Customer Service Training Logo

At the completion of this course we will be able to:

• Create an unforgettable first impression for our guests

• Make customers feel important

• Use a process for meeting/greeting guests

• Determine the expectations of our guests

• Manage the expectations of our guests in order to WOW them

Why are we here?

Our Goal!

We’re  not  here  to sell you

anything. We just want you

to feel different when

you leave.

10 Things your guests wish you knew about them. (Here are 10 studies that reveal things your customers wish you knew)

Guests  value  “Good”  service  more  than  “fast”  service. Recent studies show that customers who receive competent, knowledgeable, and encompassing

services are more likely to remember their experience and

tell their friends. Additionally, customers  cited  “rude,  incompetent  and  rushed”  service  as  their  #1  reason  to  abandon  a  brand,18%  more  often  than  “slow”  service.

• http://businessjourn.gup.com/content/727/when-speed-kis.spx#1 • http://www.rightnow.com/fies/nst-reports/RightNow-Customer-Experience-Impct-Report-2011.pdf

Guests love Personalization & Personalized service. They will reward it!

In a study from the Journal of Applied Social Psychology, researchers were able to increase the average tips that waiters received by over 23%

http://onlinelibrary.wiley.com/doi/10.1111/j.1559-

1816.2002.tb00216.x/abstract

http://www.ncbi.nlm.nih.gov/pmc/articles/PMC1647299

Customers will remember you if you can remember their name. According to recent research, few sounds are as pleasant as

hearing our own names

There are few things customers talk about more than a pleasant surprise.

One of the most talked about experiences is something is a surprise

Zappos example

Creating  Goodwill  doesn’t  have  to  be  expensive. Creating goodwill with guests has proven to be more about the act, rather then the cost.

Customers will stick with your loyalty programs if you get them started. Dreze & Nunes study

Customers love Brand stories, and selling through stories is effective.

If  you’re  struggling  to  innovate, your guests are a great resource

Third Place

Smile

Enthusiasm

End with a fond farewell