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Nemr Abou Nassar talking about Tourism in Jordan

Nemr Abou Nassar did a comedy standup show in Amman which attracted around 1800 people.

I was fortunate enough to attend the show. This is his first extended visit and beside his jokes he brings up an interesting topic of how Jordan is under marketed and how the people and government are doing a poor job promoting tourism in Jordan, watch the video:

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Little incident at the McDonald City Mall

This is an old post from my personal Blog

Little incident at the McDonald City Mall

Posted by Khaled on December 26, 2009

I took my kids along with my brother and his son to City mall to play at the kids playground thingy. Well after a couple of hours of torture we went to the food court to have a bite. Of course the kid’s favorite is McDonald. So I went to buy them happy meals, and here is how things went:

Me: I want this and that and that and this.

Cashier girl: Your total is 10.950 JD

* So I took my money out and I had two 20JDs and four 1Jd, so I handed her 21JD*

*She took the money and did not give me my 10JD back*

Me: I gave you 21JD

Cashier girl: No, you gave me 11JD.

Me: Could you check the cashier Machine and make sure.

*She does and show me 11JD*

Me: OK, looks like one of us could be mistaken here, could I speak with the Manager?

Manager: Yes may I help you.

Me: We have a situation here, my total was 10.950 and I gave her 21JD while she says I gave her 11JD. Either ways one of us has made a mistake, could be me could be here….

Cashier girl: LA WALLAH, HE GAVE ME 11JD.

Me: Ma’am, I’m not saying you have done anything wrong, I’m just saying one of us has done an accidental error.

Manager: Please get back to your cashier.

Me: So, could you check after you close your tonight and see if you have any cash over and if you do have 10JD to give me a call.

Manager: By all means, will do and not to worry thank you for coming.

*Handed him my business card*

Went back to my table to enjoy my meal with my kids and in my mind I was thinking, GOOD FAT LUCK! but felt good about the procedure I followed to report my problem and I think I have done a good job staying calm.

Then my phone rings only 15 minutes later and it was the Manager on the other line asking me to go back and talk to him.

He has done quick money count at that cashier machine and found out an extra 10JD and check with the security camera as well.

I’m so proud of the way this young manager handled this situation. And I want to applaud him  for such professionalism & caliber.

Do I sense hope for Customer Service in Jordan? or is it only available in internationally franchised establishment?

I’m contacting Armoush group to send recommendations to the young manager Mr. Mohamad Salim Alhadoub at McDonald City Mall.

How to Train Staff in Great Customer Service

How to Train Staff in Great Customer Service
By Ann Palmer

In the current economic recession, organizations may be tempted to cut back on training their staff in customer service. But consumers are becoming more demanding, and whilst prices are being slashed to get them in the door to buy, it is customer service that can be the real difference. This article provides valuable tips and advice on how to train your staff in great customer service.

People want more than just a transaction. They want to have a good experience. And no matter how good the product or service or how competitively priced it is, organizations really are missing a trick if they don’t provide excellent customer service to close the deal, to win repeat business and to build customer loyalty. We all know how long it can get to get new customers, and the sad truth is that poor service can lose them very quickly indeed. Losing customers in this way is sheer negligence.

So what IS great customer service? We’ve all experienced it, although it seems to be the exception rather than the norm. It’s providing what the customer needs, but more importantly it’s about leaving them with a good experience. It’s about how they FEEL, not just what they buy. Customers tend to want four things:

  • To feel welcome
  • To feel valued
  • To be understood
  • To have their needs met

Where to Start

Actually first things first. People buy people, not just products and services. Every great salesperson will tell you that. And if they are going to serve customers, you need to recruit the right people in the first place. People who can put themselves in the customers’ shoes. People who can demonstrate core skills of listening, building rapport and empathy. Positive, energetic and enthusiastic people with a ‘can do attitude’. Then the training can begin:

  1. First comes the induction process, where new hires learn all about the company and its values, as well as its products and structure. They learn who their customers are and who does what in the company, so that they know who to go to for help or to resolve a customer complaint. They are introduced to a ‘buddy’, who can show them the ropes
  2. Product knowledge is key. Staff need to understand the features and benefits of a range of products so that they can help customers to buy what’s right for their needs. If you have a Training Department, great. If not, then think really carefully about who has the skills to pass their product knowledge on, because not everyone can train others effectively
  3. Communication skills development is critical. It isn’t enough to have product knowledge; staff need to know the basics such as how to greet the customer (with a smile, even if on the phone, and using their name where possible). First impressions make a huge impact. Be sure to establish and communicate clear and measurable standards for this e.g. answer the phone within three rings; answer correspondence within 48 hours; show the customer to a table within a minute of arrival; take the customer to the supermarket aisle to find the product they’re looking for; offer a hot drink as they arrive at the hair salon etc. Effective questioning and active listening skills can be learned, so that staff can find out what it is the customer actually needs, rather than what they think they want. Help them to pay attention to body language as well as the spoken word. And positive language training helps too. Rather than talking about what the company can’t do, control the conversation and identify what it CAN do. And don’t confuse the customer with jargon; check their level of understanding so that you can pitch your language accordingly. Practice building rapport by mirroring and matching communication styles to build relationships.
  4. Train people in the end to end process, not just the bit that they are responsible for. Explain the why and how as well as the what. Show them how to do things right first time. Every time. And supervise them closely until they have demonstrated competence
  5. Training in service recovery or complaint handling is vital. When things go wrong, think of it as a golden opportunity to win the customer. Customers realise that mistakes happen, but it’s the way that companies deal with them that can really make or break the relationship. Even if the customer is aggressive, don’t be defensive, as that will make things worse. The first step is to offer a sincere apology, as that will usually take the heat out of the situation, even if you’re not at fault. Apologising for the impact of what has gone wrong is showing real empathy. Then find a way to fix it. See what you can do to offer service beyond the norm. Take ownership and follow through until the issue is resolved to the customer’s satisfaction. If you say you will do something, do it, then let the customer know you did it. And go one stage further; follow up later to make sure that everything’s OK. Remember that you want them to be singing your praises to everyone they know, and turning a complaining customer into a delighted one really is achievable, with just a little effort
  6. Encourage everyone to look for opportunities to go the extra mile each and every time

Beat the recession. Let great customer service be the norm in your organization.

This post was copied from this source: http://ezinearticles.com/?How-to-Train-Staff-in-Great-Customer-Service&id=2047773

Tourism in Jordan. What does it lack?

Tourism in Jordan lacks Service!

I was in Kuwait doing my paper work. The Company messenger was driving me around from one government building to another and he was gracious enough to drive me to the airport.

We had this conversation (his name is Raed):

Raed: I was born in Kuwait and I love it, are you sad you are leaving Kuwait?

Khaled: I’m OK, I mean I can always come back by obtaining a visa from airport. it is not a big issue for me. you should visit Jordan it is such a beautiful country we have Petra, Aqaba, Dead Sea & Wadi Rum.

Raed: Yes, I’m also a diver and I belong to Kuwait diving club. We go to Sharm twice a month.

Khaled: you should visit Jordan, the weather is great, we have great security and Aqaba is considered one of the best diving spots worldwide.

Raed: Yes, I actually been to Jordan 4 years ago, we heard it is a safe country and family oriented. So the club has selected a conservative bunch and we tried Jordan to see if we can change from Sharm to Aqaba.

Khaled: GREAT!

Raed: At one restaurant in Amman, the owner came and spoke to us and he was complimenting Kuwait and remembering his memories back in the old days. At the end when we left we tried to leave him a big tip, but he refused! which was shocking to us. Wow! this is the first time we witness such a thing. In Lebanon, Egypt and Syria it is nothing like that. We were impressed.

Raed: Then while smoking Shisha at some cafe in Amman, a young boy came to us trying to sell us chewing gum. He was such a young boy and he wouldn’t take No as an answer, so we told him how much would the whole box cost? Which was around 5JD. We paid him 5JD and told him to leave us alone. He took the money and vanished. Then 5 minutes later he comes back telling us: My dad told me to give you your money back. If you want to buy fine, but we don’t take charity. Which shocked the heck out of us.

Raed: We fill in love with the country. Safe, great weather, people with ethics and not after your money….

Khaled: Yes, Jordanians are like that.

Raed: Then we arrived to Aqaba and checked in at a 4 star hotel. While in line waiting to check in the front Desk guy started screaming at us: MOVE YOUR CASES OUT OF THE WAY NOW! MOVE THEM! YELLA!
Which was very disturbing to us. We never face such rudeness in neighboring countries. The service got from bad to worse at the hotel, which made us cut our trip short and go to Sharm.

Khaled: When was that?

Raed: 4 years ago.

Khaled: No, things has been better since then.

Raed: It is a shame, we were planning to shift our bi-monthly diving groups from Sharm to Aqaba, but not with such service. We don’t mind spending the money as long we receive the service we look for.

What a shame. Jordan has the Potentials, but lacks the right implementation.

Maybe, it is time to invest in Non-Jordanian employees to give the right service!

Boarding in 30 minutes….

Peace