3. Today’s Objectives Define REAL. Identify the connection between REAL and PRIDE. Identify the foundations of customer service. Take at least one work task and demonstrate how it’s different when REAL is applied.

4. The REAL Statement Delivering REMARKABLE service by EMPOWERED employees creating AMAZING experiences resulting in LASTING impressions. REAL is our customer service philosophy, these are our expectations for our employees. REAL IS OUR “BRAND” OF SERVICE.

5. Parks and Recreation Mission: To establish a Parks and Recreation system for our citizens that provides them with a source of pleasure, promotes economic development, minimizes demands on valuable City resources, and instills pride in those who make it happen. Parks and Recreation Vision: To Achieve Excellence and Create Fun Beyond Imagination!

6. P.R.I.D.E. P eople First R espect I ntegrity D eliver E xcel P.R.I.D.E. was established to recognize and reward employees who go the extra mile to provide professional, quality customer service.

8. Foundations of Customer Service Customer Service 101: Customer Service Basics Interactions with Customers Communication Image/Moments of Truth Personal Responsibility Without the basics, REAL customer service cannot be achieved.

9. Foundations of Customer Service Interacting with Customers Greeting customers Building relationships – treat every customer as your best friend Put yourself in the customer’s shoes Phone greeting – let them hear your smile Energy and enthusiasm Remember that people are in our facilities/parks to have fun Email

10. Foundations of Customer Service Communication YOU are responsible for setting the tone through tone of voice, body language, and listening. With effective communication, we can give the customer everything they need. Give them what they need and then one more thing. (The “Amazon Effect”)

11. Image / Moment of Truth Foundations of Customer Service The “Moment of Truth” is the point at which a customer comes in contact with you and forms an opinion of your service based on: DressPersonal Hygiene PostureBody Language BuildingsGrounds Phone EtiquetteKnowledge Email

12. Personal Responsibility Taking personal ownership/initiative Have you ever ignored a basic task because you reasoned that “it’s not my job”? Customer service is everyone’s job. Submitting ideas to better the department Thinking of ways to improve customers’ experiences isn’t just the job of supervisors or senior managers. Foundations of Customer Service

13. The REAL Statement Delivering REMARKABLE service by EMPOWERED employees creating AMAZING experiences resulting in LASTING impressions. Once the Foundations of Customer Service have been met, REAL customer service can be offered. REAL is our “BRAND” of Customer Service!

14. Benefits of Remarkable Customer Service Retain/Increase revenue Keep citizens happy Build customer loyalty Spread good feeling Enhance City image Foster “Employer of Choice” environment What are the benefits for the City of Allen Parks & Recreation Department? Motivate employees Promote a variety of activities, new and old Build confident customers Create loyal employees Creates favorable political support for our services

15. Consequences of Unremarkable Customer Service x Loss of customers/revenue x Builds bad reputation x Creates stressful & unhealthy work environment x Fosters employee turnover x Discourages employees x Promotes lack of communication x Creates poor attitude in employees

16. Training Objectives Review By now you should be able to: Identify the connection between REAL and PRIDE. Identify the foundations of customer service. After the break, we will: Define REAL and it’s guiding principles. Take at least one work task and demonstrate how it’s different when REAL is applied.

18. The Guiding Principles of REAL R Delivering Remarkable Service  We will be accessible to our customers and respond to them in a timely manner with clear and accurate information.  We will exercise flexibility and respond to changing customer needs.  We will seek to delight our customers and establish close customer relationships  We will provide seamless, consistent service from facility to facility and location to location. Our service level will become the brand by which we are known.  We will recognize that our internal customers are as important as our external customers, since requests from our co-workers ultimately help us provide outstanding service to our customers.

19. The Guiding Principles of REAL By Empowered Employees  We will all play a part in the continuous improvement of the department.  We will exercise creativity and problem solving skills as well as be accountable for results.  We will own problems and ensure customers get the answer they seek, even when we cannot personally provide them. We will follow up to ensure that our customers receive a response to their concerns.  We will understand that our team’s success is more important than our individual success. Therefore, we will support and encourage each other to ensure that sound service practices are followed so that the team as a whole is successful.  We will give priority to training and developing employees so that they can be successful in delivering REAL service. E

20. The Guiding Principles of REAL Creating Amazing Experiences  We will ensure that when a mistake occurs, we will immediately correct the problem and learn from the experience.  We will provide personal attention to ensure each customers feels special and important.  We will provide a unique brand of service unmatched by others.  We will ensure that our service delivery will be based on being keenly aware of what our customers value. A

21. The Guiding Principles of REAL Resulting in Lasting Impressions  We will always recognize that we are the face of the organization. Lasting impressions begin and end with each of us and how we interact with our customers.  We will put the interest of our patrons first at all times.  We will understand that focusing on details will leave lasting impressions and we will look for ways to “WOW” our customers.  We will apply innovative thinking to continuously create new opportunities for our customers to experience. L

22. The REAL Statement Delivering REMARKABLE service by EMPOWERED employees creating AMAZING experiences resulting in LASTING impressions.

23. It’s easy to BE REAL! REAL flexible REAL accessible REAL genuine REAL consistent REAL to everyone REAL progressive REAL creative REAL willing to learn REAL accountable REAL supportive REAL aware REAL unique REAL ready to sacrifice REAL impressive REAL attentive REAL responsive REAL innovative REAL focused on details REAL responsible a REAL example

24. Q & A Time!