EMPLOYEE SEMINAROffered by Daniela Ortiz & Sean Benson

DAY ONE OF THIS SEMINAR https://www.youtube.com/watch?v=V4LnorVVxfw

ENJOY THIS VIDEO!!!

OUR BUSINESSWe are Dirty Johnson’s Dog Wash, we started in 2005 and are located at

2823 S. 2300 E. Salt Lake City. Our mission is to provide a fun inviting

environment to wash your dogs with out the inconvenience of making the

mess in your own home.

NO MORE HASSEL! WAHOO!

In the past, Dirty Johnson’s has had issues with low level of customer service

and bad reviews from loyal customers. We want to offer this seminar to all

existing employees. The reason for this employee seminar is to improve

employees communication skills, job satisfaction, and overall customer

service skills! We want all our Dirty Johnson’s employees to enjoy being at

work and be properly trained for any customer issue.

ICEBREAKERPlease introduce yourself and give us the number of pets you have had in

your life and one unique fact about you!

DANI : My name is Daniela “dani” for short! I have had 4 pets in my life, a

snake, a bunny, a lizard, and a bird. Surprisingly enough no dogs! One

unique fact about me is I speak fluent Spanish but a lot of people don’t know

that about me.

DOGGY TRAININGWe offer a place to come in and actually enjoy to bathe your dog and provide the space and tools to make it a memorable experience!

“Let’s not make washing their dog RUFF for them”

DOGGY TRAININGWe need to create an environment for our guest to feel the comfort of

their own home while washing their dog without the hassle and mess.

SAY IT WITH US EVERYBODY “NO HASSLE”

BREAK TIME! BE BACK IN 15 MINUTES PLEASE Lets all go to lobby….

WELCOME BACK!

ACTIVITY TIMECommunication skills game!The purpose of this game is to break up into two teams and get the puzzle box and two people will be back to back and person one will see the puzzle image and how its supposed to go and person two will not. Person one who saw the puzzle piece will have to try and explain how the puzzle piece goes without seeing the progress of person two. At any moment any other team member can tap in and try to navigate person two. The team who gets the puzzle piece first WINS!

DOGGY TRAINING

Our service is VERY important because we are a small local business that

positive word of mouth gets and KEEPS customers.

Let’s make our ultimate goal to keep developing customer loyalty for life.

DOGGY TRAININGAlways dress accordingly to our business.

Wearing our Dirty Johnson’s t-shirt will make you look like a part of staff and

let every customer know you are ready to help whenever they ask.

The proper shoes are required for safety because you will be around a lot of

water.

SAFTEY FIRST!!

DOGGY TRAININGUse the telephone correctly for good service! We have many benefits of the telephone, customers can call and make appointments and we never want to have a calling customer un answered.

TIPS ON TELEPHONE USE Always answer in a professional matter Answer any questions and take your time to find a solution Thank people for calling Be sure the conversation is over before hanging up Answer the phone promptly, three rings is too many Maintain a good attitude

DOGGY TRAININGProper way to answer a telephone call at Dirty Johnson’s

“Thank you for calling Dirty Johnson’s how can I help you?”

It’s easy now everyone try it!

DAY TWO OF THIS SEMINAR https://www.youtube.com/watch?v=g-8CbXfKbZo

EXCEED THEIR EXPECTATIONS WITH INFORMATION!BEING KNOWLEDGABLE ABOUT OUR PRODUCTS AND

SERVICES CAN CREATE A “CONVENIENCE” FOR OUR CUSTOMERS! TIPS FOR DEVELOPING KNOWLEDGE 1. Take note of products in the store when having to restock shelves. 2. Learn as much as you can about the products and what they do.3. Practice by telling others about the products back and forth in the office.4. Memorize services and prices provided.

ACTIVITY TIME! Try thinking of all our products and services and write them down on a

piece of paper. After a few minutes put down your pencils and discuss umongst another what you can remember.

Note what others remembered that you did not. See who could list the most services and products.

EXCEED EXPECTATIONS WITH TIMING

Creating fast and easy services for customers fosters loyalty.

Be ever vigilant in finding ways to improve systems and enhance convenience.

Give serious regard to a customer’s time and need for convenience.Be expedient in your business!

Set timelines you know you can beat, and surprise the customer!

BREAK TIME! BE BACK IN 15 MINUTES PLEASE Lets all go to the lobby…

WELCOME BACK!

USING BEHAVIORS THAT ENGAGE THE CUSTOMER. Our behavior is conveyed to others in the way we speak, type, and even

body language Having a good attitude is very important The receiver of the message determines what it “means.” Welcome customers to the store with a warm friendly, and genuine

greeting. Use the customer’s name whenever possible. Give customers your undivided attention. Maintain a positive attitude with every customer. Walk customers toward the door, thank them, and give a warm, friendly

good-bye.

SUMMARY If you take these simple concepts and apply them, it is inevitable that customer service ratings will rise. Give the customer what they want. Know why they matter, treat them professionally on the phone and show them respect, exceed their expectations with information and knowledge. Exceed expectations with convenience and timing. Beat deadlines you have set, make once and done services, remove repetition, utilize customer feed-back to constantly improve your services. Use behaviors that make customers want to be a part of your operation. Do not undermine their sense of urgency. They are what keeps the company going! Thank you guys for completing the seminar. Have a dog gone good day!!!!!!!