CUSTOMER SERVICE BOOT CAMP

Transcription

1 CUSTOMER SERVICE BOOT CAMP BACK TO THE BASICS Back to the basics For professionals

2 Thank you to the United States Military and the American people who have served to allow us the freedoms that we are privileged to enjoy.

3 ALIVE, AWAKE, ALERT, ENTHUSIASTIC!

4 WHY DO THE SERVICES WE PROVIDE MATTER?

5 CUSTOMER SERVICE WHAT IS IT? All interactions between a customer and a product provider at the time of sale, and thereafter. Customer service adds value to a product and builds enduring relationships.

6 GOOD CUSTOMER SERVICE IS EASY TO RECOGNIZE Often difficult to deliver consistently Identifiable when YOU are the customer Day to day actions are inconsistent with priorities and each park system s philosophy Inspire you to excel in service delivery

7 SHIFT TO CUSTOMER SERVICE INDUSTRY We are all in the customer service business Bringing a philosophy of customer service No business can stay in business without customers Greater impact from treating customers poorly than quality of product

8 EVERYONE S RESPONSIBILITY Customer Service excellence is not just the responsibility of the front-line staff; all staff must commit to providing outstanding service, no matter their job duties or level within park systems across America.

9 BACKGROUND Customer department formed in 2007 Goal of a One-Stop-Shop Need for unified messaging and customer experiences Since 2009, developed staff training programs tailored to specific challenges staff face Highlights from our most popular program Customer Service Boot Camp

10 CUSTOMER SERVICE STANDARD Ensure customer service techniques are applied effectively and consistently across the organization Development of internal Customer Service Standards allows for a solid foundation for staff

11 TRAINING DEVELOPMENT Collect Stakeholder Input 1 Determine Intended Outcomes 2 Identify Indicators 3 Brainstorm Engaging Content 4 Draft A Plan 5 Develop A Budget 6 Implement Training Program 7

12 BOOT CAMP Curriculum: Covers fundamental techniques of customer service Tools to provide consistent and excellent service in a creative and fun way Gathered feedback from staff to create content BACK TO THE BASICS!

13 AN AGENCY-WIDE TRAINING TOOL Offered initially to recreation center staff Variety of times Created training kits for supervisors to check out Adapted recreation training program for other departments Environmental Golf Aquatics Maintenance

14 KNOWING YOUR CUSTOMERS Internal Customers vs. External Customers

15 INTERNAL CUSTOMERS Co-workers rely upon each other to complete their job Strong Working Relationships Requires great internal communication Respect of colleagues time Understanding the organizational priorities

16 INTERNAL CUSTOMERS Part-Time, Seasonal, Temporary or Full-Time ALL HAVE EQUAL VALUE! Taken from the July MPRB Employee Newsletter

17 KNOWING YOUR EXTERNAL CUSTOMERS Explore demographics of potential park users Become aware of significant population shifts Take advantage of opportunities to offer programs and services in new ways Gaining an understanding of needs to appropriately serve park patrons

18 EVERY CUSTOMER IS DIFFERENT Embrace working with diverse residents of our communities Park users choose us Recognize and appreciate that we serve a diverse public Offer statistics for your city regarding diversity

19 ON WHICH SIDE OF THE FENCE ARE YOU?

20 GREETINGS OVER THE PHONE You can only make ONE first impression Attitude Tone Friendly demeanor

21 WHEN ON A PHONE CALL Cheerful Positive Concerned Helpful Write down customer s name and refer back to it If you ask May I put you on hold? Wait for their answer before doing so. React appropriately, but don t forget a sense of humor balanced with a level of seriousness Always close with Thank you for calling!

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24 CONNECTING WITH CUSTOMERS Connect with customers as soon as they enter building Make eye contact to acknowledge presence Share welcoming phrases Smile! Smile! Smile! Your greeting should tell the customer, I m glad you re here!

25 TOOLS TO PROVIDE GREAT SERVICE Know Your Product Use Stay Connected cards to direct customers correctly

26 WHEN THERE S A WAIT More than one customer can overwhelm staff Offer staff simple advice to handle waiting customers Tell customer about wait Direct to resource boards Invite them to look around

27 Don t forget the MAGIC words! PLEASE AND THANK YOU!

28 HELP CUSTOMERS DECIDE Recreation staff must: Anticipate and identify what the customer seeks Understand what they want Guide them to solutions Be knowledgeable of our services Be patient with new customers Ask questions and offer suggestions Personalize their experience

29 IT ALL STARTS WITH LISTENING Two ears, one mouth Recognize the gift of a customers complaint or suggestion Gather feedback which leads to meaningful service improvements. Customer truly heard will remember the employee who listened well.

30 VALUE OF RESPECTING CUSTOMERS Treat people as individuals Differences influence ideas Respect personal differences Evaluate how customers want to be served Adjust your approach to meet needs People don t care how much you know about them once they realize how much you care about them. Theodore Roosevelt

31 FACILITY APPEARANCE Be aware of image presented to public Clean appearance reflects pride Clutter-free Inviting Facility appropriate materials

32 No cell phone zone!

33 PERSONAL APPEARANCE Personal appearance is just as important as worksite appearance Appropriate attire Easily identified as employees for safety of our users and other staff

34 PARK SYSTEM BRAND To the public, you are your park system. Representing agency by clothing, ID badge or vehicle makes you the face of this organization Big responsibility that you carry upon becoming employed

35 WHAT S WRONG WITH THIS PICTURE?

36 HOLD YOUR STAFF ACCOUNTABLE Training staff is equally important as holding them accountable Customers feel the impact Challenging to evaluate on a regular interval Secret Shopping Tool

37 PROVIDING FEEDBACK TO EMPLOYEES

38 SECRET SHOPPER COMMITTEE Gain permission from supervisors prior to shopping Provide committee with: Goals Mission Standards Desired outcomes Scorecard Expectations of committee members

39 SECRET SHOPPERS Meet monthly for 30 minutes Assign a facility and a question to ask Make the call with a personal cell phone Fill out scorecard DONE! Scorecards wills be shared with supervisors and compiled to modify standards and trainings

40 OTHER IDEAS FOR EVALUATION Collect staff who use the parks and programs as shoppers customer experience surveys Utilize in-person intercept surveys Collect feedback immediately Ideas from you!

41 CALL TO ACTION 1. Identify a simple change that you can make to provide better customer service in your park system. 2. Name one challenge that you plan to tackle when you get back to your park system. 3. What is one low cost idea that you could use in your own in-house customer service training program?

42 CALL TO ACTION #3 3. What is one low cost idea that you could use in your own in-house customer service training program? For example What s wrong with this picture exercise How-to videos of staff at work Boot Camp or other themed training program

43 EXAMPLES OF RECOGNITION CARDS

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