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Its About Exceptional Customer Service. Now More than Ever!. Shrinking resources Smaller staffs Shallow labor pool Regional operations. Front line employees are the most important people in State Parks. You ….

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now more than ever
Now More than Ever!
  • Shrinking resources
  • Smaller staffs
  • Shallow labor pool
  • Regional operations
slide3

Front line employees are the most important people in State Parks.

You…

  • Are the first person visitors see and talk to at the park. It can be on the phone, in the campground, or even on a mower. You are the first impression of the park the visitor gets.
  • Can make people want to come back or make people leave and tell their friends to not come back to your park.
what is customer service
What is Customer Service?
  • Attitude
  • Appearance
  • Awareness
  • Actions
slide6

Customer Service Champions

How to deal with customers and the stress of the job.

slide7

What are we going to show you?

  • How to talk to people on the phone.
  • How to greet people and first impressions.
  • How to really listen to a customer and understand what they are saying.
  • Dealing with difficult people and offering them alternatives.
  • Managing stress.
slide8

Telephone Habits and Greeting Customers

Things to remember…

  • Answer the phone in the first 4 to 6 seconds.
  • Attitude is reflected in a person’s voice.
  • Smile when you answer the phone, the smile will be heard.
  • Three part approach to answering phones.
  • 1. Say a welcoming mat, Good Morning, Good Afternoon, anything that says thanks for calling.
  • 2. Say the company name. i.e. Stonelick State Park Campground or Burr Oak State Park Business Office
  • 3. Your name.
  • At the end of the conversation thank the customer for calling and throw a “Have a nice day” in, if it is appropriate for the conversation.
slide10

Your presentation to the public.

  • Dress for success.
  • Body Language
  • Developing Rapport
    • Use the customer’s name when you can
    • Say please and thank you.
    • Explain your reasons for saying no.
    • Show interest in the customer’s needs
    • Be empathic to their needs. Say things like “ I understand”…, “I’m sorry…”.
    • Let the customer know his or her options for mutual agreement.
slide12

Listen to Me!

  • Actively Listen to the customer.
  • HOW?
  • Make eye contact with your customer.
  • Stop what you are doing
  • Don’t interrupt them.
  • Paraphrase
  • Ask them to repeat what they are asking you if you need them to.
slide13

Dealing with Difficult People

“There are no bad customers, just some that are more difficult that others”

  • Listen attentively.
  • Let the customer “vent” to you. Pay attention to their requests.
  • Take action quickly.
  • Do the right thing.
  • Don’t talk policy.
  • Follow up with the customer after the complaint has been solved. Use the “Hot Ticket” system
slide14

Offering alternatives.

For every difficult person there. is a solution to their problem.

Keep in mind you it may not make them happy 100% of the time.

  • Going the extra mile for the customer is always a winner.
  • Giving a free night camping certificate.
slide15

Stress

  • What is stress?
  • Definition
      • Defining stress is much like defining happiness, everyone knows what it is but no one can agree on a definition.
      • Webster’s Definition: Stress is what you experience when you believe you cannot cope effectively with a threatening situation.
      • The better definition: Stress is created when your mind overrides the body’s basic desire to choke the living daylights out of someone who desperately deserves it.
slide16

Stress

Usefulness of Stress.

Stresses cause the fight-or-flight response.

Examples of what causes Stress

TOP TEN:

The Loss of a Loved One

Major Illness or Injury

Divorce

Serious Financial Difficulties

Loss of Job

Getting Married

Moving to a New Place

A Serious Falling Out with a Close Friend

Birth of a Child

Retirement

slide17

Stress

  • Job Related Stresses
    • Dealing with a irritate customer
    • Co-Worker Conflicts
    • Physical Environment
    • Unorganized
    • Your Level of satisfaction with your job
    • Your Balance between work and personal time
    • How you manage your work load
    • How well you get alone with your boss and co-workers
slide19

HOW TO REDUCE STRESS AT WORK

  • Change from stress talk to smart talk
    • Don’t eliminate the positive
    • Don’t focus on the negative outcomes
    • Assume good intentions
    • Seeing shades of gray ( look at situation for both points of view)
  • Don’t worry be concerned
    • Facts about worrying
    • 40% will never happen
    • 58% will turn out better that you think
    • 2% are actually worth worrying about.
slide20

HOW TO REDUCE STRESS AT WORK

Manage your time more effectively

Practicing long-term planning

Using a time-management system

Write down all your appointment

Keep a daily to do list

Prioritize your daily to do list

Improve your physical work environment

Reduce Noise

Reduce Clutter

Increase Space

slide21

HOW TO REDUCE STRESS FOR A LIFETIME

  • Eat right
  • Use caffeine, sugar, salt in moderation
  • Exercise
      • Make it something you enjoy
      • Make it convenient
      • Schedule it
      • See your doctor before you start
  • Practice relaxation techniques
what now
What now?
  • Nametags
  • Certificates
  • ‘Hot Tickets’
  • Posters
  • Minimum performance standards
  • Supervisor Resources