Upload
chloe-singleton
View
214
Download
0
Embed Size (px)
Citation preview
Today’s Objectives
Define REAL.Identify the connection between REAL and PRIDE.Identify the foundations of customer
service.Take at least one work task and
demonstrate how it’s different when REAL is applied.
The REAL Statement
Delivering REMARKABLE service by EMPOWERED
employees creating AMAZING experiences resulting in LASTING impressions.REAL is our customer service philosophy, these are our expectations for our employees. REAL IS OUR “BRAND” OF SERVICE.
Parks and Recreation Mission:
To establish a Parks and Recreation system for our citizens that provides
them with a source of pleasure, promotes economic development,
minimizes demands on valuable City resources, and instills pride in those
who make it happen.
Parks and Recreation Vision:
To Achieve Excellence and Create Fun Beyond Imagination!
P.R.I.D.E.People
FirstRespectIntegrityDeliverExcel
P.R.I.D.E. was established to recognize and reward employees who go the extra mile to
provide professional, quality customer service.
Foundations of Customer Service
Customer Service 101:
Customer Service Basics
• Interactions with Customers
• Communication
• Image/Moments of Truth
• Personal Responsibility
Without the basics, REAL customer service cannot be achieved.
Foundations of Customer Service
Interacting with Customers
• Greeting customers
• Building relationships – treat every customer as your
best friend
• Put yourself in the customer’s shoes
• Phone greeting – let them hear your smile
• Energy and enthusiasm
• Remember that people are in our
facilities/parks to have fun
Foundations of Customer Service
Communication
YOU are responsible for setting the tone through tone of voice, body
language, and listening.
With effective communication, we can give the customer everything they need.
Give them what they need and then one more thing. (The “Amazon
Effect”)
Image / Moment of Truth
Foundations of Customer Service
The “Moment of Truth” is the point at which a customer comes in contact with you and forms an opinion of your service based on:
Dress Personal Hygiene
Posture Body Language
Buildings Grounds
Phone EtiquetteKnowledge
Personal Responsibility
Taking personal ownership/initiative• Have you ever ignored a basic task because
you reasoned that “it’s not my job”?
Customer service is everyone’s job.
Submitting ideas to better the department• Thinking of ways to improve customers’
experiences isn’t just the job of supervisors or senior managers.
Foundations of Customer Service
The REAL Statement
Delivering REMARKABLE service by EMPOWERED
employees creating AMAZING experiences resulting in LASTING impressions.Once the Foundations of Customer Service have been met, REAL
customer service can be offered.
REAL is our “BRAND” of Customer Service!
Benefits of Remarkable Customer Service
Retain/Increase revenue
Keep citizens happy
Build customer loyalty
Spread good feeling
Enhance City image
Foster “Employer of Choice” environment
What are the benefits for the City of Allen Parks & Recreation
Department?
Motivate employees Promote a variety of
activities, new and old Build confident customers Create loyal employees Creates favorable political
support for our services
Consequences ofUnremarkable Customer Service
x Loss of customers/revenue
x Builds bad reputation
x Creates stressful & unhealthy
work environment
x Fosters employee turnover
x Discourages employees
x Promotes lack of communication
x Creates poor attitude in employees
Training Objectives ReviewBy now you should be able to: Identify the connection between REAL and PRIDE.Identify the foundations of customer
service. After the break, we will:Define REAL and it’s guiding principles.Take at least one work task and
demonstrate how it’s different when REAL is applied.
The Guiding Principles of REAL
RDelivering Remarkable Service
We will be accessible to our customers and respond to them in a timely manner with clear and accurate information.
We will exercise flexibility and respond to changing customer needs.
We will seek to delight our customers and establish close customer relationships
We will provide seamless, consistent service from facility to facility and location to location. Our service level will become the brand by which we are known.
We will recognize that our internal customers are as important as our external customers, since requests from our co-workers ultimately help us provide outstanding service to our customers.
The Guiding Principles of REAL
By Empowered Employees We will all play a part in the continuous improvement
of the department. We will exercise creativity and problem solving skills
as well as be accountable for results. We will own problems and ensure customers get the
answer they seek, even when we cannot personally provide them. We will follow up to ensure that our customers receive a response to their concerns.
We will understand that our team’s success is more important than our individual success. Therefore, we will support and encourage each other to ensure that sound service practices are followed so that the team as a whole is successful.
We will give priority to training and developing employees so that they can be successful in delivering REAL service.
E
The Guiding Principles of REAL
Creating Amazing Experiences We will ensure that when a mistake occurs, we will
immediately correct the problem and learn from the experience.
We will provide personal attention to ensure each customers feels special and important.
We will provide a unique brand of service unmatched by others.
We will ensure that our service delivery will be based on being keenly aware of what our customers value.
A
The Guiding Principles of REAL
Resulting in Lasting Impressions We will always recognize that we are the face of the
organization. Lasting impressions begin and end with each of us and how we interact with our customers.
We will put the interest of our patrons first at all times.
We will understand that focusing on details will leave lasting impressions and we will look for ways to “WOW” our customers.
We will apply innovative thinking to continuously create new opportunities for our customers to experience.
L
The REAL Statement
Delivering REMARKABLE service by EMPOWERED
employees creating AMAZING experiences resulting in LASTING impressions.
It’s easy to BE REAL!
REAL flexible
REAL accessible REAL genuine
REAL consistent
REAL to everyone
REAL progressive
REAL creative
REAL willing to learn
REAL accountable
REAL supportive
REAL aware
REAL unique
REAL ready to sacrifice
REAL impressive
REAL attentive
REAL responsive
REAL innovative
REAL focused on details
REAL responsible
a REAL example
Q & A Time!