01 01 Guest Experience The first thing I do is make sure that - - PDF document

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Apr 13, 2023 192 likes •289 views

2/7/2020 The 10 Decision: Professional Speaker and Trainer How small change pays off big with 1 2 Improving the Section 01 01 Guest Experience The first thing I do is make sure that everyone on set is making the same movie.

SLIDE 1

2/7/2020 1

Professional Speaker and Trainer

with

The 10¢ Decision:

How small change pays off big

“The first thing I do is make sure that everyone on set is making the same movie.”

— Francis Ford Coppola

Improving the Guest Experience

01 01

Section

Customer’s Perceived Value

=

Today’s Competitive Advantage

1 2 3 4 5 6

SLIDE 2

2/7/2020 2

1 2 3 4 5 6 6 Elements to Extraordinary Guest Encounters

02 02

Section

Knowing vs. Doing

1

What problem your product/service solves?
Who your “perfect 10” customers are?
Where those customers see your existence?
When your customers need you most?
How you deliver exceptional service?

Are you clear on: 2

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SLIDE 3

2/7/2020 3

How a customer “shops” your product or service?
The process to purchase once a decision is made?
The ease of interacting with your team at each stage of sale?
All attention meters AFTER the sale is complete?
Each internal process as well?

Do you properly manage: 3

What’s your bling?

4

External Customer

Quality
Speed
Expertise
Friendliness/attentiveness
Courtesy/respect

Set specific parameters on expectations — external and internal

Internal Team

Safe
Fair (treatment and compensation)
Opportunities exist
As described in interview
Courtesy/respect

5

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SLIDE 4

2/7/2020 4

External Customer

Needs are met
Problem is solved
Staff is friendly/helpful
Product/service is acceptable
Worthy of recommendation

Make the experience a notch better than the norm!

Internal Team

Safe
Fair (treatment and compensation)
Opportunities exist
As described in interview
Courtesy/respect

Attendee discount code: DIME

6

External Customer

Sound level meets niche
Comfort
Lighting
Appropriate level of “fun”
Uniqueness/memorable

Think bigger when it comes to environment — external and internal

Internal Team

Clean
Comfort/safety
Supplies to meet demand
Appropriate level of “fun”
Culture

Influential Communication

03 03

Section

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SLIDE 5

2/7/2020 5

Influential Communication

Thoughts + Presence +Words

Thoughts Presence

Silent Signals

Words

T

1 A 1 B 3 O 1 O 1

8 Words & Phrases

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SLIDE 6

2/7/2020 6

How are you? Nice to see you. Busy

Joe’s with a customer, is there something I can help with?

Toots Sweetie Honey Babe Dearie Oops

Explanation or Silence

Verbal Vomit

Wait

If you would like to relax here, Angela will be with you in a moment.

There’s nothing I can do. That’s our policy.

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SLIDE 7

2/7/2020 7

No. Actually, Sorry.

Stuff your Sorries in a sack!

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SLIDE 8

2/7/2020 8

New Message

To:66866

goodies

Big 7 of Service
It’s Showtime!
Is My Body Language Showing?
Scripting for Superior

Communication

Dealing with the Angry Person
Level up your Thank You’s

Text to get Goodies:

Hello 101 Authentic Connecting Positive Positioning Transitions That Work Body Language

2 High-Impact Models 60 Video Segments 30 Experts sharing their expertise

Full curriculum for leaders with group discussion questions and articles for every segment

Virtual Customer Service Training Series

For booking information on Laurie Guest, contact:

AaronRehberg Capitol City Speakers Bureau 217-855-6909 aaron@capcityspeakers.com

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