Golf Course Customer Service Training

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Golf Course Customer Service Training

  1. 1. Service Excellence 1
  2. 2. Welcome Bienvenue 2
  3. 3. 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 3
  4. 4. 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.” 4
  5. 5. Perception Is Reality How many legs do you see? 5
  6. 6. 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. 6
  7. 7. What is your definition of customer service? 7
  8. 8. Eliminate Irritants What are you doing to -- or not doing for – members that makes perfect sense to you but irritates and alienates them ? 8
  9. 9. Perform As Promised Most service complaints evolve from poorly managed expectations. Delivering what you promise, when you promise it is critical 9
  10. 10. 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 10
  11. 11. 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. 11
  12. 12. Make Teamwork Work Teamwork works when there's communication, cooperation, and a desire to work together for a common goal. 12
  13. 13. 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 13
  14. 14. Do Everything Better Ask yourself, quot;How can we do it more, better, faster or different?quot; 14
  15. 15. How to Deal with A Difficult Member 1. Assume the member is telling the truth 2. Let the member talk 3. Be empathetic 4. Understanding 15
  16. 16. How to Deal with A Difficult Member 5. Solution 6. Follow up 7. Take steps to fix the problems (s) that caused the situation the situation in the first place 16
  17. 17. Service @ Denali Ridge What do you consider to be critical elements of customer service excellence? 17
  18. 18. 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 18
  19. 19. 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 19
  20. 20. Service a la Fred Everything is built on relationships The 5 “B”s of Relationship Building Be interested Be a better listener Be empathetic Be helpful Be prompt 20
  21. 21. Service a la Fred You 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. 21
  22. 22. 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. 22
  23. 23. Service a la Fred What can you do to be a Fred at Denali ? 23
  24. 24. Goals & Objectives • Did we create a shared understanding of what customer service means? • Do we better understand the elements of customer service and service excellence? • Did we find ideas to implement better customer service at Denali Ridge G&CC? 24
  25. 25. Thank You Enjoy the Journey 25
  26. 26. 26

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