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. 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
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. Perform As Promised
Most service complaints evolve
from poorly managed
expectations.
Delivering what you promise,
when you promise it is critical
9
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. 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. Make Teamwork Work
Teamwork works
when there's
communication,
cooperation, and
a desire to work
together for a
common goal.
12
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. Do Everything Better
Ask yourself, quot;How can we do it
more, better, faster or different?quot;
14
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. 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. Service @ Denali Ridge
What do you consider to be critical
elements of customer service excellence?
17
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. 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. 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. 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. 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. Service a la Fred
What can you do to
be a Fred at Denali ?
23
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?
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