Sentry 4/26/2019 4/26/2019 www.sentrydom.com

Sentry Small Business and Tourism Forum 4/26/2019 CUSTOMER SERVICE Small Business and Tourism Forum 4/26/2019 www.sentrydom.com

Sentry 4/26/2019 Service Commitments 4/26/2019 www.sentrydom.com

"You only have one opportunity to make a first impression.“ Sentry 4/26/2019 FIRST IMPRESSIONS "You only have one opportunity to make a first impression.“ People see you first and hear you second. Wear appropriate clothing, in the appropriate manner, for the type of work you do. Make sure you are well groomed. Maintain a relax and open demeanor. 4/26/2019 www.sentrydom.com

BE PROFESSIONAL Welcome customers immediately Sentry 4/26/2019 BE PROFESSIONAL Welcome customers immediately Give your full attention to customers Express your thanks to customers for choosing your business. Realize that service success depends upon customer satisfaction Maintain a normal speaking manner in all situations Deal with others respectfully, honestly and sincerely Treat team members like internal customers 4/26/2019 www.sentrydom.com

Sentry 4/26/2019 BE PROUD Smile a lot and share how much you enjoy your work and your customers Take care with your appearance and present an image that represents your service and business. Know about products and services offered by your business and share that information Take care of your service environment and location Take responsibility for your actions 4/26/2019 www.sentrydom.com

BE PROFICIENT Have current, complete knowledge Sentry 4/26/2019 BE PROFICIENT Have current, complete knowledge Recognize clues about customers’ needs, wants and expectations Use listening skills to fully understand a customer’s situation Explain information and provide answers carefully and respectfully Help customers even when it is “not your job” 4/26/2019 www.sentrydom.com

Sentry 4/26/2019 Communication 4/26/2019 www.sentrydom.com

Effective communication checklist… Sentry 4/26/2019 Effective communication checklist… VERBAL Be familiar with the topic Organize your ideas before speaking Keep your message clear and concise Use correct grammar Avoid slang, acronyms or industry specific terms 4/26/2019 www.sentrydom.com

Effective communication checklist… Sentry 4/26/2019 Effective communication checklist… VOCAL Use the appropriate tone and volume of voice Clearly pronounce words and phrases Change the tone and pitch of your voice to different situations Keep the speed of your delivery easy to follow 4/26/2019 www.sentrydom.com

Effective communication checklist… Sentry 4/26/2019 Effective communication checklist… Non Verbal Use appropriate body language i.e. posture, handshake, eye contact, gesture, facial expression, body position Portray a professional image through personal appearance i.e. grooming, clothing Respect people’s comfort zone i.e. physical distance Recognize different message by the speaker’s tone and volume 4/26/2019 www.sentrydom.com

Sentry 4/26/2019 Connections 4/26/2019 www.sentrydom.com

Sentry 4/26/2019 Moments of Truth A moment of Truth is any opportunity for a customer to form an opinion of you and – through you - your business as a whole. Each Moment of Truth provides us with an opportunity to “WOW” or dazzle our customers and paves the way towards customer loyalty. The goal of a service professional is to maximize each Moment of Truth. 4/26/2019 www.sentrydom.com

Greet Be prepared to do your job Sentry 4/26/2019 Greet Be prepared to do your job Take care with your appearance Have current, complete knowledge of information about your service Take care of your work station Set a positive tone by starting with “How” the customer is treated Welcome customers, immediately smile Give your full attention to customers   Recognize clues about the customer’s need, wants and expectations Body language Accessories, books, maps 4/26/2019 www.sentrydom.com

Listen Use listening skills to fully understand the guest’s situation Sentry 4/26/2019 Listen Use listening skills to fully understand the guest’s situation Understand the guest’s needs and expectations 4/26/2019 www.sentrydom.com

ACT Inform guests about products and services offered by our company Sentry 4/26/2019 ACT Inform guests about products and services offered by our company Make suggestions of other products or services that might help the guest Explain information and answers carefully, fully and respectfully 4/26/2019 www.sentrydom.com

THANK Realize that service success depends on guest satisfaction Sentry 4/26/2019 THANK Realize that service success depends on guest satisfaction Check back and ensure that your guest is satisfied Express your thanks to guests for choosing your business Take responsibility for your actions Pay attention to details and follow through 4/26/2019 www.sentrydom.com

Sentry 4/26/2019 WOW Them! 4/26/2019 www.sentrydom.com

“WOW” CHECKLIST Trust the customer “Go the extra distance” Sentry 4/26/2019 “WOW” CHECKLIST Trust the customer “Go the extra distance” Recover when a mistake is made Appreciate the customer 5. Take initiative 4/26/2019 www.sentrydom.com