Download - Golf Course Customer Service Training
![Page 1: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/1.jpg)
1
Service Excellence
![Page 2: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/2.jpg)
2
Welcome Bienvenue
![Page 3: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/3.jpg)
3
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
![Page 4: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/4.jpg)
4
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.”
![Page 5: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/5.jpg)
5
Perception Is Reality
How many legs do you see?
![Page 6: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/6.jpg)
6
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.
![Page 7: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/7.jpg)
7
What is your definition of customer service?
![Page 8: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/8.jpg)
8
Eliminate Irritants
What are you doing to -- or not doing for – members that makes perfect
sense to you but irritates and alienates them ?
![Page 9: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/9.jpg)
9
Perform As Promised
Most service complaints evolve from poorly managed
expectations.
Delivering what you promise, when you promise it is critical
![Page 10: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/10.jpg)
10
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
![Page 11: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/11.jpg)
11
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.
![Page 12: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/12.jpg)
12
Make Teamwork Work
Teamwork works when there's
communication, cooperation, and a desire to work
together for a common goal.
![Page 13: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/13.jpg)
13
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
![Page 14: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/14.jpg)
14
Do Everything Better
Ask yourself, "How can we do it more, better, faster or different?"
![Page 15: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/15.jpg)
15
How to Deal with A Difficult Member
1. Assume the member is telling the truth
2. Let the member talk3. Be empathetic4. Understanding
![Page 16: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/16.jpg)
16
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
![Page 17: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/17.jpg)
17
Service @ Denali Ridge
What do you consider to be critical elements of customer service excellence?
![Page 18: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/18.jpg)
18
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
![Page 19: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/19.jpg)
19
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
![Page 20: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/20.jpg)
20
Service a la Fred
Everything is built on relationshipsThe 5 “B”s of Relationship Building
Be interestedBe a better listener
Be empatheticBe helpfulBe prompt
![Page 21: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/21.jpg)
21
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.
![Page 22: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/22.jpg)
22
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.
![Page 23: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/23.jpg)
23
Service a la Fred
What can you do to be a Fred at Denali ?
![Page 24: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/24.jpg)
24
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?
![Page 25: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/25.jpg)
25
Thank YouEnjoy the Journey
![Page 26: Golf Course Customer Service Training](https://reader034.vdocuments.us/reader034/viewer/2022042623/545be4dcaf7959b4098b4593/html5/thumbnails/26.jpg)
26