RCS Training Program
Feb 15, 2016
RCS Training Program
Riders for Customer Service, TRAINERS
Morgan Nelson Jared Wallenmeyer
Austin Lay Tim Lau
Our Mission:Comfort and safety is our number one goal, with an emphasis on enjoying the entire ride. Upon entry, to exiting, and all that lies in- between, we remain committed to providing excellent service to all who ride.
Our Objectives:★ Provide an intense certification program for ride operators. ★ Empower ride operators with communication skills, knowledge, and
confidence. ★ Provide the customer service training needed to enhance the rider
experience..
Riders for Customer Service
ATTENTION… ATTENTION...We ask that you remain seated and prepared,with a willingness to learn. Please keep your focus on our trainers at all times and get ready for a customer service training experience that will blow your mind.Thank you, and...
Enjoy the ride!
How to Deal With Customer ComplaintsA Training on how to be better for our customers
A Few Facts about Customer complaints- If you resolve a complaint in the customers favor they will want to do business with you 70% of the time again
- Up to 95% of customers will give you a second chance if you handle their complaint successfully and in a timely manner
“As far as customers are concerned, you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back- perhaps even to make or break the company” - Unknown
Tips to handle a bumpy ride - Remember the complaints contain insight- Give credence to each customer- Use Supportive Questioning- Time is of the essence- Don’t take it personally
CARP
- Control- Acknowledge - Refocus - Problem solved
Identify what short of complainer they are1. The Meek Customer2. The Aggressive Customer3. The High Roller4. The Chronic Complainer5. The Barnacle
A gut checkupset customer = 1 personTells +11 other peopleWho each tell 5 people +55 peopleTotal who heard = 67 people
Customer service Paul R. Timm, sixth edition
Remember!!!!Don’t take the complaints personally we never know the reason for the complaint lets just do everything in our power to fix it and keep the customer happy.