1. Delivering Exceptional Customer Service Certified Security Professionals Universal Protection Service Choosing to thrive rather than to survive

2. You Have the Power To Make a Difference! Video: Serve Right Universal Protection Service Certified Security Professionals

3. Great Customer Service Where have you experienced great customer service? Certified Security Professionals Universal Protection Service

4. Bad Customer Service Where have you experienced bad customer service? Certified Security Professionals Universal Protection Service

5. Who do they tell? Dissatisfied Customer – will tell 9 to 12 friends or associates. Competition will soon find out. Satisfied customer – is an indifferent customer. He/she will not talk about their experience unless surveyed. Delighted customer – is a happy customer. He/she is delighted to tell 4 to 5 friends and associates. This person will become your greatest sales person.

6. Reinventing the Customer Experience In the hotel business, “every housekeeper, bellman, engineer, and desk clerk knows that he or she is permitted – no, expected – to go outside the standard procedures when necessary to satisfy an unhappy guest … or provide that guest with a moment of unexpected satisfaction.” -- Jonathan Tisch Universal Protection Service Certified Security Professionals

7. Mission Statement “To make people happy” Certified Security Professionals Universal Protection Service

8. Mission Statement “To solve unsolved problems innovatively” Universal Protection Service

9. Mission Statement “To give ordinary folk the chance to buy the same thing as the rich people.” Certified Security Professionals Universal Protection Service

10. Mission Statement “To push the leading edge of aviation, taking huge challenges doing what others can not do.” Universal Protection Service

11. Mission Statement Credo The Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission. We pledge to provide the finest personal service and facilities to our guests who will always enjoy a warm, relaxed, yet refined ambience. The Ritz-Carlton experience enlivens the senses, and fulfills even the unexpressed wishes and needs of our guests. Certified Security Professionals Universal Protection Service

12. Mission Statement Motto “We are ladies and gentlemen serving ladies and gentlemen.” Three Steps of Service 1.A warm and sincere greeting. Use the guest name, if and when possible. 2.Anticipation and compliance with guests needs. 3.Fond farewell. Give them a warm good-bye and use their names, if and when possible. Certified Security Professionals Universal Protection Service

13. Mission Statement We provide unmatched service and security solutions by creating and cultivating partnerships with our security professionals and clients. Certified Security Professionals Universal Protection Service

14. Keeping the Promise Keeping the promise is difficult –Human emotions are unpredictable –Consistency can never be guaranteed Therefore, it is necessary to OVER DELIVER Certified Security Professionals Universal Protection Service

15. How to Over Deliver Look for ways to increase the deposits into your Customer Service savings account daily. DepositsWithdrawals Positive Contact Points / Systems Torture Contact Points / Systems Certified Security Professionals Universal Protection Service

16. How to Keep the Magic Alive The magic of the Human Contact Points resides in the DETAILS. –Resides in the welcoming smile –Remembering, when appropriate, to ask About the family The new house, new car, new dog, new baby Their health, their vacation Etc. Certified Security Professionals Universal Protection Service

17. The Greeting! The greeting is the beginning of a great customer experience! Certified Security Professionals Universal Protection Service

18. Unmatched Customer Service The difference between excellent and exceptional is only One Degree Universal Protection Service

19. Video: 212 Degrees Certified Security Professionals

20. Summary Certified Security Professionals Universal Protection Service Give your customer something they can not get anywhere else Over deliver - Increase your customer service deposits daily Keep the magic alive Employees need to know what customer service looks like, sounds like and feels like