to become fluent in wow! define what wow! @ tradies looks like to provide you with the tools to...

WOW! CUSTOMER

SERVICE

WHY ARE WE HERE TODAY? To become fluent in Wow!

Define what Wow! @ Tradies looks like

To provide you with the tools to consistently deliver the Wow!Language/phrases, handling customer

complaints

To inspire the team!

HERE’S AN EXAMPLE OF WOW!

CUSTOMER SERVICE“THE BASICS”1. We are in the people business

2. Our DNA (you!) are the only thing that distinguishes Tradies from any other competitor

3. Tradies is known for it’s customer service, but what is beyond exceptional customer service?

with Bob Farrell

HOW DO YOU CREATE “WOW!”? Service & Consistency

Our Purpose = “To Serve and Connect” When they come to Tradies, they know what to expect Customer satisfaction is just what happens when nothing

goes wrong!

WOW = OK +1 +1’s must be:

Little or no cost Quick and easy to do They must be noticed and valued by team members and

customers

It’s the small things that make the difference, but the difference is no

small thing

HOW DO YOU CREATE “WOW!”?

HOW TO HANDLE CUSTOMER COMPLAINTS

Recovery philosophy Recovery = Fix it +1

Never argue with a customer, you might win!

HOW DO YOU CREATE “WOW!”? Attitude

Friendly, not familiarYou choose your attitudeThe customer’s issues are what’s important,

leave you own at the door

Grooming and PresentationNew uniform April 2012 It’s the attention to detail!Staff will be held accountable for how they

are presentedPocket book checklist provided for you

HOW DO YOU CREATE “WOW!”? It’s about how you make them feel

“Wow!! What an amazing group of people that work here!! Everyone from the front desk, gaming, brasserie has been so very kind and hospitable! Brilliant service and super clean – and love the signage through the building work through the tunnel!!” Sonia Wise

80-85% of all customers will return even if customer service is below average.

It’s the 10-15% that we have to work hard for and can make the difference between profit and loss

Team work No body can do this alone, it has to be a team Video

Team work divides the effort and multiplies the success

HOW DO YOU CREATE “WOW!”?

WOW! IN GAMINGGaming Managers comments from around the world: “In the gaming and hospitality industries, people do

not go to a casino or club expecting to win. They go there to be entertained and to have a good time”.

“Keeping players loyal to your venue requires a lot of imagination. You certainly have to provide more customer service”.

“Making commercial entertainment isn’t easy and throwing money at the problem doesn’t necessarily get results”.

WHAT IS WOW! @ TRADIES Have a think about the areas that you

work in What ways can we deliver Wow! in the:

Gaming RoomReceptionFunctionsCoffee ShopBrasserieGeneral Operations

QUESTIONS AND COMMENTS