1. Sentry
4/26/2019
4/26/2019

2. Sentry Small Business and Tourism Forum
4/26/2019
CUSTOMER SERVICE
Small Business and Tourism Forum
4/26/2019

3. Sentry
4/26/2019
Service Commitments
4/26/2019

4. "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

5. 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

6. 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

7. 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

8. Sentry
4/26/2019
Communication
4/26/2019

9. 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

10. 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

11. 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

12. Sentry
4/26/2019
Connections
4/26/2019

13. 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

14. 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

15. 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

16. 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

17. 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

18. Sentry
4/26/2019
WOW Them!
4/26/2019

19. “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