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G.O.L.D. Refresher Training
Transcript of G.O.L.D. Refresher Training
Defining the G.O.L.D. Standard of Customer Service
reet with a smile
bserve the need
ook for opportunities
eliver the experience
GREET WITH A SMILE
OBSERVE THE NEED
Learn more about the customer
Find out their needs
Open Ended Questions
Close Ended Questions
Get to the bottom of an issue
"How may I help you today?"
"You're looking for Tommy Trojan, correct?"
LOOK FOR OPPORTUNITIES
"Can do" attitude
Read customer's body language
Understand the customer's sense of urgency
Take your service to a higher level
DELIVER THE EXPERIENCE
Make it Personal
Who are we serving?
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?
"The Happiness Advantage"
"Yes I can!"
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!
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."
"Understand how to turn every interaction into an experience"
Flip to page 7
"Experiences are as distinct from services as services are from goods" (
, p. 3).
"Companies stage an experience when they engage customers in a memorable way" (
, p. 4).