Historic Southern Indiana

THE CUSTOMER IS ALWAYS RIGHT
Presented By: Paula Werne

Hospitality Training

1. "We're Having a Party
Audio/Visual: Flipchart or Overhead.
Scenario: You're 17 years old, your folks are going away for the weekend, they hand you the credit card and say, "Honey, we trust you. Have a great weekend.

List all the things you'll do to get ready for your PARTY! Everything from inviting people, to cleaning up, getting refreshments, notifying neighbors/parking, personal preparations. And then from the time the first person arrives until the last dog dies, list what is important for you, the host, to take care of throughout the evening.

Then draw the parallel that this is what we're doing at our attractions and sites. Go point by point and draw parallels.

2. How to be comfortable with disabled.

3. "What is Hospitality?
Group discussion. Give examples. Use flipchart or overhead.

4. "Why Customers Quit"
Group discussion. Give examples. Use flipchart or overhead.

5. "What's Here?"
Talk about how it's important to know about other attractions, sites, restaurants, hotels, etc. in the area.

6. "Moment of Truth"

7. Giving Clear Directions

8. Don't Take it Personally!!
Discuss importance of staying calm when a Guest is unhappy.

9. Discussion
A. Why is being friendly important (what's in it for me?)
  You look better
  You feel better (endomophins or something)
  Helps you to be more outgoing (people want to be nice back)
  Good skills to use the rest of your life
  Will come naturally with PRACTICE (no one wants to be shy!)
  Ask for examples of GOOD service and BAD service

B. Importance of eye contact
  Shows interest, sincerity
  Helps focus emotion you're trying to convey
  Take off your sunglasses

C. When you make eye contact, you have an obligation to say SOMETHING:
  Hi!
  Good morning!
  Perfect day, isn't it?
  Others...

D. Doubly whammy: compliment children
  Notice what they're wearing
  You like the Colts too? They're my team
  What a cute dress!
  I've seen all the Batman movies-have you?
  Compliment looks, behavior
  Oh, they've been so patient-what good little girls
  What a good boy-you held on just right
  His little outfit is so cute!
  You've got the bluest eyes!
  You can sure tell they're brothers
  Listen for childrens names and use them

E. Be careful about asking questions-make sure you have the time for a conservation
  You having fun today?
  What was your favorite ride?
  Is your family having a good time?

F. Know the answers-or how to get them
Anticipate what Guests may want to ask, but don't (they may assume the wrong thing-all the lockersare rented; it's raining-everything closed;)
Read people-when they're lost, look for something-offer help

10. Drills
  Greetings--Just Say Hello!
  Compliments to kids
  Directions to bathrooms
  Lost-and-found help
  "Lost Parent" help
  Work on eye contact-when you make eye contact, you make a commitment to at least say "hi"
  Work on smiling-constantly
  All these rules apply to treatment of fellow employees
  When you feel you're acting sickeningly sweet-you're probably almost there. Practice makes perfect-it will come naturally after a while. Don't give up.
  Some folks are just grouchy-don't take it personally.
  Try no to say, "That's the rule" or"It's our policy" to Guests. They hear that all the time at home and work-let's try to give them a break. Sometimes explaining reasons for the rule helps, other times, the less said the better!
  Guest comments? Always recommend to Guests that they fill out a Comment Card at Guests Relations.

If you don't know-find out!
If you can't help-find someone who can!

8600 University Boulevard - Evansville, IN 47712-3596 - 812/464-8600