Have a look at Scenic World's Customer Commitments. Hopefully they help you create a bette experience for your customers

1. SPY ONTHEM
YOU’RE ON STAGE
CREATE SOMETHING
WHAT DIDTHEY SAY?
OWN IT
ANTICIPATE
KNOWYOUR PRODUCT
BE PROUD
ASKYOURSELF
Our behavior,our attitude,our facial expressions and energy influence our customers’
decisions. When you worry or are bored your face will reflect the emotion.Be happy!
When you are in our uniform you are on stage. When in customer view you are on
stage.Your energy,attitude,actions,expressions and speech should reflect this.
When you are not engaging with the customer engage with your team.Have fun,
talk to each other,and learn about each other.Create a fun positive environment.
Ask questions and listen to the answers.Engage on a personal level.
Own the customer’s problem. Go beyond to find a solution even if it’s not your job.
Listen apologise and empathise.Take ownership of the problem and thank the
customer for bringing the issue or concern to your attention.
Predict what the customer wants and give it to them.Predict what they d
on’t know they want and give it to them.
EVERYTHING!
If you see something that is out of place fix it.If it’s trash pick it up.If it’s broken
remove it.If a team member is down… pick them up.
Before you come on stage ask yourself if you are in the right space – mentally
and physically – to have fun,create positive energy and make a lasting impression
on our customers.
Learn the customer’s name and where they are from. Learn something personal if time
permits.Always look for the opportunity to help.
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CUSTOMER
COMMITMENTS
BEATTHE GREET When a person approaches within three metres of you,acknowledge them with eye
contact and an engaging smile.1
DON’TWORRY BE HAPPY
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