SSMService Standard Manual
Test your knowledge - Delivering the Service Standards - In service

 

 

Delivering the Service Standards
- In service

For many customers service experience can go unnoticed unless, there are "moments of magic" that make memories.

Our service standards exist to ensure not only that we deliver consistent and quality experiences across all our vessels, but also to create those memorable experiences.

For the next couple of minutes lets take some time to look at those key behaviours and actions that we guarantee will help create memorable experiences when we are "in service".

Click here to read the about uniform guidelines

 
 

Do you know the answers?

Below are six cards with a question. What would your response be? Click on the card to flip and see the recommended answer.

 
Before we step in front of any customers what personal checks should we make?

Looking at the pictures above, before we step in front of any customers what personal checks should we make?

Uniform clean and ironed, badge in place, hair is tidy, hands are clean.
What do we mean when we talk about "being on stage"?

What do we mean when we talk about "being on stage"?

We are always ON STAGE when in view of the customer in our uniform. This means we need to always conduct ourselves in a friendly and professional manner at this time.
Can you list three behaviours related to using positive body language when WELCOMING a customer?

Can you list three behaviours related to using positive body language when WELCOMING a customer?

Smile, make eye contact, use open body language.
What are the two initial steps a customer should expect from us to make them feel welcome?

What are the two initial steps a customer should expect from us to make them feel welcome?

Acknowledge them. Speak first with a friendly and appropriate greeting.
At which opportunities should we ACKNOWLEDGE customers?

At which opportunities should we ACKNOWLEDGE customers?

At every opportunity but particularly at on arrival into areas, at counters, as moving around the vessel, when leaving areas.
We are in conversation with a customer at the counter, what should we be saying and doing to create engaging and VALUE-ADDED interactions?

We are in conversation with a customer at the counter, what should we be saying and doing to create engaging and VALUE-ADDED interactions?

Ask question, listen, offer choice, check/confirm.
 
 

Do you know the answers?

Below are three cards with a question. What would your response be? Click on the card to flip and see the recommended answer.

 
Can you list reasons why a SATISFACTION CHECKBACK is so important?

Can you list reasons why a SATISFACTION CHECKBACK is so important?

To show our customers that we care about their experience. To recover an experience if it is not going well. To make the customer reinforce a positive experience.
At which touchpoints can a CHECKBACK take place?

At which touchpoints can a CHECKBACK take place?

At till points, as clearing / cleaning areas, when floor walking.
From the food pictures above – how do we ensure that the customer receives a QUALITY experience?

From the food pictures above – how do we ensure that the customer receives a QUALITY experience?

Crockery is warm, clean and in good condition. Presentation is to specification. Food is served promptly and at correct temperature. Advise customer how / where to gain condiments and cutlery where appropriate.