1 / 13

RCS Training Program

RCS Training Program. Morgan Nelson. Jared Wallenmeyer. Austin Lay. Tim Lau. Riders for Customer Service, TRAINERS. Riders for Customer Service. Our Mission: Comfort and safety is our number one goal, with an emphasis on enjoying the entire ride.

akamu
Download Presentation

RCS Training Program

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. RCS Training Program

  2. Morgan Nelson Jared Wallenmeyer Austin Lay Tim Lau Riders for Customer Service, TRAINERS

  3. Riders for Customer Service Our Mission: Comfort and safety is our number one goal, with an emphasis on enjoying the entire ride. Upon entry, to exiting, and all that lies in- between, we remain committed to providing excellent service to all who ride. Our Objectives: • Provide an intense certification program for ride operators. • Empower ride operators with communication skills, knowledge, and confidence. • Provide the customer service training needed to enhance the rider experience..

  4. ATTENTION… ATTENTION... We ask that you remain seated and prepared, with a willingness to learn. Please keep your focus on our trainers at all times and get ready for a customer service training experience that will blow your mind. Thank you, and... Enjoy the ride!

  5. How to Deal With Customer Complaints A Training on how to be better for our customers

  6. A Few Facts about Customer complaints - If you resolve a complaint in the customers favor they will want to do business with you 70% of the time again - Up to 95% of customers will give you a second chance if you handle their complaint successfully and in a timely manner

  7. “As far as customers are concerned, you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back- perhaps even to make or break the company” - Unknown

  8. Tips to handle a bumpy ride - Remember the complaints contain insight - Give credence to each customer - Use Supportive Questioning - Time is of the essence - Don’t take it personally

  9. CARP - Control - Acknowledge - Refocus - Problem solved

  10. Identify what short of complainer they are 1. The Meek Customer 2. The Aggressive Customer 3. The High Roller 4. The Chronic Complainer 5. The Barnacle

  11. A gut check upset customer = 1 person Tells +11 other people Who each tell 5 people +55 people Total who heard = 67 people Customer service Paul R. Timm, sixth edition

  12. Remember!!!! Don’t take the complaints personally we never know the reason for the complaint lets just do everything in our power to fix it and keep the customer happy.

More Related