Customer ServiceAce Parking Management

What Is Customer Service?

• Right Behaviors• Right Products/Service• Customer Satisfaction• Exceed Expectation

Who Are Your Customers?

• Your Supervisor• Your Co-workers• Ace Constituents• Airline passengers• People picking up

passengers• Commuters

• Busy moms• Cranky businessmen• Crazed fans• Teen drivers• College students

What Are Their Concerns?

• I hope there’s a good spot.• I’m late for my flight.• Traffic was horrible.• My flat iron burned my hair.• My client just changed companies.• I hate my job.• …

Bad Customer Service

Bon Qui Qui

What Did She Do Wrong?

• On Her Phone• Focus on Self• Attitude• Talked More than Customers• Did What She Wanted• Discriminated• RUDE!

5 Keys to Good Service

• Positive Attitude (want to help)• Know Your Customer

• Ask good questions.• Listen to the answers.

• Know Your Product/Service• Can you meet the need?• How?

5 Keys cont’d

• Respond Well• Give clear relevant information• Answer the need• Be courteous• Don’t call Suh-CURR-ity

• End Strong• Thank the customer• Review the result• Offer to help again