The Filipino Brand of Service Excellence
Details
Equip your people with a unique and excellent way of delivering customer service founded on Filipino values. Let them acquire and apply the techniques of interacting with customers, optimizing sales and handling customer concerns.
Learn from the team who helped developed and piloted the program.
Outline
Session 1: FILIPINO VALUES AND SERVICE EXCELLENCE
- The Filipino Values and Service Excellence
- Service Excellence and its Importance in the Tourism Industry.
- Service Excellence in the 5 Tourism Touchpoints
- Service Excellence and Social Media
- Our Service Promise: It’s More Fun In The Phils.
- Branded Filipino Service
- The Filipino Values
- Service Attitude
- Right Values + Right Attitude= Filipino Brand of Service Excellence
Session 2: UNDERSTANDING THE CUSTOMER
A. Knowing your Customers
a.1 Tourism Statistics (whole country)
- By Country of Origin
- By Age Groups
- Tourism Spend
- Why People Travel
a.b Local Statistics (depending on region)
b. Specific Target Market Needs
c. Addressing the Millennial Market
Session 3: DELIVERING GREAT SERVICE EXPERIENCE
G – reet and Engage your Customers
U- nderstand their Needs
E – ducate them and Offer Assistance
S – atisfy their Needs
T – Thank the Customer
Greet and Engage Your Customers
- Personal Preparation
- Grooming and Hygiene
- Body Language and First Impression
- Starting a Conversation
Understand their Needs
- Essential Communication Skills
- Probing and Questioning Skills
Educate them and Offer Assistance
- Knowing your Local Area
- Giving Clear Directions
Satisfy their Needs
- Responding to Special Requests
- Handling Guests with Special Needs
- Closing Techniques
Thank the Customer
Session 4: SERVICE RECOVERY
- Understanding Complaints
- What are Complaints
- Benefits of a Complaint
- Types of Complaint
- Warning Signs of a Complaint
- How to Handle Complaints
- Principles of Effective Complaint Handling
- Turning a Complainer into a Satisfied Customer
- Handling Complaints with a HEART
Speaker/s
Special Offer
The Pioneer Professional Academy of Asia, Inc. (PPAA) is a progressive continuing education center in retailing and services. It was established in April 2011 to help retail and service companies keep pace with the global competition and address the growing need for world-class leaders and service-oriented professionals.
PPAA is the first Technical Vocational And Educational Training (TVET) land-based provider recognized by the Technical Education and Skills Development Authority (TESDA) to offer Customer Services NC II, a training course that meets the national competency standards for customer service for frontliners in the wholesale and retail sector. It is also a TESDA accredited Assessment Center for the same course.
In 2017, the Pioneer Professional Academy of Asia, Inc. was granted accreditation by the Department of Tourism as an accredited tourism training center. On the same year, it was accredited as a Continuing Professional Development (CPD) provider with Accreditation Number 2017- 147 by the Professional Regulation Commission.
PPAA’s competitive advantage is its competency-based and industry-specific curriculum that employs out-of-the-box teaching methods, combining classroom experience with hands-on application providing students with a total learning immersion experience. Through these training approaches, PPAA is continually able to produce competent, confident, and capable retail and service professionals who add value to any organization they work for. ...
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