CUSTOMER SERVICE BASICS – START ME UP

CONSULTING

BAM TEAMJordan Fraser CEO BAMTEXT: Jordan Fraser has 8 years experience in multiple Project/Team Lead and Business Development roles within Information Technology companies and private sector.

Education: UPEI - Bachelor of Business Administration -2008Owner CEO of BamText

Megan Murnaghan – BAmText Consultant: Megan is a 2012 graduate of UPEI. Megan is BamText top performing constultant. And Has been the lead on implementing Strategic Customer service systems for customers including Irving Oil, Northumberland and Bay ferries and PEI Golf Courses

Education: UPEI - Bachelor of Business Administration -2012

Stephanie MacPherson, BAMHT, MTA: Antigonish native and currently an Instructor in the Bachelor of Hospitality & Tourism Management program at Cape Breton University.   She has almost 15 years of tourism and hospitality industry experience in Canada, the United States and Ireland

Education: Masters degree in Tourism Administration (concentration in Sustainable Destination Management)Bachelor’s degree in Tourism & Hospitality Management and associates degree in Events & Convention Management  

Introduction to Customer Service

WHAT IS CUSTOMER SERVICE?• Service provided to customers before, during and

after purchasing and using goods and services.

• Good customer service provides an experience that meets customer expectations. It produces satisfied customers.

• Bad customer service can generate complaints. It can result in lost sales, because consumers might take their business to a competitor.

THREE KEY ELEMENTS

1.Expand your idea of service

2.Consider or reconsider who your customers are

3.Develop customer friendly service techniques and systems

EXPAND YOUR IDEA OF SERVICE

1. How you define service shapes every interaction you have with your customers. “Service” should provide the customer with more than a product or action – it should shape their experience

2. Service starts early. Before, During and After a experience

3. Service needs to tailored to each part of the customer life cycle

4. Service is no longer just providing a smile, clean beds, and hot meals

WHO ARE YOUR CUSTOMERS?

Customers need someone to understand their needs and help answer them

Seniors-Require physical assistance-Require supplies -Looking for senior friend designations

Family's-Looking for amenities-Want close attractions-Require supplies – Crib - High Chair - Coloring BookAffordability

Students- Wifi- Cell Service- Affordability

SERVICE TECHNIQUES AND SYSTEMS

1.Standards - Staff - Owners - Managers

2.Communication- Feedback- Social Media- Website

3.Start from day one – Hiring process

SERVICE STEPS TO SUCCESS1. Create a Customer Service Vision

2. Assess Customer Needs

3. Hire the Right Employees

4. Set Goals for Customer Service 

5. Train on Service Skills

6. Hold People Accountable

7. Reward and Recognize Good Service

GOOD CUSTOMER SERVICE QUALITIES

STARTS WITH ONE ACTION

COMMUNICATION