Why are we here today? • To become fluent in Wow! • Define what Wow! @ Tradies looks like • To provide you with the tools to consistently deliver the Wow! • Language/phrases, handling customer complaints • To inspire the team!
Customer Service“The Basics” • We are in the people business • Our DNA (you!) are the only thing that distinguishes Tradies from any other competitor • Tradies is known for it’s customer service, but what is beyond exceptional customer service?
How do you create “Wow!”? • Service & Consistency • Our Purpose = “To Serve and Connect” • When they come to Tradies, they know what to expect • Customer satisfaction is just what happens when nothing goes wrong! • WOW = OK +1 • +1’s must be: • Little or no cost • Quick and easy to do • They must be noticed and valued by team members and customers It’s the small things that make the difference, but the difference is no small thing
How to handle customer complaints • Recovery philosophy • Recovery = Fix it +1 • Never argue with a customer, you might win!
How do you create “Wow!”? • Attitude • Friendly, not familiar • You choose your attitude • The customer’s issues are what’s important, leave you own at the door • Grooming and Presentation • New uniform April 2012 • It’s the attention to detail! • Staff will be held accountable for how they are presented • Pocket book checklist provided for you
How do you create “Wow!”? • It’s about how you make them feel • “Wow!! What an amazing group of people that work here!! Everyone from the front desk, gaming, brasserie has been so very kind and hospitable! Brilliant service and super clean – and love the signage through the building work through the tunnel!!” Sonia Wise • 80-85% of all customers will return even if customer service is below average. • It’s the 10-15% that we have to work hard for and can make the difference between profit and loss • Team work • No body can do this alone, it has to be a team • Video Team work divides the effort and multiplies the success
Wow! in Gaming Gaming Managers comments from around the world: • “In the gaming and hospitality industries, people do not go to a casino or club expecting to win. They go there to be entertained and to have a good time”. • “Keeping players loyal to your venue requires a lot of imagination. You certainly have to provide more customer service”. • “Making commercial entertainment isn’t easy and throwing money at the problem doesn’t necessarily get results”.
What is Wow! @ Tradies • Have a think about the areas that you work in • What ways can we deliver Wow! in the: • Gaming Room • Reception • Functions • Coffee Shop • Brasserie • General Operations