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Customer Service - New Employee Version

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by

Anna Hintz

on 27 May 2014

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Transcript of Customer Service - New Employee Version


Customer Connection
BASC provides a
positive experience
each and every time we interact
with the campus community.

Customer Centered Culture
Employees are placed first
Employees provide the highest possible service to customers
Success follows

Before every decision, ask:
How will our customers perceive this?

Why Customer Connection?
It's our competitive advantage
Customer Connection
Meet expectations = Satisfy
Exceed expectations = Delight

How Do We Reinforce a Customer Centered Culture?
Leadership
Goals - Team & Company
Training
Certified Connection Specialists
Recognition
Caught in the Act of Caring
Continuous Improvement
Continuous Improvement Team
Know Our Customers
Parents, Faculty, Staff, Students
Regional Guests
National Guests
International Guests
Prospective Students
Current Students
Generation Y (Millennials)
Quick to adopt technology
Connected
Support causes
Frugal (86% reported "lowest everyday prices" as #1 criteria in choosing retailer
Try to limit risk before buying
It's all about the EXPERIENCE
Doing vs owning
Customization/personalization
Future Students
Generation Z or iGen
Under 18 years old
Digital natives = technology is key influencer
Marketing savvy
Real power = influence on peer and household buying decisions
Customer
Center
Preferences
Experience
Value
Quality of Place
Co-curricular Activities
Placing People First
How will this impact my customers?
Service:
Service
Every contact a guest has with us is an opportunity to impress them
Customers form their opinion of BASC from us
Three Steps of Service
Service
Service:
Provide Genuine Care
Everyone has customers
Internal
External
Dress professionally
Smile
Greet customers promptly
Demonstrate your
passion for excellence
The Impact of Dissatisfied Customers
… most (96%) will never complain to you
www.basc1.org is a great reference!
Know general info
Days and hours of
operation
Names of managers
Other BASC operations
Places of interest
Unit specific info
Prices
Promotions
Menu/ingredients

Service:
Be Knowledgeable
Service
"Make serving others your #1 priority. You're in a noble profession. Be proud of what you do and where you work."
Build Relationships
College community = recurring customers
Consistency:
Be dependable
Act with integrity - do what you say you will
Don't over promise
Consistency:
Create a favorable impression
Consistency:
Employee Empowerment
Attitude:
Understand and apply BASC procedures:
Safety and legal procedures - follow at all times
Procedures established for better customer service:
Dress codes
Complimentary items
Refunds

Employee Empowerment
Attitude:
Be proactive -- Prevent problems before they occur
Don't keep customers waiting
Prevent slow service
Prevent rushed service
Prevent problems due to
poor quality
4 Keys to Building Customer Connections
Service
Consistency
Attitude
Teamwork
Behave as if you're on camera...


...because you probably are!
Service:
Lights, Camera, Action!
Deliver what's expected
Meet or exceed expectations
Take pride in your work
Quality Matters
Consistency:
Attitude:
Like happiness,
attitude is a choice!
Attitude:
Tips to stay positive:
Don't let others' negative attitude bring you down
Stay out of the Gossip Zone
Give others the benefit of the doubt
Learn to give and receive feedback in constructive way
Be a Bucket Filler!
Attitude:
Ways to project a positive attitude:
SMILE
Eye contact
Friendly greeting
Employee Empowerment
Attitude:
How to handle customer complaints:
Apply LAST concept:
Listen
Accept responsibility and Apologize
Solution
Thank

Employee Empowerment
Attitude:
Whenever possible...
Give 'em the pickle!
Have fun!
Attitude:
It's contagious!
To your co-workers
To your customers
Why not?
In many cases we spend more time with each other than with our families


Teamwork
Help one another be successful
Take care of your internal customers (co-workers)

Make each other look good!

Continuous Improvement
Teamwork
You are a tremendous resource
Listen to customers (eyes & ears)
Share your ideas with your team and manager
Offer suggestions to improve:
Processes
Service
Products

Continuous Improvement Team
Teamwork
Be a part of creating changes to provide even better customer service!
Talk to your manager
Let them know if you're interested
Have fun!
Attitude:
We know you know how!
WIIFM?
Happy customers
Company success
Positive work environment
Satisfaction and pride
Positive comments spread too!
Customers return because they like what happened last time.
Stick to your high standards.
Consistency:
What's Happening?
Know Our Customers
Seek to understand
… but their entire social network will know
Let your manager know if you're interested.
Employee Opportunities:
Certified Connection Specialists
Oct. 15, Jan. 7, and March 8
Continuous Improvement Team
Customer Connection Tip of the Week - Starts Sept. 16
What are your operation’s
customer service policies?
Apply the Platinum Rule
Full transcript