Transcript Document

CONSULTING
CUSTOMER SERVICE BASICS – START ME UP
BAM TEAM
Jordan Fraser CEO BAMTEXT: Jordan Fraser has 8 years experience in multiple
Project/Team Lead and Business Development roles within Information Technology
companies and private sector.
Education: UPEI - Bachelor of Business Administration -2008
Owner CEO of BamText
Megan Murnaghan – BAmText Consultant: Megan is a 2012 graduate of UPEI. Megan is
BamText top performing constultant. And Has been the lead on implementing Strategic
Customer service systems for customers including Irving Oil, Northumberland and Bay
ferries and PEI Golf Courses
Education: UPEI - Bachelor of Business Administration -2012
Stephanie MacPherson, BAMHT, MTA: Antigonish native and currently an Instructor in the
Bachelor of Hospitality & Tourism Management program at Cape Breton University.
She has
almost 15 years of tourism and hospitality industry experience in Canada, the United States
and Ireland
Education: Masters degree in Tourism Administration (concentration in Sustainable
Destination
Management)
Bachelor’s degree in Tourism & Hospitality Management and associates degree in Events
&
Convention Management
Introduction to Customer Service
WHAT IS CUSTOMER SERVICE?
• Service provided to customers before,
during and after purchasing and using goods
and services.
• Good customer service provides an
experience that meets customer
expectations. It produces satisfied
customers.
• Bad customer service can generate
complaints. It can result in lost sales,
because consumers might take their business
THREE KEY ELEMENTS
1.Expand your idea of service
2.Consider or reconsider who your
customers are
3.Develop customer friendly service
techniques and systems
EXPAND YOUR IDEA OF SERVICE
1.How you define service shapes every interaction
you have with your customers. “Service” should
provide the customer with more than a product or
action – it should shape their experience
2.Service starts early. Before, During and After a
experience
3.Service needs to tailored to each part of the
customer life cycle
4.Service is no longer just providing a smile, clean
beds, and hot meals
WHO ARE YOUR CUSTOMERS?
Customers need someone to understand their needs and help answer
them
Seniors
-Require physical assistance
-Require supplies
-Looking for senior friend designations
Family's
-Looking for amenities
-Want close attractions
-Require supplies – Crib Book
Affordability
Students
- Wifi
- Cell Service
- Affordability
High Chair -
Coloring
SERVICE TECHNIQUES AND SYSTEMS
1.Standards
- Staff
- Owners
- Managers
2.Communication
- Feedback
- Social Media
- Website
3.Start from day one – Hiring process
SERVICE STEPS TO SUCCESS
1.Create a Customer Service Vision
2.Assess Customer Needs
3.Hire the Right Employees
4.Set Goals for Customer Service
5.Train on Service Skills
6.Hold People Accountable
7.Reward and Recognize Good Service
GOOD CUSTOMER SERVICE QUALITIES
STARTS WITH
ONE ACTION
COMMUNICATION