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Service Excellence

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Welcome Bienvenue

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Goals & Objectives

• To create a shared understanding of what customer service means

• To better understand the elements of customer service and service excellence

• To find ways to implement better customer service

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What is Customer Service?A customer’s perception is key to

service quality

“What concerns me is not the way things are, but the way people think things are.”

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Perception Is Reality

How many legs do you see?

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What is Customer Service?

If what you do is not perceived as having value by the customer, then it is not valuable to your club.

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What is your definition of customer service?

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Eliminate Irritants

What are you doing to -- or not doing for – members that makes perfect

sense to you but irritates and alienates them ?

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Perform As Promised

Most service complaints evolve from poorly managed

expectations.

Delivering what you promise, when you promise it is critical

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Manage the Member's Experience

It is critical that you manage your member’s total experience.

It’s those seemingly little touches and comments that will make the member

experience personal and enjoyable

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Recover Remarkably

Even the best service providers aren't perfect. But when they do make a mistake, they recover remarkably

It's rarely ever too late to recover from a mistake - if you recover remarkably.

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Make Teamwork Work

Teamwork works when there's

communication, cooperation, and a desire to work

together for a common goal.

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The Five Dysfunctions of Team

#1: Absence of Trust

#2: Fear of Conflict

#3: Lack of Commitment

#4: Avoidance of Accountability

#5: Inattention to Results

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Do Everything Better

Ask yourself, "How can we do it more, better, faster or different?"

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How to Deal with A Difficult Member

1. Assume the member is telling the truth

2. Let the member talk3. Be empathetic4. Understanding

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How to Deal withA Difficult Member

5. Solution6. Follow up7. Take steps to fix the problems

(s) that caused the situation the situation in the first place

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Service @ Denali Ridge

What do you consider to be critical elements of customer service excellence?

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Principles of Being a Fred

1. Everyone makes a difference

2. Everything is built on relationship

3. You must continually create value for others, and it doesn't have to cost a

penny

4. You can reinvent yourself regularly

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Service a la Fred

Everyone Makes a Difference• Do the right thing for the

right reason• It often only takes small acts

to make a big difference

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Service a la Fred

Everything is built on relationshipsThe 5 “B”s of Relationship Building

Be interestedBe a better listener

Be empatheticBe helpfulBe prompt

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Service a la FredYou must continually create value for others,

and it doesn't have to cost a penny.• It doesn’t have to cost a penny. • You can replace money with imagination.• The object is to outthink your competition

rather than to outspend them.

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Service a la Fred

You can reinvent yourself regularly

No matter where you live, what job you hold, or what industry you work in, you

wake up every morning with a blank slate and you can make your business and

your life anything you choose.

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Service a la Fred

What can you do to be a Fred at Denali ?

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Goals & Objectives• Did we create a shared understanding

of what customer service means?

• Do we better understand the elementsof customer service and service excellence?

• Did we find ideas to implement better customer service at Denali Ridge G&CC?

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Thank YouEnjoy the Journey

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