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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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Presentation Transcript
welcome

Welcome!

to

Ohio State Parks

‘See Us Shine’

Training

we re about service
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
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.”

whom do you serve
Whom do you serve?
  • A Customer is anyone who depends on you for:
  • a service
  • a product
  • information or
  • support.
customers can be
Internal

co-workers

supervisors

other Parks employees

External

park visitors

vendors

contractors

public officials

Customers can be . . .
being your best pay the preparation price7
Attitude

We choose our attitudes. Choose a good one everyday.

Being Your Best. . . .Pay the Preparation Price
being your best pay the preparation price8
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.

being your best pay the preparation price9
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.

being your best pay the preparation price10
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
interacting with our guests
Interacting with our Guests
  • First Impressions are lasting.
    • On the telephone
    • Your body language
    • Your surroundings
  • We want you to Shine!
how to shine
How to Shine
  • Sociable
  • Honest
  • Individual Attention
  • Needs-Based Service
  • Excellence is our Goal
sociable
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.
honest
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.
give individual attention
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.
provide needs based info
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.
strive for excellence
Strive for Excellence
  • You are an ambassador all the time.
  • Find ways to leave them saying “Wow!”
  • Seek feedback.
  • Focus on improvement
sometimes we stumble
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.