This document outlines a course to train Club Service Representatives at Maryland Live! Casino on delivering excellent service. The 15-20 minute course has two lessons: 1) an overview of the Live! Rewards Club and elements of club service delivery, and 2) identifying guest types and delivering service according to the Live 5 Service Standards. Lessons include scenarios, roleplays, and questions to ensure representatives understand the importance of excellent customer service for business growth and their own potential benefits.
The Mission of the MATCH Program is to encourage and assist clients with their efforts to succeed in the workplace. We offer comprehensive vocational assessment, training, job placement assistance and retention services to ensure successful transition to work.
The Mission of the MATCH Program is to encourage and assist clients with their efforts to succeed in the workplace. We offer comprehensive vocational assessment, training, job placement assistance and retention services to ensure successful transition to work.
The Mission of the MATCH Program is to encourage and assist clients with their efforts to succeed in the workplace. We offer comprehensive vocational assessment, training, job placement assistance and retention services to ensure successful transition to work.
The Mission of the MATCH Program is to encourage and assist clients with their efforts to succeed in the workplace. We offer comprehensive vocational assessment, training, job placement assistance and retention services to ensure successful transition to work.
The Mission of the MATCH Program is to encourage and assist clients with their efforts to succeed in the workplace. We offer comprehensive vocational assessment, training, job placement assistance and retention services to ensure successful transition to work.
The Mission of the MATCH Program is to encourage and assist clients with their efforts to succeed in the workplace. We offer comprehensive vocational assessment, training, job placement assistance and retention services to ensure successful transition to work.
This working paper unites the articles prepared within the framework of Russian International Affairs Council and «Valdai» discussion forum. The author shares his view on key trends in Russia-NATO and Russia-EU relations after the NATO Summit in Warsaw and new EU Global Strategy being announced. The paper evaluates the causes of crisis in the relations as well as suggests possible measures to solve the issues in the sphere of security.
This working paper unites the articles prepared within the framework of Russian International Affairs Council and «Valdai» discussion forum. The author shares his view on key trends in Russia-NATO and Russia-EU relations after the NATO Summit in Warsaw and new EU Global Strategy being announced. The paper evaluates the causes of crisis in the relations as well as suggests possible measures to solve the issues in the sphere of security.
A guide on how to train your customer service agents to adapt themselves to the changing times, that enables them to appreciate and be motivated to provide exceptional customer support.
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Making Better Joe Kilbride, Kilbride Consulting, Inc. Exce.docxsmile790243
Making Better � Joe Kilbride, Kilbride Consulting, Inc.
Excerpt from Chapter 2: Making Sense
SIPOC (Customer-Supplier Chain)
What is it?
A method used to clarify the value chain in which you
operate. It is often used to:
♦ Develop team purpose or mission
♦ Identify possible “quick hit” opportunities to eliminate
some non value-added outputs
♦ Select a core process to redesign
♦ Clarity key customer or supplier relationships needing
improvement
The name SIPOC derives from the content of the chain:
Suppliers, Inputs, Processes, Outputs, Customers.
How do I use It?
� Identify the team or organizational unit for which the
SIPOC chain is being developed.
Inevitably this chain is a sub-unit of other, larger chains
and has sub-chains within it. Use your judgment to
decide the proper level of perspective, but it is
generally best to focus on the SIPOC of the group
completing the chain.
� Clarify roles and allow 30-60 minutes to complete the
chain.
� Brainstorm to fill the SIPOC one category at a time.
HINT: Suppliers and Customers are WHOs,
Inputs and Outputs are WHATs, and Processes
are HOWs. Therefore the S, I, O, and C columns
should be lists of nouns. The Process column
should be written in the form Verb-Direct Object,
e.g., Take orders, Write Code, Select vendors,etc.
To complete the chain, it usually works best to…
♦ Start with Product/Service Outputs,
♦ Then work backwards from there by identifying the
Processes that produce those outputs,
♦ The Inputs to those processes, and
♦ The Suppliers of those inputs (both internal and
external).
♦ Finish by identifying all Customers (internal and
external), i.e., anyone who receives and uses your
Product/Service outputs.
HINT: For some types of knowledge work, you
might also include anyone whose behavior you
wish to influence through your work processes.
Making Better � Joe Kilbride, Kilbride Consulting, Inc.
Excerpt from Chapter 2: Making Sense
Don’t be surprised to discover overlap
between your lists of Suppliers and
Customers. This indicates life is more non-
linear than this method, and explains why
managing these relationships can be so
challenging. At one minute, you are a
supplier; the next a customer, and often
within the same conversation.
� Refine your Processes into a final list of 5-15. You
may divide your list of processes into three types
based upon the process model illustrated at right and
described below:
CC Core
processes
directly add
value to
customers
Examples are:
• New Product Design
• Production
• After-sales support
SS Support
processes
enable the
Core
processes
Examples are:
• Finance
• Facilities management
• Information management
GG Governing
processes
direct or
monitor other
processes
Examples are:
• Strategic Planning
• Performance Reviews
� Analyze the chain to identify areas for improvement.
Use a red pen to “f ...
1. Course Design
Page 1 of 2
Course Title Delivering Excellent Service
Description
This course is intended as an introduction to Maryland Live! Casino
the fundamentals of being a successful Club Service Representative.
It provides learners with an understanding of the Live 5 Standards,
how to deliver excellent service to guest.
Course Objectives
Upon completing this course, you will be able to:
Explain Live! Rewards® Club and its services
Define the elements in club service delivery
Discuss the importance and benefits of delivering excellent
service
Identify and understand “Live 5 Service Standards”:
Identify guest types
Deliver excellent service
DeliveryMethod Instructor-Led Training
Intended Audience Club Service Representatives
Audience Numbers 8
Estimated Duration 15 - 20 Minutes
Prerequisites Basic computer skills
Developer Sign Off
Name: ______________________________
Date: _______________________________
Instructor(s) Kathy Avila
Course Design
Assumptions
Learners will be complete this course with guidance from an
instructor.
Course Design Open
Issues
None
2. Course Design
Page 2 of 2
Lesson 1: Club Service Overview
After completing this chapter, you will be able to:
A. Explain Live! Rewards® Club and its services
B. Define the elements in club service delivery
C. Discuss the importance and benefits of delivering excellent service
Exercises Type Description
Scenario – Exercise (A) Section A.
Demonstrate how to use the Live! Rewards® Club Service process
to assist the guest.
Question Section C.
Ask why should you care about delivering excellent customer
service?
Lesson 2: Delivering Excellent Club Service
After completing this chapter, you will be able to:
A. Identify and understand “Live 5 Service Standards”:
B. Identify guest types
C. Deliver excellent service
Exercises Description
Roleplay – Exercise (B) Section C.
This exercise will demonstrate how to identify and serve guest
types.
Question Section C.
Ask why should you care about delivering excellent customer
service?
Assessment: Delivering Excellent Service
The purpose of this assessment is to allow participants to demonstrate their aptitude in delivering
excellent service.
A. Multiple Choice
B. True or False
Question Answer
Which option below is NOT a part of the
Live 5 Service Standards?
Section A.
a) We look CLEAN
b) We feel BOLD
c) We are FRIENDLY
True or False? You should care about
delivering excellent customer service
because business growth means more
potential benefits for you.
Section B.
a) True
b) False