Workshop 1

For example: In the hotel industry employees will provide hassle-free, hospitality, personalized service to every customer.

Overall attitude: Friendly/ Patience/Motivation/ be helpful/ Take the extra step

Body language: Positive/Gentle

Employees will bend their knees and try to be the same level with children, when they interacted with young kids. It will show our attention to them.

Arguments:

Employees will listen to customers carefully and try to find out what is the problem. Employees try to think from a customer’s point of view and try to show our attention. So that it will make the appropriate response. If it could not help to solve the problem, we need to explain that we will check it and come back to them within certain time.

Appearance: clean/ under the hotel standard/ not long hair/ tidy/not long nails

Empathy: Try to think from a customer’s point of view

Attitude: Sincere, honest, reliable

Sufficient -Knowledge: could answer the customer's basic questions

Workshop 2

By any chance I was late 10 minutes to make the payment for my credit card. So employee explained to me that I will receive the penalty for 50 pounds. Obviously I was not happy at all and try to find any excuse to remove my penalty. However, employee spoken to me with good manner that customer should make a payment before deadline which is company’s policy. I was shouting to her that it was only 10 minutes late and it is not fair to have full penalty. She remained smile on her face. Finally I left without saying anything.

Workshop 3

In this situation we will announce the closure time of the store, however, we need to be patience to ask customer if he need any assistance. If not, first we should close all doors by one left. Secondly we can try to closing up certain parts of the shop and clean the whole store. If he still could