1. Improving the Play of Your Role Players Steve Jordison, Iowa Park & Recreation Association McKenzie Kiger, City of Clive Handouts and presentation are available online at www.iowaleague.org

2. Improving the Play of Your Role Players Improving the Play of Your Role Players Part-time staff does not mean part-time customer service. Young people are the life-blood of seasonal staff but how do you create a service culture with today’s teens and twenty- somethings who are more inclined to Facebooking, Tweeting and texting? Hear ideas on how your city can improve the interactions your seasonal staff has with the community.

3. 2 Questions 1.What does customer service mean to you? 2. What are your personal expectations when you take your family/kids/grandchildren to a swimming pool or water park?

4. About McKenzie

6. Why Come Back to Iowa?

7. Clive Aquatic Center

8. Drowning Statistics Drowning is LEADING cause of death ages 0-4 (pools are 14x more likely to be involved in death of this age group than a motor vehicle) Second-leading cause of unintentional death ages 0-14 2007: 3,443 fatal unintentional drowning (non-boating) Of those deaths, 1 in 5 are ages 14 & under, for every child who dies – another 4 received ER care 19% drowning deaths occur in public pools with certified lifeguards Of preschoolers who drown, 70% are in care of 1 or both parents at time of drowning, 75% are missing from sight for 5 minutes or less

10. Why do we “trust” water?

11. Top 10 Complaints at Clive 1. I want my child to go down the slide! I don’t care if he/she is not 48 inches tall - I’ll sign a waiver. 2. Why can’t my kid(s) can’t sit on my lap in the lazy river? 3. I’m not swimming – you are really going to make me pay? 4. Why did your lifeguard kick my child off the diving board, he can swim … 5. This is silly – why can’t I bring food into the facility? 6. As an adult, I’m insulted the lifeguard blew a whistle at me. 7. What a waste to wait for change-change prices to the “$” 8. My child must have lessons this week- the only one that works for us starts tomorrow. 9. Why can’t I swim in my clothes? I paid to swim! 10. You won’t give me a free pass because of rain? It’s not my fault.

12. What do Customers Want? Obviously Enforcing Rules, Babysitting, & A High Five and Smile Every Once in a While isn’t enough? For Real???

13. What Is Customer Service? "Customer service is the ability to provide a service or product in the way that it has been promised" "Customer service is about treating others as you would like to be treated yourself" "Customer service is an organization's ability to supply their customers' wants and needs" "Customer Service is a phrase that is used to describe the process of taking care of our customers in a positive manner" "Customer Service is any contact between a customer and a company, that causes a negative or positive perception by a customer" "Customer service is a process for providing competitive advantage and adding benefits in order to maximize the total value to the customer" "Customer Service is the commitment to providing value added services to external and internal customers, including attitude knowledge, technical support and quality of service in a timely manner" "Customer service is a proactive attitude that can be summed up as: I care and I can do."

14. This is a Tough Job! Difficult for adults – but even more for teens Not selling clothes or waitressing, possible LIFE savers! Adults often show lack of respect to teens Parents rarely think “safety” over emotion Viewed as a vacation spot or a “break”

15. How do you train for THIS????

16. Working with Teens

17. One in five students reported being bullied on school property during the past year. (CDC) The under-20 age group had the greatest proportion of distracted drivers. Of all drivers younger than 20 involved in fatal crashes, 16% were reported to have been distracted while driving. (NHTSA) 74%: Percentage of US teens that carry cell phones (CTIA,Harris Interactive, Nielsen Co) 57%: Percentage of US teens who credit their mobile device with improving their life. The same percentage also view their cell phone as the key to their social life. 42%: Percentage of teens who can text blindfolded. Working with 16-21 Year Olds Their Life

18. Work WITH, Not Against Text! (ex: 5159995555@vtext.com) Hear them out Coach, not “boss” Information seekers – WANT to learn Active trainings versus lecture Enjoy “play” and teambuilding Be present, actively supervise

19. CONSIDER TIME, SPACE, MATERIALS GET OFF TO A GOOD START WITH CHECK-IN QUESTIONS BRAINSTORM TALK IN PAIRS USE SMALL GROUPS GO-AROUND AT CLOSING REFLECT HOW THE MEETING OR AN ACTIVITY WENT MEET AS COMMITTEES Make Trainings More Effective Leave feeling “Worth-While”

20. Training Tools Training Ideas  “Wright Family”  Role Play  Think like a Customer  Eye Contact Game  Observe Body Language  WHY the Rules???  “On the Clock”  True Colors  Theme It!!

21. McKenzie Kiger mkiger@cityofclive.com 515-223-5246 Parks & Recreation 515-865-5090 McKenzie direct line