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

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.” — Francis Ford Coppola 3 4 Customer’s Today’s = Perceived Competitive Value Advantage 5 6 1

2/7/2020 6 Elements Section 02 02 to Extraordinary Guest Encounters 3 4 5 1 2 6 7 8 1 Knowing vs. Doing 9 10 2 Are you clear on: • 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? 11 12 2

2/7/2020 3 Do you properly manage: • 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? 13 14 4 What’s your bling? 15 16 Set specific parameters on 5 expectations — external and internal External Customer Internal Team • Quality • Safe • Speed • Fair (treatment and compensation) • Expertise • Opportunities exist • Friendliness/attentiveness • As described in interview • Courtesy/respect • Courtesy/respect 17 18 3

2/7/2020 Make the experience a notch better than the norm! External Customer Internal Team • Needs are met • Safe • Problem is solved • Fair (treatment and compensation) • Staff is friendly/helpful • Opportunities exist • Product/service is acceptable • As described in interview • Worthy of recommendation • Courtesy/respect Attendee discount code: DIME 19 20 Think bigger when it comes to 6 environment — external and internal External Customer Internal Team • Sound level meets niche • Clean • Comfort • Comfort/safety • Lighting • Supplies to meet demand • Appropriate level of “fun” • Appropriate level of “fun” • Uniqueness/memorable • Culture 21 22 Influential Section 03 03 Communication 23 24 4

2/7/2020 Thoughts Thoughts + Presence +Words Influential Communication 25 26 Silent Signals Presence 27 28 8 1 A 1 B 3 O 1 O 1 T Words & Phrases Words 29 30 5

2/7/2020 Busy Nice to see you. How are you? Joe’s with a customer, is there something I can help with? 31 32 Toots Honey Explanation or Silence Oops Sweetie Babe Verbal Vomit Dearie 33 34 Wait There’s nothing I can do. If you would like to relax here, That’s our policy. Angela will be with you in a moment. 35 36 6

2/7/2020 Sorry. Actually, No. 37 38 Stuff your Sorries in a sack! 39 40 41 42 7

2/7/2020 Text to get Goodies: • Big 7 of Service New Message • It’s Showtime! To: 66866 • Is My Body Language Showing? • Scripting for Superior Communication goodies • Dealing with the Angry Person • Level up your Thank You’s 43 44 Virtual Customer Service Training Series 2 High-Impact Models 60 Video Segments 30 Experts sharing their expertise Hello 101 Full curriculum for leaders with group discussion Authentic Connecting questions and articles for Positive Positioning every segment Transitions That Work Body Language 45 46 For booking information on Laurie Guest, contact: AaronRehberg Capitol City Speakers Bureau 217-855-6909 aaron@capcityspeakers.com 47 48 8