CUSTOMER SERVICE101

what is CUSTOMER SERVICE?

providing a quality product or service that satisfies the

needs/wants of a customer and keeps them coming back.

CUSTOMER SERVICE: CORE 5

smile

eye contact

tone of voice

be attentivehow you

look

when required to go one mile, go a second

CUSTOMER SERVICE : SECOND MILE

smileanticipate

needswalk alongside

yes man

Stop and listen

CUSTOMER SERVICE : BEST PRACTICES

approach and introduce

repeat names

my pleasurework

alongside connect

PRACTICAL HABITS

PRATICAL HABITS: DO’S AND DON’TS

wrong approach“i don’t know”

“no”“that’s not my job”

“you’re right – this is bad”“that’s not my fault”

“calm down”“i’m busy right now”

friendly approach“i’ll find out”“what else can i do?”“let me find the right person who can help you”“i understand your frustrations”“let’s see what we can do about this”“i’m sorry”“i’ll be with you in just a moment”

PRACTICAL HABITS: QUALITIES

friendliness

empathyfairness

control

product information

alternatives

PRACTICAL HABITS: FIRST IMPRESSIONS

personal responsibility

polite manners

how can I help you?

core 5problem solving

instant rapport

PROBLEM SOLVING

PROBLEM SOLVING: ROLE PLAYwrong bib

number

arrived late to race

made wrong turn on course

needs to leave before awards

ceremony

emailed race director to fix

birthdate

wants to speak with event

director bib number not in

resultsvolunteer

miscommunicated to participant

awards ceremony not on time

KNOW IMPORTANT PEOPLECharity

volunteer

partners

Sponsor

VIPsrepeat runners