Customer Service Like You Mean It:
Creating Authentic Experiences that Drive Revenue

	
  

Holly Duckworth, CAE, CMP
A little about me:
•

120 nights a year in a hotel


•

With an average 2 meals or
more a day in a hotel


•

240 + restau...
MSN Money Magazine

2013
"Everyone at FedEx is committed to placing customer needs at
the center of everything we do," the company said in a statem...
"People are looking at the entire customer experience, and this
is an important thing that companies aren't realizing thes...
C

A

R

E
C
!

CLARITY OF
PURPOSE
Body Language	
!
•

Open & Welcoming


•

Smiles


•

Head down/Closed


•

Point the “naught bits:


•

Uniforms - identi...
A
!

Attitude
R
!

Responsible
10 Commandments
of Customer Service
E
!

Energy & Experience
C

A

R

E
Thank	
  You!
Contact us for:

Speaking, Strategic Visioning &
Consulting
Holly Duckworth, CAE, CMP

Chief Connections Officer & CEO!
Le...
140226 lake havasu customer service
140226 lake havasu customer service
140226 lake havasu customer service
140226 lake havasu customer service
140226 lake havasu customer service
140226 lake havasu customer service
140226 lake havasu customer service
140226 lake havasu customer service
140226 lake havasu customer service
140226 lake havasu customer service
140226 lake havasu customer service
140226 lake havasu customer service
140226 lake havasu customer service
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10 Commandments of Customer Service

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140226 lake havasu customer service

  1. 1. Customer Service Like You Mean It: Creating Authentic Experiences that Drive Revenue   Holly Duckworth, CAE, CMP
  2. 2. A little about me: • 120 nights a year in a hotel • With an average 2 meals or more a day in a hotel • 240 + restaurants • Retail shopping magnet from Mall of America to Walmart • Hallmark - Shilo Inn’s - Bank of America
  3. 3. MSN Money Magazine 2013
  4. 4. "Everyone at FedEx is committed to placing customer needs at the center of everything we do," the company said in a statement.
  5. 5. "People are looking at the entire customer experience, and this is an important thing that companies aren't realizing these days," he added. "It's not just that someone is smiling at the front desk." !
  6. 6. C A R E
  7. 7. C ! CLARITY OF PURPOSE
  8. 8. Body Language ! • Open & Welcoming • Smiles • Head down/Closed • Point the “naught bits: • Uniforms - identify you to staff • Name Badges - make the experience personal
  9. 9. A ! Attitude
  10. 10. R ! Responsible
  11. 11. 10 Commandments of Customer Service
  12. 12. E ! Energy & Experience
  13. 13. C A R E
  14. 14. Thank  You!
  15. 15. Contact us for:
 Speaking, Strategic Visioning & Consulting Holly Duckworth, CAE, CMP
 Chief Connections Officer & CEO! Leadership Solutions International! 503 887 4112! @hduckworth

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