Crazy Chick's Thoughts 180 Lesson No. 1

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PRESS - Preparation requisition of expected sales and services

(-) transparency

(-) partic.i.p.ate

(-) listen carefully

(-) teamwork

(-) dedication

*American Culture - way of living, customs, belief and tradition

Similarities with Filipinos - Hardworking

American: Businessminded/Workaholic

Filipino: Happy Go Lucky

American: Protestant

Filipino: Catholicism

American: Superiority Complex

Filipino: Inferiority Complex

Our Service Mentality Should Be:

1. Empathy

2. Enthusiasm

3. Owners.h.i.+p

4. Responsibility

5. Adaptability

6. Finding Balance

7. Resilience - *ability to get back after customer's issue/ability to recover

*Empathy

- identification of feelings, situation and motives.

"We care how things turns out because the character cares; our interest comes from empathy."

- John Gandra
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*Enthusiasm

- It greatly affects on agent's effectiveness and success.

- Enthusiastic agents enjoy being proactive to go for the "extra mile" to help the customer.

**thinking out of the box

**exceeding limitation

*Owners.h.i.+p

- We own the problem, we own the solution.

- We own the problem, we are committed to the resolution.

**Opening Spiels:

"I'll be more happy to find alternative flights that work for you."

"Just give me about a minute to find the best schedule for your trip."

*Responsibility

- It is important to be considerate and responsible to our co - workers as it is to our customers.

*Adaptability

- Is changing your approach to each type of customer

(-) "The surest certainty of the world today is that it will change tomorrow."

---> to success, one must ready for what comes the next.

*Balance

- to achieve balance, just know that you can always acknowledge the feelings of your customer even when you disagree with the facts presented.

*Resilience

- Remain calm throughout adverse situation, recover quickly and don't show signs of discouragement.

- Never take it out on the next caller or next co-worker.

Guest Connect Objective:

1. Immediate Impact:

- This is how the customer feels about the situation and if they were listened to.

2. Secondary Impact:

- This is what people will tell their friends/colleagues about their experiences

3. Long Term Impact:

- Will the customer book with [travel agency]?

- Every call is important

Five Steps of Guest Connect Process:

(1) Greeting

(2) Discovery

(3)Tailored Solution

(4) Address Concerns/Process Solution

(5) Closing

*High Resistance:

(-) Greeting

(-) Discovery

(-) Tailored Solution

*Receptivity:

(-) Address Concerns/Solutions

(-) Closing

***Tone of the Voice:

(-) Friendly

(-) Confident

(-) Sincere

(-) Knowledgeable

(-) Professional

***Opening Spiel:

"Thank you for calling. My name is [ Your Own Name]. May I have your name please?"

"Thank you, [Customer's Name}, how may I help you today?"

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