By Dinesh P. Bhrushundi @ dbknowledgey
A great Hello! from ᵭᵱᵬ’the मितवा’ ! ‘ᵭᵱᵬ’ is my initial and ‘मितवा’, a Marathi acronym for Friend, Philosopher and Guide, my humble role to ‘Sit Back and Give Back’, after 4 decades of career-cruise.
The Series Title: ‘7 Mavens of SOPs’ is expression for instilling some of my learnings as “seven propositions in sets of seven SOPs”, befitting the human mental capacity and attention span. The ‘Seven Stairs Of PX’ is an itemized inventory for creating ‘AWESOME’ Experience (X), individualized for Pax (P). ‘Pax’ is travel industry equivalent of customer and ‘X’ denotes ‘experience.
Stair Of Peek suggests that the service patron should look for and ACKNOWLEDGE the presence of anxious Pax by a quick eye contact and a flash of succinct smile. ‘10-5’ thumb rule recommends former for the oncoming Pax at ten feet and latter at five feet.
Stair Of Pleasantries: This next stair is a trigger to warmly ‘WELCOME’, graciously greet the Pax with ‘Pleasantries’ and sincere smile, displaying right energy, eagerness and genuine gesture of readiness to assist. Goes without saying, the Action, Attitude and Articulation has to be in tandem to ensure ‘The First Impression is The Last Impression’
Stair Of Plug-In: The ‘Plug-In’ is as necessary for transaction as it is for transmission. A gentle generic initial conversation to ESTABLISH connect aids breaking the ice initially and ensures cordiality and continuity further. Choice of right phrase(s), facial expression and vocal modulation is off course a bare minimum. More necessitated here on, is one’s being present at that moment with the Pax by being Aware, Alert and Attentive, by staying tuned.
Stair Of Pick-Up: This stair prompts to ‘Pick-Up’ all the verbal and nonverbal cues while actively listening to the Pax. The Service Patron should first proactively understand/anticipate the requisites by encouraging the conversation. Then (s)he should politely SEEK inquiries and receive any further information for comprehensive grasp of the situation and causal issue(s). Empathy is the best Policy; Compassion, Concern and Care the Prescription and Paraphrasing the Practice.
Stair Of Proposition: After astute appreciation of concern/requirement(s), immediate ‘Proposition’ to OFFER solution is elicited at this stair. A fair service issue resolution and complete/correct information for assistance, considering the operational procedures and governing protocols should be provided. It is a wise idea to leave the choice of taking assistance or making decision to the Pax. It is always advised to go a bit beyond the call of routine duty exhibiting the Service-Sensitivity. There is no letdown in requesting help from peers/seniors if the need be.
Stair Of Perceiving: Having proposed the resolution and extended assistance, it is equally important to assess the effectiveness. This is the stair to best do so by ‘Perceiving’ the Pax’s visual clues. It is also a good practice to ask a couple of close ended questions to MEASURE satisfaction with respect to the solution/support offered. It is here, one can check if the PX can be further enhanced by providing/assisting for any additional issues if any.
Stair Of Present: This is the last stair but not of the least significance. It is necessary to EXPRESS gratitude for getting the opportunity to serve, It is important to bid a fond farewell choosing the apt words suiting the time and place, with a balanced blend of ‘Thanks’ and ‘Apology’. It is essential to exhibit enthusiasm and engagement to bring smile to Pax’s face-The Parting ‘Present’. It is valuable to make ‘the Last Impression the Lasting Impression’.
These 7Stairs Of PX are not only useful in service environment but for any customer interface as well. They are equally effective with Intended (external), Intermediate, Internal, (person in the mirror) I-the-self and the In-home Customers. As a matter of fact they cut beyond the professional world in to the real life and serve as life-skills.
Revealing Reading and Recurring Reaping!
Bestest!!
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