Customer Interaction

Based on your recent experience in the role of customer service representative (phone or emai) what 3 principles/beliefs do you believe where reinforced by this exercise.

Example: I experienced that many callers used the words "ya" and "um" while speaking. You should be conscientious of using full sentences and avoiding slang.

Adding a little DISNEY to your resort

Imagine: You have been engaged to integrate Disney customer service elements a ski resort settings.

Task: Develop one strategy to enhance the customer experience at your resort.

Example:

SHOW: I believe that one simple way that we could enhance the customer service experience is to instill in our staff that when they are in front of guests, they are on stage:

In Costume; name tags and uniform

Playing the part; role model behaviors, consider the impact on the customer when walking onto resort property and seeing three employees out front smoking.

Serving Generation Y

How do we serve Generation Y....

1. What do GEN Y consumers expect from the service providers (retail, food and beverage staff, teachers)
2. How does GEN Y consumers expectations defer form their parents expectations?

Conduct ONE interview with a GEN Y consumer and post their perceptions/answers to the questions above.

FISH!

From the FISH Philosophy of customer service, which of the 4 principles can you relate to? Which do you feel you could implement within the first week of your new Co-Op?

What are your experiences.........

http://www.joelonsoftware.com/articles/customerservice.html

This article is great food for thought.

I am interested in your experiences as a customer;

Did you find the service you received was acceptable?

If you were asked to complete a customer satisfaction survey, how would your respond?

Welcome

Welcome to the Georgian College, Ski Resort Operations, blog for the Fall 2007 Service Delivery course