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

Improving the Play of Your Role

Players

Improving the Play of Your Role PlayersPart-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.

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?

About McKenzie

Why Come Back to Iowa?

Clive Aquatic Center

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 0-142007: 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 lifeguardsOf 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

Why do we “trust” water?

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.

What do Customers Want?

Click icon to add picture

Obviously

Enforcing Rules ,

Babysitting,

&

A High Five and Smile Every Once in a While

isn’t enough?For Real???

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."

This is a ToughJob!

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”

How do you train for THIS????

Working with Teens

• One in fi ve s tudents repor ted be ing bu l l ied on schoo l p roper ty dur ing the pas t year. (CDC)• The under-20 age group had the greates t p ropor t ion o f d i s t rac ted dr ivers .   Of a l l d r ivers younger than 20 invo lved in fa ta l c rashes , 16% were repor ted to have been d is t rac ted whi le d r iv ing . (NHTSA)• 74%: Percentage o f US teens that carry ce l l phones (CT IA ,Harr i s In teract ive , N ie lsen Co)•57%:   Percentage o f US teens who c red i t the i r mob i le dev ice w i th improv ing the i r l i fe . The same percentage a lso v iew the i r ce l l phone as the key to the i r soc ia l l i fe .•42%:   Percentage o f teens who can text b l ind fo lded .

Working with 16-21 Year OldsTheir Life

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

C O N S I D E R T I M E , S PA C E , M AT E R I A L S

G E T O F F T O A G O O D S TA RT W I T H C H E C K- I NQ U E S T I O N S

B R A I N S T O R M

TA L K I N PA I R S

U S E S M A L L G R O U P S

G O - A R O U N D AT C L O S I N G

R E F L E C T H O W T H E M E E T I N G O R A N A C T I V I T Y W E N T

M E E T A S C O M M I TT E E S

Make Trainings More EffectiveLeave feeling “Worth-While”

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!!

McKenzie Kiger

mkiger@cityofclive.com

515-223-5246 Parks & Recreation

515-865-5090 McKenzie direct line