The Customer Experience Expedition: A Service Ethic Trail Map - - PowerPoint PPT Presentation

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Sep 12, 2023 165 likes •490 views

The Customer Experience Expedition: A Service Ethic Trail Map Kristin Gibson, Associate Director for UREC Services Erica Foltz, Assistant Director for Member Services Christian Miller, Graduate Assistant for Member Services James Madison

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The Customer Experience Expedition: A Service Ethic Trail Map

Kristin Gibson, Associate Director for UREC Services Erica Foltz, Assistant Director for Member Services Christian Miller, Graduate Assistant for Member Services James Madison University

SLIDE 2 #NIRSA2018

Learning Outcomes

At the conclusion of this presentation, participants will be able to…

articulate the importance of continually developing the customer

service philosophy of a campus recreation department.

identify six key features of companies with successful customer

service philosophies.

determine one key feature to prioritize as a department to

improve the customer experience.

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1.

Importance of Customer Service

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The Customer experience

Service Ethic -> Customer Service The Customer Experience

Employer Training Employer Expectations Employer Policies/Procedures External Factors Out

f Employer’s

Control Every Interaction with Staff Every Visit in Sum

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If your department has a customer service philosophy, please share with your group. What customer service training is provided?

Service in Your Organization

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Great service equates to:

Increased retention
Increased brand admiration
Growth
Employee engagement

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2.

key service features of successful companies Virgin Amazon rei

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Virgin

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“

#NIRSA2018

Our mission statement is simple, yet the foundation of everything we do at Virgin Atlantic Airways... to embrace the human spirit and let it fly.

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Employees First

“Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” – Richard Branson Reward staff publicly for satisfying customers Virgin’s flexible work schedules - not one size fits all Hire friendly, positive people, train and empower them

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Genuine Spirit

treat customers like real people; have fun and listen Customers are individuals, not generic, faceless beings Leaders should be visible, should listen, and CAN HAVE FUN Being honest and real will help build connections with customers

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Key features

Employees First

hire friendly, positive people, train and empower them

Genuine Spirit

treat customers like real people; have fun and listen

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REI

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“

#NIRSA2018

It's simple. Yet powerful. Individuals working together for a common good. No shareholders. No stakeholders. Just members.”

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Customer Involvement

Co-Op Model Town Halls, Q&A Sessions Reddit AMA listening to those who utilize your facilities, services, & products everyday , value the input of your members

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Living the Mission

#OptOutside Yay Days Funding Research REI Outdoor School practice what you preach, be your own best spokesperson, be the example

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Key features

Prioritizing Customer Involvement

Listening to those who utilize your facilities, services, & products everyday Value the input of your members

Living the Mission

Practice what you preach, be your

wn best spokesperson, be the

example

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amazon

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“

#NIRSA2018

Amazon’s vision is to be Earth’s most customer-centric company, and that includes customers with disabilities. We’re working hard to provide the tools, services, and devices that make it easy for you to enjoy everything Amazon has to offer.”

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“

#NIRSA2018

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Community stewardship

Holiday Military Packages Smile.Amazon.com Amazon’s A to Z Experience Warrior Games Hometown Investment

Sponsoring large city-wide events
Purchasing a Seattle Streetcar
Hosting community Farmers Market
Board member volunteer work

careful and responsible management of something entrusted to one’s care

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accessibility

Buying & Selling Amazon Prime Quick, Easy Returns Shopping Made Simple

Usability Features Based on Disability
Frustration Free Packaging

capable of being reached, used, understood or seen

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Key features

Community Stewardship

careful and responsible management

f something entrusted to one’s care

Accessibility

capable of being reached, used, understood or seen

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3.

Application of key features

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Recreation Examples

Clemson Texas A & M - Commerce NIRSA

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Key Features Contributing to a positive customer experience

Employees First
Genuine Spirit
Customer Involvement
Living the Mission
Community Stewardship
Accessibility

Select one key feature you’d like to apply in some way within your department. What is your idea and how it will improve the customer experience?

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Learning Outcomes

At the conclusion of this presentation, participants will be able to…

articulate the importance of continually developing the customer

service philosophy of a campus recreation department.

identify six key features of companies with successful customer

service philosophies.

determine one key feature to prioritize as a department to

improve the customer experience.

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Let’s elevate this conference!

Any questions?

You reach us at www.nirsa.org/contact

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RCRSP designation holders can earn CEUS!

1. The attendee must complete a session evaluation. 2. The attendee may collect a session attendance certificate from the session host to document attendance for this education activity. Keep for your files! Questions? Visit the NIRSA Education Table at conference for assistance, or email registry@nirsa.org