The Customer Experience Expedition:

A Service Ethic Trail Map

Kristin Gibson, Associate Director for UREC ServicesErica Foltz, Assistant Director for Member Services

Christian Miller, Graduate Assistant for Member ServicesJames Madison University

#NIRSA2018

Learning OutcomesAt the conclusion of this presentation, participants will be able to…

● articulate the importance of continually developing the customer service philosophy of a campus recreation department.

● identify six key features of companies with successful customer service philosophies.

● determine one key feature to prioritize as a department to improve the customer experience.

#NIRSA2018

1.Importance of Customer Service

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The Customer experience

Service Ethic -> Customer Service The Customer Experience

Employer Training

Employer Expectations

Employer Policies/Procedures

External Factors Out of Employer’s Control

Every Interaction with Staff

Every Visit in Sum

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If your department has a customer service philosophy, please share with your group.

What customer service training is provided?

Service in Your Organization

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Great service equates to:- Increased retention- Increased brand admiration- Growth- Employee engagement

#NIRSA20182.key service features of successful companies

VirginAmazon

rei

Virgin

“#NIRSA2018

Our mission statement is simple, yet the foundation of everything we do at Virgin Atlantic Airways... to embrace

the human spirit and let it fly.

#NIRSA2018Employees First

“Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” – Richard Branson

Reward staff publicly for satisfying customers

Virgin’s flexible work schedules - not one size fits all

Hire friendly, positive people, train and empower them

#NIRSA2018Genuine Spirit

treat customers like real people; have fun and listen

Customers are individuals, not generic, faceless beings

Leaders should be visible, should listen, and CAN HAVE FUN

Being honest and real will help build connections with customers

#NIRSA2018Key featuresEmployees Firsthire friendly, positive people, train and empower them

Genuine Spirittreat customers like real people; have fun and listen

REI

“#NIRSA2018

It's simple. Yet powerful. Individuals working together for a common good.

No shareholders. No stakeholders. Just members.”

#NIRSA2018Customer Involvement

Co-Op Model

Town Halls, Q&A Sessions

Reddit AMA

listening to those who utilize your facilities, services, & products everyday , value the input of your members

#NIRSA2018Living the Mission

#OptOutside

Yay Days

Funding Research

REI Outdoor School

practice what you preach, be your own best spokesperson, be the example

#NIRSA2018Key featuresPrioritizing Customer InvolvementListening to those who utilize your facilities, services, & products everydayValue the input of your members

Living the MissionPractice what you preach, be your own best spokesperson, be the example

amazon

“#NIRSA2018

Amazon’s vision is to be Earth’s most customer-centric company, and that includes customers with disabilities. We’re working hard to provide the tools, services, and devices that make it easy for you to enjoy everything

Amazon has to offer.”

“#NIRSA2018

#NIRSA2018Community stewardship

Holiday Military Packages

Smile.Amazon.com

Amazon’s A to Z Experience

Warrior Games

Hometown Investment● Sponsoring large city-wide events● Purchasing a Seattle Streetcar● Hosting community Farmers Market● Board member volunteer work

careful and responsible management of something entrusted to one’s care

#NIRSA2018accessibility

Buying & Selling

Amazon Prime

Quick, Easy Returns

Shopping Made Simple● Usability Features Based on Disability● Frustration Free Packaging

capable of being reached, used, understood or seen

#NIRSA2018Key featuresCommunity Stewardshipcareful and responsible management of something entrusted to one’s care

Accessibilitycapable of being reached, used, understood or seen

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3.Application of key features

#NIRSA2018Recreation Examples

Clemson

Texas A & M - Commerce

NIRSA

#NIRSA2018Key Features Contributing to a positive customer experience

- Employees First- Genuine Spirit- Customer Involvement- Living the Mission- Community Stewardship- Accessibility

Select one key feature you’d like to apply in some way within your department. What is your idea and how it will improve the customer experience?

#NIRSA2018

Learning OutcomesAt the conclusion of this presentation, participants will be able to…

● articulate the importance of continually developing the customer service philosophy of a campus recreation department.

● identify six key features of companies with successful customer service philosophies.

● determine one key feature to prioritize as a department to improve the customer experience.

#NIRSA2018

Let’s elevate this conference!Any questions?You reach us at www.nirsa.org/contact

#NIRSA2018RCRSP designation holders can earn CEUS!

1. The attendee must complete a session evaluation.

2. The attendee may collect a session attendance certificate from the session host to document attendance for this education activity. Keep for your files!

Questions? Visit the NIRSA Education Table at conference for assistance, or email registry@nirsa.org