Post on 19-Jan-2018
description
Delivering Exceptional Customer Service
Certified Security ProfessionalsUniversal Protection Service
Choosing to thrive rather
than to survive
You Have the Power
To Make a Difference!Video: Serve Right
Universal Protection Service
Certified Security Professionals
Great Customer Service
Where have you experienced great customer service?
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Bad Customer Service
Where have you experienced bad customer service?
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Who do they tell?• Dissatisfied Customer – will tell 9 to 12
friends or associates. Competition will soon find out.
• Satisfied customer – is an indifferent customer. He/she will not talk about their experience unless surveyed.
• Delighted customer – is a happy customer. He/she is delighted to tell 4 to 5 friends and associates. This person will become your greatest sales person.
Reinventing the Customer Experience
In the hotel business, “every housekeeper, bellman,
engineer, and desk clerk knows that he or she is
permitted – no, expected – to go outside the
standard procedures when necessary to satisfy an
unhappy guest … or provide that guest with a
moment of unexpected satisfaction.”
-- Jonathan Tisch
Universal Protection Service Certified Security Professionals
Mission Statement
“To make people happy”
Certified Security ProfessionalsUniversal Protection Service
Mission Statement
“To solve unsolved problems innovatively”
Universal Protection Service
Mission Statement
“To give ordinary folk the chance to buy
the same thing as the rich people.”
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Mission Statement
“To push the leading edge of aviation,
taking huge challenges doing what others can not do.”
Universal Protection Service
Mission Statement
CredoThe Ritz-Carlton Hotel is a place where the genuine care and comfort of our guests is our highest mission.
We pledge to provide the finest personal service and facilities to our guests who will always enjoy a warm, relaxed, yet refined ambience.
The Ritz-Carlton experience enlivens the senses, and fulfills even the unexpressed wishes and needs of our guests.
Certified Security ProfessionalsUniversal Protection Service
Mission Statement
Motto“We are ladies and gentlemen serving ladies and gentlemen.”
Three Steps of Service
1. A warm and sincere greeting. Use the guest name, if and when possible.
2. Anticipation and compliance with guests needs.3. Fond farewell. Give them a warm good-bye and use
their names, if and when possible.
Certified Security ProfessionalsUniversal Protection Service
Mission Statement
We provide unmatched service and security solutions
by creating and cultivating partnerships
with our security professionals and clients.
Certified Security ProfessionalsUniversal Protection Service
Keeping the Promise
Keeping the promise is difficult– Human emotions are unpredictable– Consistency can never be guaranteed
Therefore, it is necessary to OVER DELIVER
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How to Over Deliver
Look for ways to increase the depositsinto your Customer Service savings account daily.
Deposits Withdrawals
Positive Contact Points / Systems
Torture Contact Points / Systems
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How to Keep the Magic Alive
The magic of the Human Contact Points resides in the DETAILS.– Resides in the welcoming smile– Remembering, when appropriate, to ask
• About the family• The new house, new car, new dog, new baby• Their health, their vacation • Etc.
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The Greeting!
The greeting is the beginning of a great customer experience!
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Unmatched Customer Service
The difference between excellentand exceptional is only
One Degree
Universal Protection Service
Video: 212 DegreesCertified Security
Professionals
Summary
Certified Security ProfessionalsUniversal Protection Service
Give your customer something they can not get anywhere else
Over deliver - Increase your customer service deposits daily
Keep the magic alive
Employees need to know what customer service looks like, sounds like and feels like