Download - Basic Customer Service Training
At the completion of this course we will be able to:
• Create an unforgettable first impression for our guests
• Make customers feel important
• Use a process for meeting/greeting guests
• Determine the expectations of our guests
• Manage the expectations of our guests in order to WOW them
Our Goal!
We’re not here to sell you
anything. We just want you
to feel different when
you leave.
10 Things your guests wish you knew about them. (Here are 10 studies that reveal things your customers wish you knew)
Guests value “Good” service more than “fast” service. Recent studies show that customers who receive competent, knowledgeable, and encompassing
services are more likely to remember their experience and
tell their friends. Additionally, customers cited “rude, incompetent and rushed” service as their #1 reason to abandon a brand,18% more often than “slow” service.
• http://businessjourn.gup.com/content/727/when-speed-kis.spx#1 • http://www.rightnow.com/fies/nst-reports/RightNow-Customer-Experience-Impct-Report-2011.pdf
Guests love Personalization & Personalized service. They will reward it!
In a study from the Journal of Applied Social Psychology, researchers were able to increase the average tips that waiters received by over 23%
http://onlinelibrary.wiley.com/doi/10.1111/j.1559-
1816.2002.tb00216.x/abstract
http://www.ncbi.nlm.nih.gov/pmc/articles/PMC1647299
Customers will remember you if you can remember their name. According to recent research, few sounds are as pleasant as
hearing our own names
There are few things customers talk about more than a pleasant surprise.
One of the most talked about experiences is something is a surprise
Zappos example
Creating Goodwill doesn’t have to be expensive. Creating goodwill with guests has proven to be more about the act, rather then the cost.
Customers will stick with your loyalty programs if you get them started. Dreze & Nunes study
Customers love Brand stories, and selling through stories is effective.
If you’re struggling to innovate, your guests are a great resource