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G.O.L.D. Refresher Training

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by

Training Office

on 21 November 2014

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Transcript of G.O.L.D. Refresher Training

"Refresher Training"
Defining the G.O.L.D. Standard of Customer Service
G.
O.
L.
D.
-
G
reet with a smile



-
O
bserve the need
-
L
ook for opportunities
-
D
eliver the experience
OUR MISSION
G
.O.L.D.
GREET WITH A SMILE
G.
O
.L.D.
OBSERVE THE NEED
Learn more about the customer
Find out their needs
Open Ended Questions
Close Ended Questions
Clarify details
Get to the bottom of an issue
"How may I help you today?"
"You're looking for Tommy Trojan, correct?"
G.O.
L
.D.
LOOK FOR OPPORTUNITIES
Offer solutions

"Can do" attitude

Read customer's body language

Understand the customer's sense of urgency

Take your service to a higher level
G.O.L.
D
.
DELIVER THE EXPERIENCE
Make it Personal
Who are we serving?
Colleagues
Clients
Guests
Riders
Diners
Students
Staff
Faculty
Trojan Family
Think about your "hooks"
How can each of us build lasting relationships with our fellow Trojans? (e.g. colleagues, customers, visitors, guests, clients, etc.)
What characteristics define an ideal USC
Auxiliary Services Trojan?
Positive Attitude
"The Happiness Advantage"

"Yes I can!"
Team Player
Step outside of your job scope

Help your unit when needed (e.g. call offs, short staffed, etc.)

Support your colleagues and their goals
Going Above & Beyond
Create the Best USC Experience

Challenge yourself daily to improve & grow

Thinking of new ways to satisfy our customers

Auxiliary Services Recognition Program
Happiness is a conscious choice we can make everyday!
Our Mission:
October 2014
What 'experiences' does USC offer?
"The Experience Economy"
Building lasting relationships
(Find your "Hook")
Staging the Experience
Engaging fellow Trojans

Creating positive memories

Guests remember "People not Products"(Disney Institute)
-Thank you notes

-Never let a customer leave unsatisfied

-Transparency and engagement
via social media
1 - Positive Attitude
2 - Team Player
3 - Going Above & Beyond
Creating positive experiences starts with a positive attitude!
“Do what you do so well that they will want to see it again and bring their friends”
– Walt Disney
"The way you learn to think has gotten you where you are today, good or bad, and the way you choose to think going forward will determine where you will be tomorrow."
(Kelly Newcomb)
THE
"Understand how to turn every interaction into an experience"
Flip to page 7
Make
Happiness
a habit

bewell.usc.edu
or
NON-VERBAL
Verbal
"Experiences are as distinct from services as services are from goods" (
Experience Economy
, p. 3).
"Companies stage an experience when they engage customers in a memorable way" (
Experience Economy
, p. 4).
Shawn Achor,
Happiness Advantage
#gratitude challenge
(213) 821-0800
TETRIS EFFECT
Full transcript