Quality service reflects personnel's ability to relate to crewmembers as people and is made up of:
Communicated through personal appearance,behavior and verbal cues.
facial expression, eye contact, smiling,controlled-yet spirited-hand body movement.
TONE OF VOICE:
open, friendly, relaxed manner of communication.
to be aware at all times of what to say or what not to say.
when crewmembers are called by name, they are receiving the best sign of respecting each others origin and culture.
providing helpful suggestion to crewmembers who are indecisive or confused is a way of showing care and concern for them.
crewmember's problems and complaints should always be handled calmly, smoothly and tactfully.
As you know, we are in the business of providing Quality service to our guests, therefore the crewmembers must receive a proper service in their dwellings. In a service industry like the cruise business, people are the product.
To the guests, the quality of the employee determines the quality of their entire cruise experience. Your regular interaction with crewmembers allows you the opportunity to protect the warmth and professionalism that we strive for.
Always be interested, company-oriented and knowledgeable.
Some of the many things you can do to form a positive impression are:
- respect all crewmembers
- recognize crewmembers by name
- quickly respond to problems
- establish a good relationship between you and the crewmembers
- use a pleasant tone of voice
- be polite
- always wear a clean, well-pressed uniform
Be courteous at all times but firm if necessary. Always treat people the way you like to be treated. Give your full attention to the person you are dealing with and listen with patience.