1. MIDWEST CUSTOMER SERVICE Succeed with a WINNING Attitude

3. Human Interaction

6. IF WE DON’T BRING THE BUSINESSES AND TRAVELERS TO OUR MIDWESTERN STATES, SOMEONE WILL BRING THEM TO THEIRS Northern Hospitality

7. “ Northern Hospitality ? ”

8. Deep in the Heart of…….

10. Yes, I was there……

11. What are your BEST experiences?

12. What are your WORST experiences?

13. Know Your Business, Products, and Services Know Your Community Know Your Customer Customer Service….. Training ?? What Should You Know?

15. KNOW YOUR COMMUNITY SOME QUESTIONS YOU MAY ENCOUNTER TO WHICH YOU NEED TO KNOW THE ANSWERS: THE FUN STARTS WITH YOU

16. KNOW WHERE THE ATTRACTIONS ARE PLACES YOU WILL NEED TO KNOW: NEAREST HOSPITAL THE POLICE STATION A SERVICE STATION WITH A MECHANIC ON DUTY AREA RESTAURANTS LOCAL PLACES OF WORSHIP PLACES TO SHOP (PHARMACY, GROCERIES, ETC.) AN ATM LODGING (HOTEL, MOTEL, B&B CAMPGROUNDS) ATTRACTIONS UNIQUE TO YOUR COMMUNITY GOLF COURSES PARKS THE FUN STARTS WITH YOU

17. The Four Pillars of Our World

18. 1. Relationship That Exists Between You and the Customer

19. Customers We Know……

20. Customers We Don’t Know……

21. 2. The Relationship That Exists Between YOU and Fellow Employees

22. 3. The Relationship That Exists Between YOU and Management

23. 4. The Self-esteem of …. The Employee

24. When it comes to customer relations, your greatest strength will always be in the uniqueness of your personality 9

25. Use your own experiences as a customer to help you understand the principles of good customer relations

26. Why do we give so much attention to customer satisfaction?

27. REASONS CUSTOMERS DON’T COME BACK 1%DIE 3% MOVE AWAY 5% DEVELOP OTHER RELATIONSHIPS 9% FOR COMPETITIVE REASONS 14% ARE DISSATISFIED WITH THE PRODUCT 68% EXPERIENCE AN ATTITUDE OF INDIFFERENCE OR RUDENESS TOWARD THE CUSTOMER BY THE OWNER, MANAGER OR AN EMPLOYEE Source: Customer Service for the New Millennium

28. 72% of Travelers post about their trip and experience on social media WHILE they are on vacation 78% of Travelers continue to post on social media once they return home

29. You can't build a reputation on what you are going to do.” – Henry Ford

30. And…. Your Reputation is Based on Customer Satisfaction

31. As you consider your personal success, you need to realize that your attitude is impacted by many forces …WITHIN YOUR CONTROL

32. 1. Think Like The Boss

33. 2. Be a Problem Finder

35. 3. Be 100% Loyal

36. 4. Be Enthusiastic ! Courtesy wendyscharfman.com

37. 5. Do More Than You Get Paid For

38. 6. Fix The Problem, Not The Blame

39. 7. Don’t Talk About People

40. 8. Do you look like you know what you’re doing?

41. 9. Be 100% HONEST

42. And Combine That With These…. TOP TEN STRATEGIES 10

43. 1. The Customer is NEVER an INTERUPTION

44. 2. Greet Every Customer With a FRIENDLY Smile

45. 3. Call Customers By Name

46. 4. Remember, You ARE “Wisconsin”….

47. 5. NEVER Argue With a Customer

48. 6. Never Say… “I Don’t Know”….and End There…

49. 7. The Customer Pays Your Wages

50. 8. State Things in a Positive Way

51. 9. Brighten Every Customers Day

52. 10. Always Go The Extra Mile

53. SERVICE IS NOT A SKILL… IT IS AN ATTITUDE !!! - Ralph Marston

54. Thanks much for your time today !! Andrew Nussbaum 715-299-5422