3. What Have I learned in the Service Industry? GAPS Guest Anticipation Periods

4. One Minute Greet 2 Minute/2 Bite Checkback 8 Minute Apps 18 Minute Entrees Hot Food Hot / Cold Food Cold

5. What are GAPS in our world? How do we close those gaps? i.e. Customer waits on hold for a technician to pick up or for a call back on after-hours. To assist in closing this gap, we have scattered the help desk shift start times to have the help desk staffed fully during daytime peak periods and have someone available for the drive in to the office and return home.

6. Great Customer Service Going the Extra Step… What does this do for us when we provide our customers with Excellent Customer Service? – 81% Tell their friends and family about it. – 45% broadcast experiences on social media. – 35% write about experiences on review sites. – 52% will continue to do business with your company. – 24% will choose your company over competitors for up to 2 years.

7. What are the Top Skills needed to provide Excellent Customer Service? Be a Great Listener! Outstanding and Clear Communication Skills Keep Calm and Have Patience Keep Your Promises! Confirm that the customer is happy with the solution Become an Expert and know your product! Good Body Language (Both in person and on phone) Be Confident Handle Surprises Well Know your organization.

8. Customer Service Facts and Stats A typical business will only hear from around 4% of unsatisfied customers. On average, a loyal customer is worth up to 10 times as much as their first purchase. It takes 12 positive experiences to make up for 1 unresolved negative experience. News of bad customer service reaches more than twice as many ears as praise for good service experiences. 3 out of 5 Americans (59%) would try a new brand or company for a better service experience. 75% of Customers believe that it takes too long to reach an agent. 80% of companies believe that they deliver Superior Customer Service. 8% of people think that these same companies deliver Superior Customer Service. FYI…Facts and Stats were provided by American Express, Forbes Magazine and White House Office of Consumer Affairs.

9. Q&A ?