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CUSTOMER SERVICE IN WISCONSIN : BRINGING FUN TO LIFE

CUSTOMER SERVICE IN WISCONSIN : BRINGING FUN TO LIFE. CUSTOMER EXPERIENCE IS PARAMOUNT ESPECIALLY IN AN INDUSTRY WHERE THE PRODUCT IS THE EXPERIENCE. AND IT STARTS WITH YOU !!!. BRINGING FUN TO LIFE. BRINGING FUN TO LIFE.

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CUSTOMER SERVICE IN WISCONSIN : BRINGING FUN TO LIFE

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  1. CUSTOMER SERVICEIN WISCONSIN: BRINGING FUN TO LIFE

  2. CUSTOMER EXPERIENCE IS PARAMOUNT ESPECIALLY IN AN INDUSTRY WHERETHE PRODUCT ISTHE EXPERIENCE

  3. AND IT STARTS WITH YOU !!!

  4. BRINGING FUN TO LIFE

  5. BRINGING FUN TO LIFE TOURISM HAS A HAND IN ALL IMPORTANT SECTORS OF THE STATE’S ECONOMY, AND ESPECIALLY IN YOUR COMPANY’S BOTTOM LINE. IF WE DON’T BRING THE TRAVELERS TO OUR STATE, SOMEONE WILL BRING THEM TO THEIRS

  6. TOTAL VISITOR SPENDING ON TRAVEL IN WISCONSIN BY DOMESTIC AND INTERNATIONAL TRAVELERS IN 2011 $16 BILLION

  7. NUMBER OF JOBS IN WISCONSIN SUSTAINED (DIRECTLY + INDIRECTLY) BY THE TOURISM INDUSTRY 181,000 Source: Tourism Economics; The Economic Impact of Tourism in Wisconsin; April, 2012 Would you like to stay on top of the current numbers?

  8. MORE TRAVELERS MEAN MORE $$ IN YOUR TOWN Travelers Car, Rental Car, RV Meetings & Conventions, Gas, Food, Lodging, Amusement, Recreation, Entertainment, Campgrounds Community

  9. ROLL OUT THE RED CARPET • ADVERTISING WISCONSIN PROMOTES THE STATE AS A PLACE TO FIND AND EXPERIENCE FUN • AS CUSTOMER SERVICE SPECIALISTS, YOUR INTERACTIONS WITH CUSTOMERS NEED TO DELIVER ON THE NOTION OF FUN

  10. Remember that old shampoo commercial, where the hook was that the shampoo was SO amazing that a woman told two friends about it, and then they each told two friends, etc., until the screen was covered with little boxes containing pictures of female heads with awesomely feathered hair?

  11. ROLL OUT THE RED CARPET • 72% of Travelers post about their trip and experience on social media WHILE they are on vacation • 78% of Travelers continue to post on social media once they return home

  12. Where did our customers go?

  13. REASONS CUSTOMERS DON’T COME BACK Source: Customer Service for the New Millennium 3% MOVE AWAY 5% DEVELOP OTHER RELATIONSHIPS 9% ARE DISSATISFIED WITH THE PRODUCT 68% EXPERIENCE AN ATTITUDE OF INDIFFERENCE OR RUDENESS TOWARD THE CUSTOMER BY THE OWNER, MANAGER OR AN EMPLOYEE

  14. ROLL OUT THE RED CARPET “THERE IS ONLY ONE BOSS: THE CUSTOMER. AND HE CAN FIRE EVERYBODY IN THE COMPANY FROM THE CHAIRMAN ON DOWN, SIMPLY BY SPENDING HIS MONEY SOMEWHERE ELSE” – Sam Walton

  15. ROLL OUT THE RED CARPET WHAT CAN I GET FOR YOU? WELCOME TO THE… GOOD AFTERNOON, MY NAME IS MARY HOW MAY I HELP YOU? OFFER A FRIENDLY “WELCOME"

  16. ROLL OUT THE RED CARPET • BE DIPLOMATIC AND TACTFUL • IT’S NOT ONLY WHAT YOU SAY, BUT HOW YOU SAY IT • MUCH OF VERBAL COMMUNICATION COMES FROM TONE • USE A GENTLE TONE OF VOICE • CONVEYS RESPECT AND CIVILITY • YOUR TONE OF VOICE REFLECTS YOUR TRUE EMOTIONS – ENSURE YOU PROJECT A POSITIVE TONE

  17. ROLL OUT THE RED CARPET INSTEAD OF WORDS SUCH AS: TRY WORDS SUCH AS: • I DON’T KNOW • NO • THAT’S NOT MY JOB • YOU’RE RIGHT – THIS STINKS • YOU WANT IT BY WHEN? • CALM DOWN • I’M BUSY RIGHT NOW • CALL ME BACK • I’LL FIND OUT • WHAT I CAN DO IS THIS… • THIS IS WHO CAN HELP • I UNDERSTAND YOUR… • I’LL TRY MY BEST • I’M SORRY • I’LL BE RIGHT BACK WITH YOU • I WILL CALL YOU BACK CHOOSE WORDS CAREFULLY

  18. ROLL OUT THE RED CARPET AVOID APPROACHES THAT: USE APPROACHES THAT: • LIMIT CUSTOMERS’ OPTIONS • MAKE JUDGMENTS / EXCUSES • CREATE UNCERTAINTY • SHUT DOWN COMMUNICATION • MANIPULATE • OFFER CUSTOMERS OPTIONS • MAKE NO JUDGMENTS / EXCUSES • CREATE CERTAINTY • GATHER INFORMATION • ASK FOR WHAT YOU WANT CHOOSE WORDS CAREFULLY

  19. ROLL OUT THE RED CARPET WE ONLY HAVE TWO DAYS IN THE AREA, WHAT WOULD YOU RECOMMEND WE DO? WHAT ARE SOME THINGS TO DO WITH CHILDREN IN THE AREA? HOW DID THE COMMUNITY GET IT’S NAME? WHERE IS THE CONVENTION AND VISITORS BUREAU? WHAT’S A GOOD RESTAURANT NEARBY? WHAT IS THE POPULATION? • KNOW YOUR COMMUNITY • SOME QUESTIONS YOU MAY ENCOUNTER TO WHICH YOU NEED TO KNOW THE ANSWERS:

  20. ROLL OUT THE RED CARPET • KNOW HOW TO GIVE DIRECTIONSTOTHE LOCAL ATTRACTIONS: [1] KNOW DISTANCES [2] KNOW MAJOR ROUTES [3] KNOW LANDMARKS [4] GIVE DIRECTIONAL ASSISTANCE [5] PROVIDE AND USE MAPS [6] HAVE PHYSICAL ADDRESSESOFGPS COORDINATES FOR SMART PHONES [7] LET THE CUSTOMER REPEAT THE DIRECTIONS

  21. THE FUN STARTS WITH YOU, ROLL OUT THE RED CARPET FUN

  22. TOPICS COVERED IN PRESENTATIONS [1] BRINGING FUN TO LIFE IN WISCONSIN [2] FUN, DELIVERED: THE BASICS OF CUSTOMER SERVICE [3] FUN STARTS WITH YOU: SHOW PRIDE IN YOUR REGION [4] CALM DOWN, HAVE FUN: DEFUSING ANGRY CUSTOMERS [5] FUN FOR ALL: PROPER SERVICE FOR DIVERSE CUSTOMERS [6] FUN, DIGITIZED: CUSTOMER SERVICEIN THE DIGITAL AGE

  23. LET’S WORK TOGETHER….

  24. DO YOU WANT TO SEE THE VIDEO?

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