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Created By: Kathy AvilaCreated By: Kathy Avila
For Club Service RepresentativesDelivering Excellent Service
Created By: Kathy Avila
Course Objectives
• Upon completing this course, you will be able to:• Explain Live! Rewards® Club and its services• Define the elements in club service delivery• Discuss the importance and benefits of delivering excellent service• Identify and understand “Live 5 Service Standards”:• Identify guest types• Deliver excellent service
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Created By: Kathy Avila
Course Prerequisites and Agenda
• Course Agenda:• Lesson 1 – Club Service Overview• Lesson 2 – Delivering Excellent Club Service• Group Assessment
• Course Time (estimate):• 20 Minutes
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Created By: Kathy AvilaCreated By: Kathy Avila
CLUB SERVICE OVERVIEW
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LESSON 1:
Created By: Kathy Avila
Lesson Objectives
• After completing this lesson, you will be able to:• Explain what the Live! Rewards® Club is and its services• Define the basics of club service delivery• Discuss the importance and benefits of delivering excellent service
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Created By: Kathy Avila
Introducing PeterClub Service Representative:• Social• Friendly• Fast and spontaneous• The center of attention• Playful• Persuasive
Created By: Kathy Avila
Live! Rewards® Club
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• Live! Rewards® Club:• A service center where
guests sign up and learn the benefits of joining the rewards club.
• Live! Rewards® Club Representative:
• Promote • Sign up • Explain Benefits• Effectively Assist• Maintain Database
Created By: Kathy Avila
Service Process
1.
Greet Guest
2.
Identify Need
3.
Assist Guest
4.
Follow Up, if
applicable
5.
Further Assistanc
e
6.
Part with Guest
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Locate Page 3 entitled “Service Process” in your participant’s guide.
Created By: Kathy Avila
INSTRUCTIONS:
Scenario – Exercise (A)
• This exercise will demonstrate how to use the Live! Rewards® Club Service process to assist a guest.• Locate Page 4 entitled
“Scenario – Exercise (A)” in your participant’s guide.
• The instructor will read the scenario out loud.
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Created By: Kathy Avila
Benefits of Delivering Excellent Service
Happy Guests
Happy Reps
Return Guests
Business
Progress
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Created By: Kathy Avila
Lesson Objectives
• You should now be able to:• Explain what the Live! Rewards® Club is and its services• Define the basics of club service delivery• Discuss the importance and benefits of delivering excellent service
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Created By: Kathy AvilaCreated By: Kathy Avila
DELIVERING EXCELLENT CLUB SERVICE
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LESSON 2:
Created By: Kathy Avila
Lesson Objectives
• After completing this lesson, you will be able to:• Identify and understand the “Live 5 Service Standards”• Identify guest types• Deliver excellent service
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Created By: Kathy Avila
Live 5 Service Standards
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Look CLEAN
Be SAFE
Be FAST
Be FRIENDLY
Be FUN
Created By: Kathy Avila
Identify Customer Types
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Negotiator
Annoyed
Agreeable
Indecisive
Locate the Page 5 entitled “List of Guest Types” in your participant’s guide.
Created By: Kathy Avila
INSTRUCTIONS:
Roleplay – Exercise (B)
• This exercise will demonstrate how to identify and serve guest types.• Locate the Page 6 entitled
“Roleplay – Exercise (B)” in your participant’s guide.
• The instructor will read the role of Peter and a volunteer will read the role of the guest.
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Created By: Kathy Avila
Lesson Objectives
• You should now be able to:• Identify and understand the “Live 5 Service Standards”• Identify guest types• Deliver excellent service
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Created By: Kathy AvilaCreated By: Kathy Avila
DELIVERING EXCELLENT SERVICE
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Assessment:
Created By: Kathy Avila
Assessment – Question 1Which option below is NOT a part of the Live 5 Service Standards?
A. We look CLEANB. We feel BOLDC. We are FRIENDLY
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Created By: Kathy Avila
Assessment – Question 2True or False? You should care about delivering excellent guest service because business growth means more potential benefits for you.
A. True B. False
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Created By: Kathy Avila
Course Objectives
• You should now be able to:• Explain Live! Rewards® Club and its services• Define the elements in club service delivery• Discuss the importance and benefits of delivering excellent service• Identify and understand “Live 5 Service Standards”:• Identify guest types• Deliver excellent service
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Created By: Kathy Avila
Questions?
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