today’s objectives define real. identify the connection between real and pride. identify the...

Today’s Objectives

Define REAL.Identify the connection between REAL and PRIDE.Identify the foundations of customer

service.Take at least one work task and

demonstrate how it’s different when REAL is applied.

The REAL Statement

Delivering REMARKABLE service by EMPOWERED

employees creating AMAZING experiences resulting in LASTING impressions.REAL is our customer service philosophy, these are our expectations for our employees. REAL IS OUR “BRAND” OF SERVICE.

Parks and Recreation Mission:

To establish a Parks and Recreation system for our citizens that provides

them with a source of pleasure, promotes economic development,

minimizes demands on valuable City resources, and instills pride in those

who make it happen.

Parks and Recreation Vision:

To Achieve Excellence and Create Fun Beyond Imagination!

P.R.I.D.E.People

FirstRespectIntegrityDeliverExcel

P.R.I.D.E. was established to recognize and reward employees who go the extra mile to

provide professional, quality customer service.

Foundations of Customer Service

Customer Service 101:

Customer Service Basics

• Interactions with Customers

• Communication

• Image/Moments of Truth

• Personal Responsibility

Without the basics, REAL customer service cannot be achieved.


Interacting with Customers

• Greeting customers

• Building relationships – treat every customer as your

best friend

• Put yourself in the customer’s shoes

• Phone greeting – let them hear your smile

• Energy and enthusiasm

• Remember that people are in our

facilities/parks to have fun

• Email


Communication

YOU are responsible for setting the tone through tone of voice, body

language, and listening.

With effective communication, we can give the customer everything they need.

Give them what they need and then one more thing. (The “Amazon

Effect”)

Image / Moment of Truth


The “Moment of Truth” is the point at which a customer comes in contact with you and forms an opinion of your service based on:

Dress Personal Hygiene

Posture Body Language

Buildings Grounds

Phone EtiquetteKnowledge

Email

Personal Responsibility

Taking personal ownership/initiative• Have you ever ignored a basic task because

you reasoned that “it’s not my job”?

Customer service is everyone’s job.

Submitting ideas to better the department• Thinking of ways to improve customers’

experiences isn’t just the job of supervisors or senior managers.


The REAL Statement


employees creating AMAZING experiences resulting in LASTING impressions.Once the Foundations of Customer Service have been met, REAL

customer service can be offered.

REAL is our “BRAND” of Customer Service!

Benefits of Remarkable Customer Service

Retain/Increase revenue

Keep citizens happy

Build customer loyalty

Spread good feeling

Enhance City image

Foster “Employer of Choice” environment

What are the benefits for the City of Allen Parks & Recreation

Department?

Motivate employees Promote a variety of

activities, new and old Build confident customers Create loyal employees Creates favorable political

support for our services

Consequences ofUnremarkable Customer Service

x Loss of customers/revenue

x Builds bad reputation

x Creates stressful & unhealthy

work environment

x Fosters employee turnover

x Discourages employees

x Promotes lack of communication

x Creates poor attitude in employees

Training Objectives ReviewBy now you should be able to: Identify the connection between REAL and PRIDE.Identify the foundations of customer

service. After the break, we will:Define REAL and it’s guiding principles.Take at least one work task and

demonstrate how it’s different when REAL is applied.

The Guiding Principles of REAL

RDelivering Remarkable Service

We will be accessible to our customers and respond to them in a timely manner with clear and accurate information.

We will exercise flexibility and respond to changing customer needs.

We will seek to delight our customers and establish close customer relationships

We will provide seamless, consistent service from facility to facility and location to location. Our service level will become the brand by which we are known.

We will recognize that our internal customers are as important as our external customers, since requests from our co-workers ultimately help us provide outstanding service to our customers.


By Empowered Employees We will all play a part in the continuous improvement

of the department. We will exercise creativity and problem solving skills

as well as be accountable for results. We will own problems and ensure customers get the

answer they seek, even when we cannot personally provide them. We will follow up to ensure that our customers receive a response to their concerns.

We will understand that our team’s success is more important than our individual success. Therefore, we will support and encourage each other to ensure that sound service practices are followed so that the team as a whole is successful.

We will give priority to training and developing employees so that they can be successful in delivering REAL service.

E


Creating Amazing Experiences We will ensure that when a mistake occurs, we will

immediately correct the problem and learn from the experience.

We will provide personal attention to ensure each customers feels special and important.

We will provide a unique brand of service unmatched by others.

We will ensure that our service delivery will be based on being keenly aware of what our customers value.

A


Resulting in Lasting Impressions We will always recognize that we are the face of the

organization. Lasting impressions begin and end with each of us and how we interact with our customers.

We will put the interest of our patrons first at all times.

We will understand that focusing on details will leave lasting impressions and we will look for ways to “WOW” our customers.

We will apply innovative thinking to continuously create new opportunities for our customers to experience.

L

The REAL Statement


employees creating AMAZING experiences resulting in LASTING impressions.

It’s easy to BE REAL!

REAL flexible

REAL accessible REAL genuine

REAL consistent

REAL to everyone

REAL progressive

REAL creative

REAL willing to learn

REAL accountable

REAL supportive

REAL aware

REAL unique

REAL ready to sacrifice

REAL impressive

REAL attentive

REAL responsive

REAL innovative

REAL focused on details

REAL responsible

a REAL example

Q & A Time!

today’s objectives define real. identify the connection between real and pride. identify the...

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