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The Enjoyable Golf Club EXPERIENCE Providing Exceptional Guest Services.

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Presentation on theme: "The Enjoyable Golf Club EXPERIENCE Providing Exceptional Guest Services."— Presentation transcript:

1 The Enjoyable Golf Club EXPERIENCE Providing Exceptional Guest Services

2 Creating 5-Star Customer Service

3 Outstanding customer service is not a department… it’s an attitude.

4 Every successful endeavor depends on how well we get along with others.

5 Success has so much to do with simply learning to be a team player.

6 The 50 Million Dollar Product The Attitude Box

7 5-Star Service Starts and Ends With Six Attitudes…

8 The Friendly Factor Kind, polite, cordial, hospitable, neighborly, warmhearted, welcoming. Attitude #1

9 The Friendly Factor Guests first and foremost measure our service based on our Friendliness.

10 Customers always make a judgment in the first few minutes based on friendliness. The Friendly Factor

11 Don’t wait for people to be friendly. Show them how. The Friendly Factor

12 Being friendly can accomplish much. It causes mistrust and misunderstanding to disappear. The Friendly Factor

13 We are treated according to how we treat others. The Friendly Factor

14 The hole in the ship syndrome (A Golf Staff is only as strong as its weakest link) The Friendly Factor

15 It only takes one team player to create an unpleasant experience for the guest. The Friendly Factor

16 Don't open a shop unless you like to smile. - Chinese Proverb The Friendly Factor

17 Guests will forgive just about anything except the way we have made them feel. The Friendly Factor

18 There is only one way to get to 1 st base. The Friendly Factor

19 understands the power of friendliness. Disney World The Friendly Factor

20 Your Childhood Neighborhood The Friendly Factor

21 The Enthusiastic Edge Fervent, zeal, optimism, excited, inspired, moved, motivated, passionate. Attitude #2

22 Having enthusiasm is simply a by-product of having an appreciation for life. The Enthusiastic Edge

23 Enthusiasm glows, radiates and immediately captures everyone’s attention. The Enthusiastic Edge

24 None are as old as those who have outlived enthusiasm. The Enthusiastic Edge

25 Success on the job can be measured by the amount of enthusiasm we had in our career. The Enthusiastic Edge

26 I never did a day's work in my life. It was all fun. - Thomas A. Edison The Enthusiastic Edge

27 Some have enthusiasm for 30 minutes, some for 30 days, but it is the person who has it for 30 years who makes a success of his or her life. The Enthusiastic Edge

28 Genius is nothing more than inflamed enthusiasm! The Enthusiastic Edge

29 Some of the world’s greatest feats were accomplished by people not smart enough to know they were impossible. The Enthusiastic Edge

30

31 Success is going from failure to failure without a loss of enthusiasm. - Winston Churchill The Enthusiastic Edge

32 The Caring Connection Understanding, thoughtful, attentive, compassionate, concerned, considerate. Attitude #3

33 Caring is the #1 Attitude The Caring Connection

34 The foundation of every other attitude. The Caring Connection

35 Excellent people skills happens when we genuinely care about others! The Caring Connection

36 A 30-second call to a Golf Club will reveal their level of service… The tone of our voice is the key. The Caring Connection

37 He that does good to another does good also to himself. -Seneca The Caring Connection

38 It’s all about trust. The Caring Connection

39 We should be too big to take offense and too noble to give it. - Abraham Lincoln The Caring Connection

40 4 qualities of a service superstar… Patient Listener Attentive Nice The Caring Connection

41 Patience is the companion of wisdom. - St. Augustine The Caring Connection

42 One of the greatest compliments we can give to a person is to ask their opinion and then listen intently. The Caring Connection

43 When people are asked to remember a person who meant a lot to them in life, they usually remember someone who really cared and listened to them. The Caring Connection

44 In the final analysis, 5-Star Customer Service will only work when we genuinely care about our guests. The Caring Connection

45 The Respect Response Admiration, high opinion, esteem, reverence, value, regard, honor. Attitude #4

46 Respect conveys our willingness to serve. The Respect Response

47 We will always bring out the best in others when we show them respect. The Respect Response

48 Respect gives value to another person. It conveys that we feel they are important. The Respect Response

49 5 Secrets to Being Respectful: 1. Have a high regard for others 2. Consistently encourage others 3. See the potential in others 4. Consistently be considerate 5. Consistently listen intently The Respect Response

50 John Wooden – ULCA Basketball Coach record (.813 record) “Respect a man and he will do all the more.” The Respect Response

51 The Encouraging Effect Cheer, support, reassure, strengthen, uplift, fortify, inspire, help. Attitude #5

52 Creates a positive work environment for the entire team! The Encouraging Effect

53 See others not as they are, but what they can become. The Encouraging Effect

54 Correction does much, but encouragement will do more. The Encouraging Effect

55 Coaches Teachers Managers Parents Service reps Etc… The Encouraging Effect

56 When we seek to discover the best in others, we somehow bring out the best in ourselves. The Encouraging Effect

57 We need to applaud the accomplishments of others, recognize their successes, and encourage them in their pursuits. By helping others, everybody wins. The Encouraging Effect

58 The most helpful, influential, and predictable people- builders are praise and encouragement. The Encouraging Effect

59 The Appreciation Advantage Grateful, Thankful, pleased, much obliged, praise, indebtedness. Attitude #6

60 The Appreciation Advantage Expresses to our customers that we value their support.

61 Expresses to our team that we value their contribution. The Appreciation Advantage

62 "Gratitude is not only the greatest of virtues, but the parent of all others." -- Marcus Cicero The Appreciation Advantage

63 William James– Father of Psychology… “The deepest principle in human nature is the craving to be appreciated.” The Appreciation Advantage

64 Guests who feel appreciated will always rate our service higher. The Appreciation Advantage

65 The worst poverty is produced by a life empty of gratitude. The Appreciation Advantage

66 "In our daily lives, we must see that it is not happiness that makes us grateful, but the gratefulness that makes us happy." The Appreciation Advantage

67 Christmas morning with the kids The Appreciation Advantage

68 The $64,000 Question… So how do we improve on our guest services?

69 Improve on these 6 attitudes… 1.How friendly is our team? 2.Do we show enthusiasm? 3.Do we genuinely care? 4.Are we respectful toward others? 5.Do we encourage others? 6.Do we show appreciation?

70 Perseverance

71 Service Starts with a Smile Seminars TM


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