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Service Excellence
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Welcome Bienvenue
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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
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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.”
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Perception Is Reality
How many legs do you see?
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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.
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What is your definition of customer service?
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Eliminate Irritants
What are you doing to -- or not doing for – members that makes perfect
sense to you but irritates and alienates them ?
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Perform As Promised
Most service complaints evolve from poorly managed
expectations.
Delivering what you promise, when you promise it is critical
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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
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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.
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Make Teamwork Work
Teamwork works when there's
communication, cooperation, and a desire to work
together for a common goal.
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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
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Do Everything Better
Ask yourself, "How can we do it more, better, faster or different?"
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How to Deal with A Difficult Member
1. Assume the member is telling the truth
2. Let the member talk3. Be empathetic4. Understanding
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How to Deal withA Difficult Member
5. Solution6. Follow up7. Take steps to fix the problems
(s) that caused the situation the situation in the first place
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Service @ Denali Ridge
What do you consider to be critical elements of customer service excellence?
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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
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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
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Service a la Fred
Everything is built on relationshipsThe 5 “B”s of Relationship Building
Be interestedBe a better listener
Be empatheticBe helpfulBe prompt
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Service a la FredYou 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.
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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.
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Service a la Fred
What can you do to be a Fred at Denali ?
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Goals & Objectives• Did we create a shared understanding
of what customer service means?
• Do we better understand the elementsof customer service and service excellence?
• Did we find ideas to implement better customer service at Denali Ridge G&CC?
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Thank YouEnjoy the Journey
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