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Distinction Through Excellent Customer Service

Distinction Through Excellent Customer Service. Sponsored by:. Learning Objectives By the end of this program, you should be able to:. understand the importance of serving your customers’ needs. recognize the significance of a positive attitude to achieving excellent customer service.

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Distinction Through Excellent Customer Service

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  1. Distinction ThroughExcellentCustomer Service Sponsored by:

  2. Learning ObjectivesBy the end of this program, you should be able to: • understand the importance of serving your customers’ needs. • recognize the significance of a positive attitude to achieving excellent customer service. • understand the value of consistency in fulfilling your customers’ service expectations. • recognize the critical nature of teamwork for attaining excellent customer service. • motivate employees to improve their customer service.

  3. Introduction Here’s a promise for the program: • You’ll begin thinking about service from the customer’s perspective. • You’ll discover at least one simple way to personally improve the level of service you offer customers.

  4. Customer Service and You • Customers constantly judge your store’s interest in and concern for them by: • every person they speak with. • every visit they make. • every phone call. • every communication received.

  5. Making Your Customer Feel Like a Guest To treat customers like guests: • Welcome them. • Use their names. • Take care of their needs. • Thank them. • Invite them back.

  6. What is “Give ‘em the Pickle?” • Bob Farrell • more than 30 years in the hospitality and service industry. • opened over 150 restaurants without a single failure. • Farrell will discuss the four principles of customer service: Service Attitude Consistency Teamwork

  7. Video

  8. “You’ve seen the video. Now what?” • Use these ideas in your everyday work by: • asking each other questions and discussing ideas. • reinforcing the concepts with activities or role plays. • pointing out each others “pickle” behavior!

  9. Giving Customers What They Want • Giving away pickles means: • giving customers what they want. • offering your special touch to exceed customers’ expectations.

  10. The Key Principles • Service • How would you define customer service? • How would you define outstanding customer service? • Attitude • How would you define attitude? • What does that mean with regard to serving our customers?

  11. The Key Principles (cont.) • Consistency • Meeting expectations everytime. • Teamwork • How do we fit in the Customer Service Wheel? • How do we keep the wheel rolling together?

  12. Video 12

  13. Assessing Your Service Efforts • Service Assessment • looking at your service/facility as a whole. • Self-assessment: Front-line • asking each employee to think about his or her personal strengths and weaknesses.

  14. Action Planning • Using the information from the self-assessments, work with your employee to create an individual action plan. • set goals and follow-up dates. • address specific strengths/weaknesses. • reinforce the customer service goals of the facility.

  15. WrappingThings Up

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