The most important relationship your company
has is the one between your customers and the employees who interact
with them. Anything that the company can do to improve that relationship
will benefit your employees, your customers, and ultimately, your
organization.
Purpose:
The purpose of the Service Quest is to orient the staff
of a venue with those amenities most often requested or visited
by Guests during an event. It also provides the opportunity for
the staff to utilize the "staff handbook" in a real-world application
prior to the start of the season, demonstrating both the usefulness
of the hand book as well as getting the staff familiar with how
to use it quickly and accurately. It is also a Team-Building exercise.
While many staff members have extended tenure with a facility,
SMRI research has found that even the most experienced staff frequently
is unable to give Guests appropriate or accurate directions. Similarly,
one of the most common requests heard from staff members is for
more extensive training. The Service Quest fulfills the needs of
both introducing the venue and its Guest amenities to new staff
as well as reinforcing the venue layout and available amenities
to returning staff.
Methodology:
Working in groups of two-three people, the staff
members are given clues leading them to various amenities/locations
in the venue - all of which are locations to which Guests might
ask for directions. Each clue directs the team to another location
where they pick up another clue. The number of "stops" on the Service
Quest depends of the length of the program chosen by the client.
At some of the stops teams may be asked to complete other tasks,
all related to the venue and providing quality Guest service.
Each of the teams choose a different path through the Service
Quest. That path can include a combination of any or all of the
following: Guest Services, first aid, concession stands, merchandise
stands/store, sections, suites, pay phones, restrooms, smoking
areas, club lounge and any other venue specific amenities that
may be appropriate.
As part of the Team-Building aspect of the Service Quest, the
teams are actually part of two larger teams (unbeknownst to them)
and once the individual portions of their Quest have been completed
they need to come together to complete one final task. This demonstrates
that not only is each individual team important, but the contributions
of each small team to the larger team are all necessary for its
success.
Should your Customers have to
sacrifice
Great Service for Great SECURITY??
We emphasize Customer Service
AND
Security Awareness Staff Training for Sport
and Entertainment Facilities/Events.
At SMRI we believe that Customer Service Training
should build confidence, generate enthusiasm, stimulate creativity,
and empower your employees to provide each and every customer with
a valued experience.
Sport facilities have unique needs
in Customer Service Training and SMRI has a unique understanding
of those needs. We have used our real-world sport spectator information
to develop the framework of our Seminars specifically for sport
facilities, events and teams.
Using the Accelerated Learning Model, in which the average amount
of material retained by participants is 72% (versus 12% retention
from the average training class), we utilize interactive games,
role playing, videos and incentives to foster an open and fun environment
for each class session.
Go Figures
Our copyrighted Go Figures present scenarios for the
class to analyze, discuss what they would do in the given situation,
and determine the best ways to take care of the Guest involved.
The scenarios are designed to focus on the session's specific area
of responsibility: from Guest Services to Concessions, from supervisors
to front line personnel.
Videos
The use of Videotapes, which demonstrate to the class examples of
customer service - both good and bad - provide real world examples
that everyone can identify with. These visual images in their humorous
context correspond to the training and help keep the information
"top of mind" long after the session has ended.
Word Games
Our Word Games help to reinforce the information learned in the
sessions by highlighting key words and phrases throughout the seminar.
Teamwork counts as the attendees pair up to show off what they have
learned and are rewarded for their efforts.
SMRI customizes classes to meet the needs of each individual
audience. Some of the Specialized Workout Sessions for Sport Facility
Personnel that we provide include:
Managers
Supervisors
All Staff
Members:
- Concessions
- Merchandise
- Parking
- Ticket Booth
- Ushers
- Security
- Guest Services
Additionally, SMRI, using our Customer Service
research protocol, can monitor the ongoing effects of the Service
Training programs.
Gold Medal Performers
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How
to Reach 'em
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How to Keep 'em |
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The Basics of Guest Service
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What
is a "perfect day" at the facility?
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Creating
the right First Impression
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Practicing
Total Listening |
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Keep Them Coming Back
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Last Impressions are lasting impressions
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The
Importance of consistency in service
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Bottom-Line Impact
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What are the costs - in real dollars - of poor customer
service?
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How
to increase your staff's success, and lower their turnover
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Trickle-Down Theory
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How
to teach your team the fundamentals
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Individual
and Team Goal Setting |
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Rewards & Recognition
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"Catch
somebody doing something RIGHT today!"
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Motivators
that work |
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For More Info:
E-mail SMRI or call us at 954.389.9095
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