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Welcome!

Welcome!. to Ohio State Parks ‘See Us Shine’ Training. We’re about Service. . . Our Mission: “To provide an outdoor recreational experience for Ohio State Park visitors that exceeds their expectations .” -- Service & Stewardship 2006-2010. Our Vision . . . .

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Welcome!

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  1. Welcome! to Ohio State Parks ‘See Us Shine’ Training

  2. We’re about Service. . . Our Mission: “To provide an outdoor recreational experience for Ohio State Park visitors that exceeds their expectations.” -- Service & Stewardship 2006-2010

  3. Our Vision . . . “We are proud of our incredible natural resources and facilities, and we are devoted to providing fun, safe, clean and friendly places for families and friends to gather and enjoy the great outdoors.”

  4. Whom do you serve? • A Customer is anyone who depends on you for: • a service • a product • information or • support.

  5. Internal co-workers supervisors other Parks employees External park visitors vendors contractors public officials Customers can be . . .

  6. Being Your Best. . . .Pay the Preparation Price

  7. Attitude We choose our attitudes. Choose a good one everyday. Being Your Best. . . .Pay the Preparation Price

  8. Attitude We choose our attitudes. Choose a good one everyday. Being Your Best. . . .Pay the Preparation Price • Appearance Your personal appearance. The appearance of your facility.

  9. Attitude We choose our attitudes. Choose a good one everyday. Awareness Be aware of customer needs. Know your limitations. Being Your Best. . . .Pay the Preparation Price • Appearance Your personal appearance. The appearance of your facility.

  10. Attitude We choose our attitudes. Choose a good one everyday. Awareness Be aware of customer needs. Know your limitations. Appearance Your personal appearance. The appearance of your facility. Actions Your actions speak volumes. Leave them saying “WOW!” Being Your Best. . . .Pay the Preparation Price

  11. Interacting with our Guests • First Impressions are lasting. • On the telephone • Your body language • Your surroundings • We want you to Shine!

  12. How to Shine • Sociable • Honest • Individual Attention • Needs-Based Service • Excellence is our Goal

  13. Sociable • Make customers feel welcome. • Listen to what they have to say. • Be approachable. • Keep all conversations positive, avoid “shop talk” and jargon. • Ask probing questions to invite feedback.

  14. Honest • Show concern for what customers say. • Avoid a patronizing tone. • Know your park & the area. • Sometimes “I don’t know” is the best answer.

  15. Give Individual Attention • Make eye contact. • Provide positive feedback. • Focus and Listen. • When you receive a request or complaint, you own it. • Peel the onion.

  16. Provide Needs-Based Info • Strive to anticipate needs. • Give info that is meaningful. • Avoid offering too much information • Probe to determine exactly what they want. . . regardless of what they asked for. • Don’t quote rules, help to educate.

  17. Strive for Excellence • You are an ambassador all the time. • Find ways to leave them saying “Wow!” • Seek feedback. • Focus on improvement

  18. Sometimes we stumble. . . • Not-so-exceptional service costs dearly • Keep your Peace Offering Tool Kit handy • Apologies • Exchanges • Discounts • Refunds • Hot Ticket • Be sure to match the offering with the offense.

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