2. “Customer service is an opportunity to exceed your
customer’s expectations”
WHAT IS CUSTOMER SERVICE?
–John Jantsch,
President at Duct Tape Marketing
3. FULLY ENGAGED CUSTOMERS are emotionally attached and rationally loyal.
They’ll go out of their way to locate a favored product or service, and they won’t accept
substitutes. True brand ambassadors, they are a company’s most valuable and profitable
customers.
INDIFFERENT CUSTOMERS are emotionally and rationally neutral. They have a
take-it-or-leave-it attitude toward a company’s product or service.
ACTIVELY DISENGAGED CUSTOMERS are emotionally detached from a
company and its products or services. They will readily switch brands. If switching is
difficult or impossible, they may become virulently antagonistic toward the company.
Either way, they are always eager to tell others exactly how they feel.
THE THREE TYPES OF CUSTOMERS
4. Happy Customers Tell 2-3 people
Unhappy Customers Tell 10-15 people
Mass Media Giants
➤Facebook
➤Twitter
➤Youtube
https://soundcloud.com/ryan-block-10/comcastic-
service
HAPPY CUSTOMERS & MASS MEDIA
5. WHAT SHOULD (OR SHOULDN’T) HAVE HAPPENED?
HAPPY CUSTOMERS & MASS MEDIA
6. Conferees – in person, over the phone, around campus.
Extended Conference Staff
Prospective students and parents.
Employees & Faculty of the university.
As a Guest Service Representative everyone is our guest.
➤ Uniform represents the university
TO WHOM DO WE PROVIDE SERVICE?
8. As employees of Conference Services, and ambassadors of
UCSB, we will treat everyone just as we wish to be treated by
providing excellent customer service embodying:
a welcoming, friendly, and professional environment;
our full attention and a sense of importance;
competence, thorough handling, and follow-up;
and a sincere “smile.”
OUR CUSTOMER SERVICE PHILOSOPHY
9. Provide the very best experience possible to our conferees.
Assist guests with all questions and needs.
Be informed.
Anticipate needs.
Never talk ill of the organization.
Make every effort to ensure no guest leaves unhappy.
Share information and help your team.
Bring any challenges to your supervisor.
CUSTOMER SERVICE EXPECTATIONS
10. Smile – Most important tip
20-10 Rule
Focus on our guests – Minimize Socializing
Make eye contact when speaking to conferees.
Be patient, listen, repeat – let the conferee know you
understand.
Be aware of your body language. (If you have time to lean you have time to clean)
Remember our conferees expect a pleasant and professional
experience, so choose your attitude.
TIPS TO MEET EXPECTATIONS
11. Is it a choice?
➤Do our guests care if you didn’t sleep enough?
➤Do they care if you were running late?
➤Do they care that you are tired because you had
company over late, had trouble sleeping?
You must be aware of what and how you say things
to our guests.
ATTITUDE
12. “I don’t know” is not an acceptable answer.
Resources
➤ Desk Computer
➤ Other GSR/FSOs and Returning GSR/FSOs
➤ Conference Summaries (BEOs)
➤Conference Services Desk Manuel
➤ Managers and Conference Staff
UNSURE OF THE ANSWER?
13. 4 Keys to Customer Service
➤ Service: Make serving others your top priority
➤ Attitude: You're in show business so play the part
➤ Consistency: Set high standards and stick to them
➤ Team Work: Look for ways to make each other look good.
TOOLS FOR GREAT CUSTOMER SERVICE
14. TOOLS FOR GREAT CUSTOMER SERVICE
L. A. S. T.
➤ Listen
➤ Apologize
➤ Solve
➤ Thank
16. What to do if you receive a complaint?
➤ Use your Customer Service Tools (L.A.S.T. & 5Rs)
➤ Be empathetic – place yourself in their shoes
➤ Take ownership of the problem
➤Give them options to resolve problems – We trust YOU
Who can help you with solutions?
➤ FSM/GSMs
➤ Conference Service Staff
GUEST RECOVERY