Exemplary Customer Relations: The Gold Standard Practices by University of Idaho Extension
Presented by (insert instructor’s name)
(insert organization)
Developed by Grace Wittman, Steve Hines, Sarah Schumaker, and Susan Traver
What are some of the jobs that you will hold either
right now, during the summer, or shortly after you
leave high school?
What kind of jobs?
Probably not Bank President
or CEO of Micron!
Delivering service that makes a positive, lasting
impression takes more than simple courtesy.
It starts with understanding what good service is,
from your customers’ point of view.
The Fundamentals
What do you see?
How can you provide
experiences?
UNEXPECTED
UNEXPECTED
attitude
Customer relations is about:
•
What does the customer experience in the
first six seconds?
•
Start with the right attitude.
•
Greet customers promptly within one minute.
•
Smile sincerely and maintain eye contact.
•
Be courteous.
•
Put customers at ease, build rapport.
•
Always look your best.
Make a Good First Impression
Hospitality Habits
•
Know the full name and spelling of your place of
business.
•
Know the complete address, phone number, and
directions.
•
Know the products and services you provide.
•
Know all the systems, procedures and policies.
•
Be able to use all equipment properly.
Know Your Job
Hospitality Habits
•
Know how to get around and how to give correct
and easy directions.
•
Be able to describe main attractions.
•
Keep informed of events.
•
Be able to use visitor resources.
•
Know about other businesses, what they offer and
their location.
Know Your Community
Hospitality Habits
•
Listen carefully for clues (80% is nonverbal).
•
Recognize feelings and concerns.
•
Ask questions to be sure of what the customer
wants.
•
Answer questions clearly. Avoid using local slang
or technical terms that may not make sense.
•
Be reliable. Do what you say by when you say it
will be done. Get it right the first time.
Communicate Clearly
Hospitality Habits
•
Listen carefully to identify problems correctly.
•
Use common sense to identify solutions.
•
If you can’t solve the problems, connect the
customer with someone who can.
•
Be responsive, act quickly.
•
Work cooperatively with others.
Handle Problems Effectively
Hospitality Habits
•
Ask how everything was.
•
Ask if the customer was taken care of and if they
received everything they needed.
•
Make them feel good about their choice to do
business with you.
•
Thank them for coming and invite them to come
back.
Make a Good LAST Impression
Hospitality Habits
Treating others
as you would like to
be treated!
It really comes down to…
?
Q
u
e
s
t
i
o
n
s
?
Slide 1 The Gold Standard of Customer Relations
Introduction: Presenters make introductions; take care of housekeeping items (sign-ins, registrations, location of restrooms, refreshments, etc.).
Discover the essential principles of customer relations with University of Idaho Extension's guide on providing exceptional service. Learn about creating lasting impressions, delivering unexpected experiences, and the importance of attitude in customer interactions. From making a good first impression to knowing your job and community, this comprehensive resource equips you with the skills needed to excel in customer service roles.
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Presentation Transcript
The Gold Standard Customer Relations of Presented by (insert instructor s name) (insert organization) Developed by Grace Wittman, Steve Hines, Sarah Schumaker, and Susan Traver
What kind of jobs? What are some of the jobs that you will hold either right now, during the summer, or shortly after you leave high school? Probably not Bank President or CEO of Micron! The Gold Standard Customer of University of Idaho Extension Relations
The Fundamentals Delivering service that makes a positive, lasting impression takes more than simple courtesy. It starts with understanding what good service is, from your customers point of view. The Gold Standard Customer of University of Idaho Extension Relations
The Gold Standard Customer What do you see? of University of Idaho Extension Relations
How can you provide UNEXPECTEDUNEXPECTED experiences? The Gold Standard Customer of University of Idaho Extension Relations
Customer relations is about: attitude The Gold Standard Customer of University of Idaho Extension Relations
Make a Good First Impression What does the customer experience in the first six seconds? Start with the right attitude. Greet customers promptly within one minute. Smile sincerely and maintain eye contact. Be courteous. Put customers at ease, build rapport. Always look your best. The Gold Standard Customer of Hospitality Habits University of Idaho Extension Relations
Know Your Job Know the full name and spelling of your place of business. Know the complete address, phone number, and directions. Know the products and services you provide. Know all the systems, procedures and policies. Be able to use all equipment properly. The Gold Standard Customer of Hospitality Habits University of Idaho Extension Relations
Know Your Community Know how to get around and how to give correct and easy directions. Be able to describe main attractions. Keep informed of events. Be able to use visitor resources. Know about other businesses, what they offer and their location. The Gold Standard Customer of Hospitality Habits University of Idaho Extension Relations
Communicate Clearly Listen carefully for clues (80% is nonverbal). Recognize feelings and concerns. Ask questions to be sure of what the customer wants. Answer questions clearly. Avoid using local slang or technical terms that may not make sense. Be reliable. Do what you say by when you say it will be done. Get it right the first time. The Gold Standard Customer of Hospitality Habits University of Idaho Extension Relations
Handle Problems Effectively Listen carefully to identify problems correctly. Use common sense to identify solutions. If you can t solve the problems, connect the customer with someone who can. Be responsive, act quickly. Work cooperatively with others. The Gold Standard Customer of Hospitality Habits University of Idaho Extension Relations
Make a Good LAST Impression Ask how everything was. Ask if the customer was taken care of and if they received everything they needed. Make them feel good about their choice to do business with you. Thank them for coming and invite them to come back. The Gold Standard Customer of Hospitality Habits University of Idaho Extension Relations
It really comes down to Treating others as you would like to be treated! The Gold Standard Customer of University of Idaho Extension Relations
Questions? The Gold Standard Customer of University of Idaho Extension Relations
