Building a Culture of Customer Service: by 4jT883xf

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									Building a Culture of Customer Service:
     Essential to the Walla Walla Valley
            Tourism Industry
    The Walla Walla Valley is known for…

•   Great Wine
•   History
•   Fine Dining
•   Colleges
•   Diverse Business Climate
•   Scenic Beauty
                           SUPERHOST®



                 The Official Customer Service Training
                   Program of the Walla Walla Valley



A product of Tourism B.C. brought to you by:
    History of SuperHost®

• Developed & implemented May
  1985
• Goal – 3 specific objectives
• Buy-in immediate
• Set the standard for service in BC
SuperHost ®   20+ Years Later

 • BC Industry recognized
 • International product
 • Certified trainers/consistent
   delivery
 • Solid partnerships/industry driven
   SuperHost® in Walla Walla

• 24 Classes to run in 2009

• $25,000 in Scholarships

• 120+ graduates by May 2009

• 15+ Recognized SuperHost® Businesses
  by May 2009
                  Definitions

  "excellent customer service (is) the ability
  of an organization to constantly and
  consistently exceed the customer's
  expectations."




- The ACA Group
                 Definitions

“Exceeding guest expectations by paying
attention to the details.”



- The Disney Institute
     Hosting (not just service)
• Seeks to de-emphasize commercial
  aspects of transactions

• Stresses the social and private elements
  of engagement
    Great Customer Service!
“There are only two ways to get a new
customer: 1. solicit a new customer any
way you can. 2. Take good care of your
present customers, so they don't become
someone else's new customers.”

-Ed Zeitz
  Why Customers Leave…


            68%
because of indifferent service

     Technical Research Institute,
           Washington, DC
Relationship Building
Communication
Listening
Conflict Resolution
Tourism Walla Walla 101
The Sign of Success
   A Recognized SuperHost®
         Business…


• Commits to excellence in customer
  service
• Trains 60% of front line employees or
  volunteers
• Maintains training level over time
          Employees
Feel valued and important when:

• They understand what needs to be
  done
• They know how to proceed
• They are motivated to succeed
• They feel ownership & responsibility
  ROI = Investment = Profit

 Training

 Recognition

 Retention
      How Can Dayton Benefit
       From Your Support ?


•   Great product
•   Skilled trainers
•   Industry support/input
•   Strong network/partnerships
What Is The Next Step?
    Join the Culture of Customer
              Service

• Take the class
• Sign up your staff
• Become a Recognized SuperHost®
  Business
• Build a continuing program for the Dayton
  community
      Great Customer Service!
  “Being on par in terms of price and quality
  only gets you into the game. Service wins
  the game.”

-Tony Alessandra, author of the Platinum Rule
THANKS

								
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