1. RA TRAINING

2. RA TRAINING MY BACKGROUND
Food and Beverage Manager for Marriott Hotels
21 Years teaching in Hospitality and Tourism Management (UK, Hong Kong, Maldives & US)
Joined GVSU in 2003
8 Years as HTM Department Chair
Conducted numerous training sessions in guest service quality

3. WHY INVEST TIME IN CUSTOMER SERVICE?
Average In-State Undergraduate Tuition Cost (2018/19) = $51,184

4. WHAT WILL BE OUR ‘RECEIPE’ FOR FUTURE SUCCESS?
HOW? By establishing a culture of Servant Leadership

5. WHAT IS SERVANT LEADERSHIP?
SERVANT LEADERSHIP focuses primarily on the growth and well-being of people and the communities to which they belong.

6. 3 INGREDIENTS FOR CREATING A CULTURE OF SERVANT LEADERSHIP
Relate to their experience
Enhance their experience
Be the difference

7. INGREDIENT # 1 - RELATE TO THEIR EXPERIENCE
Treat as individuals
Service excellence is situational
Become an active listener

8. PRINCIPLE # 1 - RELATE TO THEIR EXPERIENCE
Your job is to listen, gather information and help with a resolution. Listen = How may I assist you? (Not – What’s the problem?)

9. INGREDIENT # 2 – ENHANCE THEIR EXPERIENCE
Service Excellence is simple…don’t complicate it!

10. ENHANCE THEIR EXPERIENCE
THE CHOICE IS YOURS…EXCELLENCE OR MEDIOCRITY – NO ONE RAVES ABOUT AVERAGE!!!
ANY JOB IS 20% KNOWLEDGE AND 80% INTERPERSONAL SKILLS.

11. 3 Simple Rules for Service Delivery
Always deliver what you promise. When in doubt, under-promise and over-deliver.
The customer is YOUR… MOTHER, FATHER, BEST FRIEND, LITTLE BROTHER, LITTLE SISTER ETC……treat them that way.
The reputation of the entire organization is in your hands.

12. NON-NEGOTIABLE STANDARDS
Never Standards
Point
Say “No or not a problem”
Make blind phone call transfers
Overshare with residents/Gossip
“Say…that’s not my job”
Criticize team members
Show frustration
Omit negative body language
Accept ‘fine’ or ‘okay’ as a response
Only say “I don’t know’
Make the student feel wrong

13. NON-NEGOTIABLE STANDARDS
Always Standards
Take them there
Do warm transfers
10-5 feet greet
Wear your smile
Greet by name
Genuinely say “Certainly, absolutely, my pleasure’
Do what it takes to make it right
Own it (even if it wasn’t your fault)
Anticipate and deliver on resident needs
Deliver at least one ‘WOW’ to every customer
Acquire, document and share intelligence
Demonstrate positive body language

14. INGREDIENT # 3 - BE THE DIFFERENCE
MOMENTS OF TRUTH
Creating small WOWs!
Separating the great from the good!!!

15. BE THE DIFFERENCE IT’S HARD TO BE 100% BETTER THAN OUR COMPETITION,
BUT WE CAN BE 1% BETTER
IN 100 DIFFERENT WAYS.
Rich Melman

16. TO CONCLUDE… 3 PRINCIPLES FOR CREATING A CULTURE OF SERVICE EXCELLENCE
Relate to their experience
Enhance their experience
Be the difference

17. QUESTIONS?
Contact Information: Paul Stansbie Associate Dean College of Community and Public Service Grand Valley State University 204C Richard M. DeVos Center (Pew Campus) 401, Fulton Street West Grand Rapids, MI – (office)