Customer Service Like You Mean It: Creating Authentic Experiences that Drive Revenue  

Holly Duckworth, CAE, CMP

A little about me:

• 120 nights a year in a hotel

• With an average 2 meals or more a day in a hotel

• 240 + restaurants

• Retail shopping magnet from Mall of America to Walmart

• Hallmark - Shilo Inn’s - Bank of America

MSN Money Magazine 2013

"Everyone at FedEx is committed to placing customer needs at the center of everything we do," the company said in a statement.

"People are looking at the entire customer experience, and this is an important thing that companies aren't realizing these days," he added. "It's not just that someone is smiling at the front desk."!

C A R E

C !

CLARITY OF PURPOSE

Body Language!

• Open & Welcoming

• Smiles

• Head down/Closed

• Point the “naught bits:

• Uniforms - identify you to staff

• Name Badges - make the experience personal

A !

Attitude

R !

Responsible

10 Commandments of Customer Service

E !

Energy & Experience

C A R E

Thank  You!

Contact us for:Speaking, Strategic Visioning & Consulting

Holly Duckworth, CAE, CMPChief Connections Officer & CEO!Leadership Solutions International!

503 887 4112!@hduckworth