1. TRAINING EXCELLENCE Steps to Customer Service Steps to Customer Service 8 8 Your Text

2. WORLD CLASS CUSTOMER SUPPORT well known service standards of CUSTOMER SUPPORT 4 4

3. S M A R T1 SMART Specific Precise in meaning Measurable Should be quantifiable Achievable Realistic to the work Relevant Focus on the customers’ needs Time-limited A time frame for the action to occur

4. MEMORABLESIMPLE & CLEARFUN & BRANDABLE 234 The more attention you give to your customers, the higher the level of service they receive Be simple and direct in communicating with customers Give the customers a little fun experience and excitement to build loyalty.

5. HOW CUSTOMERS MEASURE YOUR SERVICE? Through their experience with your support team

6. Mystery shops Binary results based on service standards More data points are better Look for trends Advocates study: guest and team member

7. LEARNER OUTCOMES Must be clear Must be measureable Must be repeatable Must be demonstrable Must be trainable

8. PROGRAM MARKETING AND COMMUNICATION Create theme Create fun, memorable design Poster announcing training Service standards posters / Back of the house signage Newsletter

9. HOW WILL THE TRAINING BE? Engagement Increases Retention IMPORTANT Ratio 1:3 WIIFM What’s in it for the participant? PRE Learning 100% participants NO Attendees Socratic Method Micro Learning

10. POST-TRAINING DEPLOYMENT Supervisors & managers matter

11. ASSESSMENT SUPERVISORS & MANAGER MYSTERY SHOPPER CUSTOMER

12. CUSTOMER SERVICE EXCELLENCE IS A NEVER ENDING PROCESS!

13. contact: your own text fb: your own text twitter: your own text blog: your own text pinterest: your own text slideshare: your own text phone number: your own text Put the logo of your company above this text Write a brief about your company here. Your Own Text