get that type of fish because more often than not they will die or be a nuisance.

In the end I gave her the fish but it was very frustrating because I knew she wasn’t aware of what she was getting herself involved in.  What I should have done was show her other fish and get her attention off those specific ones.

What I could have used from the film in this situation was definitely to be confident in what I was saying.  I tried to be confident in what I was explaining to her but I don’t think she understood what the fish were going to be like in her tank and how much maintenance they would be.

I should have adjusted my tone of voice to be more understanding and enthusiastic but confident.  It was probably too firm at times and not firm enough at others and the customer was just adamant at getting things done their way.

Also I used jargon a bit when I explained that the fish were livebearers.  I should have said that they have live babies every couple of weeks and could have up to forty babies at a time.

My tone of voice probably should have been more upbeat and enthusiastic as it is an interesting time when buying a pet but you have to find the right pet for you.

What should have happened is I should have told her in confidence why the fish would not be great in her tank and then go to show her other fish that would be better without referring to any jargon or if I have to explain it thoroughly.  I should also keep my tone of voice and body language in mind because I don’t want to send them the wrong message and in the end the customer needs to leave happy and have fish that will be around for a long time and that aren’t a nuisance.

Front Office: Exceeding Guest Expectations

1.            List five positive guest contact techniques.

-       Professional Appearance.

-       Consistent eye contact.

-       Friendliness.

-       Show courtesy.

-       Empathy: treat guests as individuals and understand their needs.

2.            List the three steps involved in anticipating guests' needs.

-       Read the Guest: fast or slow service?

-       Determine What Needs the Guest Has – pool, lounge, wake up calls.

-       Meet the Need Before the Guest Asks.

3.            To anticipate a guest's needs you must be able to "read" the guest.  What behaviours should you look for in reading guests? (list at least 3)

-       Hurried gestures, room accommodations, wake up calls, mannerisms, questions they ask and tone of voice.

4.            When serving seniors, it is best to speak distinctly and clearly.

5.            Guests from another country should be referred to by their nationality or as an international traveller.  Speak slowly and clearly and don’t use first names when assisting a guest from another country that may speak some English.

6.            What adjustments should you make when communicating with a deaf guest? (list at least 4 points)

-       Speak clearly, slow (but not too slow) and expressively.

-       Address the person with the disability not the interpreter.

-       Get their attention by raising your hands or taping them on the shoulder lightly.

-       When there isn’t an interpreter use pen and paper.

7.            Give an example of the directions you would give to a blind person, when directing them to the elevators. (make up the directions and be specific)

-       You would say something like continue straight for about 10 feet and turn left.  They will be right there and the button should be along the wall in front of you.

8.            What is the correct procedure for giving change to a blind guest?

-       Separate money into denominations and count them out into their hand or on the counter.  If you count them out on the country be sure to tell them where there located in reference to their right hand for example.

9.            What is the best way to address a guest with a disability when you feel they may require assistance?

-       Ask them if they want help.

Extra Questions

10.         Give an example of how a restaurant server would familiarize a blind guest with the items on the table. (e.g. where the salt and pepper are etc.)

-       They could either tell them that it’s at 1:00 to your right or that it’s right in front of your right hand.

11.         How would you assist a blind person when climbing stairs?

-       Let them take your hand and start at the bottom and walk up the stairs a half step faster than them.

Serving Customers with Disabilities

One tip that I would give my staff if they were assisting someone with a disability would be to let them talk for themselves.  When I’m being picky about what to eat and my mom makes suggestions for me and talks for me it drives me crazy so I can definitely relate to that.  If they want help they are not afraid to ask for it because chances are they have to many times a week.

Try to visualize yourself in their situation.  They have lived with their disability and become accustomed to it and have worked hard at getting routine tasks down pat.  They see themselves as being like everybody else because it’s what they are used to therefore you should see them as being just like you - independent.

Don’t categorize them and make them do something they don’t want to do.  It’s fine to have a section available for them if they need it such as an area that can comfortably seat a wheelchair but if they don’t want to sit at the front where it may be easier for them, don’t force them to just give them the option.

It is extremely important to not draw attention to their disability.  If you had acne you wouldn’t want anybody staring at that, so don’t stare at them because it’s just the polite thing to do.

When dealing with a guest that is deaf offering pen and paper may help if they want it but don’t yell at them and don’t over accentuate your words.  If they can read your lips you should talk normally but not too fast so that they can process what you’re trying to say.

Measuring Customer Satisfaction Internally

Although at times it is busy it may be more difficult to do this but the host/ess at Moxie’s could pay attention to what some of the customers were eating and ask them specific questions pertaining to that food choice such as “I saw you had the special tonight.  Was the steak cooked well today?”  They could also ask things such as, “what did you like about the service today?” so that they don’t receive a yes or no answer.  They could also ask “did you enjoy the music?”, “how did you like our new menu choices?” or even “how did you hear about us?”

The bell porter at the Fairmont could ask when a guest is leaving “how was your stay?  Did you have a chance to watch one of our pay per view movies available?”  They could also ask them if they had a chance to use the facilities they offer such as a fitness room or restaurant.  From there they could ask them even more questions such as “did you ask the fitness trainer for assistance?” or “was the meal to your expectations?”

The interpretive guide at the Leo Mal Sculpture Garden could ask questions upon arrival such as “was there anything specific you wanted to see today?” which they could then direct them to so that they get the chance to see it if they have time restraints.  They could also ask guests that are from out of town where they’re from and direct them maybe to sculptures from artists from their country or area of origin.  They could also ask them what type of sculptures they like (i.e.: modern, classical or abstract) and direct them to those areas or a couple of different sculptures that may intrigue them.

It is integral to any business that customers are satisfied and we can control their satisfaction almost a hundred percent of the time.  That’s why asking questions such as those will help them improve on their services.

Tactful Language Exercise

Part 1

1	You have to go to the box office to buy your tickets.	They will be happy to assist you at the box office with your ticket purchase.
2	I don’t know if we have any specials left.	I can check to see if we have specials left.
3	It is against our policy to allow pets in the guest rooms.
4	It is not my job to take payment. The hostess does.	If you’re ready to pay the hostess would be happy to help you.
5	I haven’t had time to check on that.	Sorry for the delay.  I can check for you right now.
6	Nobody ever complained about the temperature in here before.	I can find out if we can get the temperature fixed so that you’re more comfortable.
7	Thanks for coming, dear.	Thank you for coming.  We’ll see you again soon.
8	Damn, I forgot!
9	Wow, you really ate that in a hurry!
10	Stop. Only staff beyond this point.	Only employees have access to this area.  Thank you.
11	Do not remove towels from this room. Our linens are made with magnetic yarn that will set off security devices.	Please do not remove any towels from this room.  Thank you.
12	Don’t come on Saturday without a reservation because you won’t get a table.	If you would like to make a reservation for Saturday we would be happy to have you.
13	You have a problem with your reservation.
14	You do realize that this ride is really scary.	I heard this ride is pretty scary but it should be fun.

Part 2-1

An example of a topic that you would avoid is something controversial such as the war.  You also should be sensitive to your customer’s point of views.  Don’t bring up a conversation that could make them mad or make them want to prove their values.  This could make them very upset or offend so much so to never come back or take more severe action.

Another example of a topic that should be avoided is something that you don’t understand.  For example, don’t talk to a person about their Mercedes if you don’t know anything about cars. If they catch you lying or pretending to understand they might wonder if you also lack job knowledge.

As well you should avoid topics that involve other people.  This could mean a coworker that you’re frustrated with or another customer.  It shows that you are untrustworthy and unprofessional if you try to engage the customer in these kinds of conversations.

Part 2-2

The Bell Porter can look at the reservations lists to see who is booked and arriving at what time or ask the Door Attendant after they’ve arrived.

The Switchboard Operator may have a list of the rooms as well and who’s staying in them.  Of course you don’t want to call someone Mrs. Smith if the reservation is under Mr. Smith because

you’d be assuming that’s his wife or even daughter when it may not be.  Also you could ask them for their name.  For example you may answer the phone saying, “Hello, my name is ____.  Who am I speaking to today?” after the guest gives you their name you could say, “Good day Mrs. Smith, how may I assist you?”

The room attendant could obtain the customer’s name by either the records that they have at the front desk or by simply asking them.

The maintenance attendant can retrieve the guests name by either the records kept at the front desk or by asking them as well.  They can simply just ask something along the lines of, “I will replace your light bulb for you right away Mrs…” giving the guest a chance to respond.

The host or hostess at a restaurant could obtain the guests name by either the reservation listing, other employees who may have served them before or by asking.  Before they sit them they could say “I have the perfect spot for you Mr…” again giving the guest a chance to respond.

The server can retrieve the name either from the host or from the reservations list.  In some cases they may already know their names if they are regulars.

A room service server could obtain the guest’s name by asking the people who took their order what their names were or asking the guest’s themselves if they were the one who took their order.  They could also obtain the name by checking with the front desk.

A reservation agent would obtain their name when taking their reservation because it is mandatory to ask.  They could also have records on their system that may bring up their name when they enter other information if the guest has been there before.

Part 2-3

One situation when a guest’s name shouldn’t be used is if someone calls the switchboard operator and asks them to tell them the names of the people staying in a specific room.  Or, as with the circumstance I stated before, if you are unsure of marital status or of the guest’s situation it’s best to leave it be and just refer to them as Ma’am or Sir.