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Customer Service Excellence |
Top hospitality & tourism organizations differentiate themselves through exceptional customer service and an ability of their employees to represent the club with the highest degree of integrity, friendliness, and dependability through effective and efficient demonstration of the club vision and principles.
So what exactly is customer service? First and foremost, a customer’s perception is key to service quality. As one manager put it “What concerns me is not the way things are, but the way people think things are.”
If what you do is not perceived as having value by the customer, then it is not valuable to your club.
Workshop Objectives:
- To create a shared understanding of what customer service means.
- To better understand the elements of customer service and service excellence.
- To find ways to implement better customer service at your orfganization
Workshop Outcomes:
- As service supervisor/ manager you will learn:
- How to recognize the three major barriers to customer service excellence (environmental, skills and knowledge, emotional)
- The major elements of customer service (e.g. eliminate irritants, perform as promised, manage the member’s experience, make teamwork work, recover remarkably, how to deal with a difficult member)
- Effective and efficient ways of providing customer service excellence
- How to inspire your service team to provide customer service excellence.
Quality in a service or product is not what you put into it.
It is what the client or customer gets out of it. ~ Peter Drucker
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