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The key to high standards is good staff training in customer service skills.

Staff must be trained so that they understand the company’s vision as well as the standards and practices required to deliver high quality customer service.

It's also important that they understand their own role and develop the skills required to carry it out to a high standard.

Everyone involved in serving customers must have the skills and resources to meet the standards expected of their role.

^{A room attendant in a hotel must know the exact set up for a bedroom and have the appropriate cleaning products.}

All staff must be trained in the following personal guidelines:

Prepare

• Good personal appearance is essential to create a good first impression.
• Know your product so customer questions can be answered and advice given.

Greet

• Always smile and make eye contact with customers.
• Sound sincere.
• Treat customers as if they were your guests.

Listen

• Give the customer your full attention.
• Ensure your body language is positive.

Check

• Make sure you have understood what the customer is asking for.
• Repeat back to them to check you have understood.

Thank

• Acknowledge customers when they are leaving and thank them politely.
• Use the customer’s name if you know it.