Business comm powerpoint customer service


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Business comm powerpoint customer service

  1. 1. Personalized Customer Service Customer Service <ul><li>By Jeffery Neil Wacaster </li></ul>
  2. 2. Introduction <ul><li>Yogi Bear’s Jellystone Park, Van Buren, Missouri </li></ul><ul><ul><li>A small family vacation resort </li></ul></ul><ul><ul><li>One of 70 Jellystone Parks </li></ul></ul><ul><ul><li>Relatively new, 5 years </li></ul></ul><ul><ul><li> </li></ul></ul><ul><li>“ Attention Getter” 1 min. video </li></ul><ul><ul><li>Service when making reservations </li></ul></ul>
  3. 4. Introduction <ul><ul><li>Overview </li></ul></ul><ul><ul><ul><li>Define personalized customer service </li></ul></ul></ul><ul><ul><ul><li>Explain what other campgrounds are doing </li></ul></ul></ul><ul><ul><ul><li>Explain the potential benefits and costs </li></ul></ul></ul><ul><ul><ul><li>Explain what Jellystone Park, Van Buren, Missouri is doing and ways that we can improve customer service </li></ul></ul></ul>
  4. 5. Definition <ul><li>What is customer service? </li></ul><ul><ul><li>Being “customer-responsive” </li></ul></ul><ul><ul><li>i.e. “Employees are friendly and courteous, accessible, knowledgeable, prompt in responding to customer’s needs, and willing to do what is necessary to please the customer.” (Robbins and Judge, pg. 22) </li></ul></ul><ul><li>What is personalized customer service? </li></ul><ul><ul><li>“ Do what is necessary to please” each individual. </li></ul></ul>
  5. 6. Other Campgrounds <ul><li>What are other campgrounds (other Jellystone Parks) doing for personalized customer service? </li></ul><ul><ul><li>Escort campers to their campsite </li></ul></ul><ul><ul><li>Have better reservation system </li></ul></ul><ul><ul><li>Provide free breakfast </li></ul></ul><ul><ul><li>Go above and beyond in other unique ways </li></ul></ul>
  6. 7. Other Campgrounds <ul><ul><ul><li>Example of going above and beyond: </li></ul></ul></ul><ul><ul><ul><li>Yahoo! Local Review of North Java, NY Jellystone Park, July 2009 </li></ul></ul></ul><ul><ul><ul><li>“ Their customer service is also top notch. At one point our firewood was wet. Even though it was after hours they delivered new dry wood to our camp site.” </li></ul></ul></ul>
  7. 8. Other Campgrounds <ul><li>Benefits campgrounds have received? </li></ul><ul><ul><li>Very best Jellystone Parks receive major awards from the franchisor, customer service is a big factor in determining winners </li></ul></ul><ul><ul><li>Most important: Intangible customer satisfaction </li></ul></ul><ul><li>Costs campgrounds have incurred? </li></ul><ul><ul><li>Training employees </li></ul></ul><ul><ul><li>Hidden cost: Employee labor </li></ul></ul>
  8. 9. Improving Our Park <ul><li>Example 1 </li></ul><ul><ul><li>Pancake Breakfast </li></ul></ul><ul><ul><ul><li>Now: customers must walk up to the restaurant and may be surprised how much it costs, as much as $7 per person! </li></ul></ul></ul>
  9. 10. Improving Our Park <ul><li>Example 1 </li></ul><ul><ul><ul><li>Pancake Breakfast </li></ul></ul></ul><ul><ul><ul><li>Improvement: Free room service breakfast delivered to campsite. On weekdays, the breakfast is free. </li></ul></ul></ul>
  10. 11. Improving Our Park <ul><li>Example 2 </li></ul><ul><ul><li>Parking at Campsite </li></ul></ul><ul><ul><ul><li>Now: customers receive no help backing into campsites. If there is a problem, they must go back up to the office to report it. </li></ul></ul></ul>
  11. 12. Improving Our Park <ul><li>Example 2 </li></ul><ul><ul><ul><li>Improvement: all customers with RVs will be escorted to their campsite. If there is a problem, the employee can take care of it right away. </li></ul></ul></ul>
  12. 13. Conclusion <ul><ul><li>Review </li></ul></ul><ul><ul><ul><li>Personalized customer service is “Do what is necessary to please” each individual. </li></ul></ul></ul><ul><ul><ul><li>Other campgrounds are going beyond customers expectations. To stay competitive, we need to match and exceed them. </li></ul></ul></ul>
  13. 14. Conclusion <ul><ul><li>Review </li></ul></ul><ul><ul><ul><li>Benefits and costs of personalized customer service: </li></ul></ul></ul><ul><ul><ul><ul><ul><li>Benefits: customer satisfaction </li></ul></ul></ul></ul></ul><ul><ul><ul><ul><ul><li>Costs: Employee labor </li></ul></ul></ul></ul></ul><ul><ul><ul><li>What can my campground do better? </li></ul></ul></ul><ul><ul><ul><ul><li>Breakfast and helping campers park </li></ul></ul></ul></ul>
  14. 15. <ul><ul><li>Have you had experiences like those in the “attention getter” video? </li></ul></ul><ul><ul><li>Businesses should be “customer-responsive.” In particular, they should focus on personal customer service, because shoppers who feel special will often become lifelong customers. </li></ul></ul>Is it worth it?
  15. 16. Questions and Answers