Creating Magic Moments of Customer Service

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1 Creating Magic Moments of Customer Service INTEGRATING YOUR VALUES INTO YOUR ORGANIZATION Presentation Objectives 1. Define excellent customer service 2. Identify your Mission and Values 3. Explore opportunities for Magic Moments What is Customer Service?! Routinely Exceeding your customers expectations by paying attention to Every detail of the delivery of your product or service.! Exceeding expectations is the standard call of duty.! When many little wows are delivered consistently and continuously- they add up to a big WOW!

2 The Power of a Common Purpose COMMON PURPOSE DEFINES THE CRITERIA BY WHICH SERVICE DECISIONS ARE MADE AND JUDGED! What is your Mission! What do you do?! How do you do it?! Who are your customers? What is YOUR mission?! At Retirement Connection "Our mission is be the primary resource for older adults, caregivers and professionals by providing the most comprehensive local print guide, website and networking opportunities."! What are your Values! This is what guides are efforts, facilitates decision making, and how you measure your performance.! Retirement Connection Values! Integrity! Quality! Retention! Community! Philanthropy Who are your customers? (GUESTOLOGY)! Knowing and Understanding your Customers! Demographic " Who they are AND who they are not (missed opportunities)! Psychographic " Your guests mental state- their needs, wants, stereotypes, and emotions! Courtesy! Treat everyone as a Very Individual Person " More than treating our customers as we want to be treated; it is Treating the customer as THEY want to be treated, with recognition and respect of their emotions, abilities and cultures. " Customers may not always be right, but they are always our customers.

3 What are your delivery systems! Cast (Staff) We don t put people in Disney, we put Disney in People! Performance Tips! Department Specific Performance Tips! Setting! Everything Speaks! Processes! Integration of Cast & Setting! Combustion Points vs. Explosion Points The Magic of Cast CUSTOMIZED SERVICE CREATES A JUMPING OFF POINT! Make eye contact and smile! Direct Eye Contact & a sincere smile! Greet Each and Every Guest! Have a different greeting for different circumstances! Seek out Guest Contact! Offer assistance! Listen to needs! Answer Questions! Always Provide Immediate Service Recovery! Immediately resolve a service failure before it become a service problem! Display Appropriate Body Language at All Times! Display approachable body language! Attentive appearance, good posture, appropriate facial expression! Preserve the Magical Guest Experience! Focus on the positive rather than rules or regulation! Talking about personal or job related problems in front of guests is unacceptable! Thank each and every Guest! Be Genuine

4 6 Tips for Culture-Building! Keep it Simple! Everyone needs to feel comfortable with the culture; leave room for personality.! Make it Global! Everyone, including must buy in! Make it Measureable! Create specific guidelines, and make them part of the performance assessment! Provide Training and Coaching! Incorporate the elements of the culture into employee training and ongoing performance coaching. Encourage peer-to-peer coaching.! Solicit Feedback and Ideas from the Team! Foster a sense of ownership, expand the pool of creative input by encouraging employee contribution.! Recognize and Reward Performance! Build motivation through formal and informal reward and recognition programs. The Magic of Setting SETTING IS THE STAGE & EVERYTHING SPEAKS Setting is the environment in which service is delivered to customers, all of the objects within that environment, and the procedures used to enhance and maintain the service environment and objects.! Appearance! Delivery! Language! Signage! Texture! Sound! Smell! Taste! Focal Points! What s Disney s success formula? It s attention to infinite detail, the little things, the little minor, picky points that others just don t want to take the time, money or effort to do! Customers typically have low expectations for peripheral areas, such as restrooms, parking lots, etc. Small investments in effort can yield exceptional impressions! Anything that does not support or enhance the Quality Service experience, detracts from it. Just as important as what we see, hear, smell, touch, and taste is what we do not see, hear, smell, touch, and taste.

5 The Magic of Process THE PROCESS IS JUST AS IMPORTANT AS THE PRODUCT What did Walt Disney Do?! Walt Disney did not build an organization in the strictest sense of that word. What he built was a loosely unified group of talented people with particular abilities who could work together in continually changing patterns. They did this with minimal command and a maximum of dedication.! Walt had built a flexible organization around a process- based structure.! To simultaneously organize work and, instead of stifling energy and creativity, to actually enhance it, is an accomplishment that is rarely achieved. What can we do?! Create Good Processes! Processes are: policies, tasks, and procedures that are used to deliver the service.! Look for Continuous Improvement! Identify, analyze and control combustion points to avoid explosion points.! Combustion statements include: This is taking too long, No one knows the answer, My situation is different, I m stuck in a dilemma.! Communicate the processes to all staff! Solve problem for customers, even if the customer created the problem. The Magic of Integration DELIVERING QUALITY STANDARDS VIA PEOPLE, PROCESS AND PLACE.! How are your values integrated within your cast, setting and process?! Where can you improve? Value #1 Integration Matrix Cast Setting Process! Each box on the right represents a point where you can affect the quality of the guest experience. Add as many as you need for your organization.! This is a tool to design new and fresh approaches for customer service. It can be used as a diagnostic tool to isolate, analyze, or brain storm solutions to service lapses. Or it can be a benchmarking tool to analyze a competitor s service.! The matrix can be used to review a single level or department specific. Value #2 Value#3 Value#4

6 The Take Aways Each Magic Moment creates and strengthens a bond between customers and company. It is not the Magic that makes it Work. It is the Work that makes it Magic. Everything Speaks. If you can dream it, you can do it. Creating Magic Moments of Customer Service INTEGRATING YOUR VALUES INTO YOUR ORGANIZATION Presented by: Amy Schmidt Retirement Connection Fax: Cell: Toll Free:

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