Customer service tristate 2015

AMAZING

Customer ServiceStephen Maguire, M.Ed

“The

answer

was always

yes.”

Why do kids

come to

your camp?

Our goal of

AMAZING customer

service should be

to make any

reasonable

customer happy

If the expectation of

what the customer is

going to ask is

‘unreasonable’ or

negative, that is how

we will respond!

Expect greatness… not negativity!

What/who our

employees talk

about could be

picked up on by

anyone!

Impressions make customer

service!• Line of cars around the corner

waiting to get to the drive

through

• As the line increases, two

employees (upper teens, low

twenties) come outside for a

smoke break

“I’m sposed to be on

like mega-psych meds,

but they make me feel

wicked retarded, so I

don’t take them.

F&@k that”

When people

feel safe, they

will want to

return

One small act

can make some

happy, but it

might save you

$$$$$ as well

“Little things are big

things” Bertuccis

Let’s talk $$$$$…• * Some percent of our budget should be

allocated to customer service…

Giveaways, thank yous, feel goods,

branding

• * Think about what our customer is

paying for our services and think how

you can sacrifice a small portion of that

$$$$ to return it to them in another form

The decision to

ask for help means

a person wants

HELP! Not how to

find the help!

Lots of people

want to feel

welcomed or

welcomed back

somewhere

Best and worst

customer service

you have ever

experienced?

Why? How did it

make you feel?

Customer Service

What does it mean to us

at camp? How do you

feel like you best

provide it now? What

does it look like at your

camp?

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