Cheryl Burkhart-Kriesel
University of Nebraska-Lincoln Extension
MarketPlace Conference
West Point, Nebraska
February 2013
Service Standards:
priorities and criteria that
ensure consistent delivery of
customer service
Service Standards:
 Set organizational and employee
guidelines for decision-making
 Prioritize the details of service
delivery
 Allow consistent measurement of
service delivery
What words & phrases describe the kind of
service your customers expect from you?
Smile
Safety
What words & phrases describe the ideal level
of service you provide?
Consistent theme
Ready to serve
Policies-procedures
Personal touch
Sales
Efficiency
Assertively friendly
Good food
Fun
What words & phrases describe the kind of
service your customers expect from you?
What words & phrases describe the ideal level
of service you provide?
Respectful
Accommodating
Courteous
Responsive -calls
Helpful
Local information
Knowledgeable
Safety
What words & phrases describe the kind of
service your customers expect from you?
What words & phrases describe the ideal level
of service you provide?
Take the two lists and cluster
similar words in boxes below.
Personal touch
Guest as VIP
Assertively Friendly
Smile
Security
Prevention
Procedure
Safety
Prioritize these words.
Choose a word that best
They
become
your quality standards.
describes / defines each group.
Note: #1 Is not negotiable!
Courtesy
Safety
Guest flow
Use of space
Speed of service
Ready to serve
Efficiency
Staff appearance
On stage/off stage
Consistent theme
Authenticity
Show
#1
#2
#3
#4
Safety
Courtesy
Show
Efficiency
Take the two lists and cluster
similar words in boxes below.
Respectful
Helpful
Courteous
Accommodating
Prioritize these words.
Choose a word that best
They
become
your quality standards.
describes / defines each group.
Note: #1 Is not negotiable!
“Meet them
where they are”
#1
__________________
_________________
_________________
_________________
__________________
#2
__________________
_________________
_________________
_________________
__________________
#3
__________________
_________________
_________________
_________________
__________________
#4
__________________
Take the two lists and cluster
similar words in boxes below.
Prioritize these words.
Choose a word that best
They
become
your quality standards.
describes / defines each group.
Note: #1 Is not negotiable!
________________
________________
________________
__________________
#1
_________________
_________________
_________________
__________________
#2
__________________
_________________
_________________
_________________
__________________
#3
__________________
_________________
_________________
_________________
__________________
#4
__________________
__________________
Your prioritized service standards.
What behaviors characterize
these standards?




_3rd_
(Priority)
Show
Title)

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
Mirror use
Cast appearance
Performance
Costume matches
behavior
2 minutes 2 bites
Eye contact &
smile
Assertive friendly
______________
______________
______________
______________
______________
______________
______________
How can you communicate/ integrate
these behaviors into your business?
For employer:
history training; mirrors at
stage entrances; location
for changing into costumes;
train for roles AND service
For established employees :
reminder for on stage/off
stage (mirrors); consistent
performance/mentor;
encourage cast member
suggestions (2 bites -2 min)
For new hires :
role expectations (use
mirrors); become part of
the cast/use mentor; basic
service standards – smile/
eye contact; act
“assertively friendly”
Brainstorm behaviors…
 Are there actions where everyone has a role?
•
•
 Are there ways to get employees input?
•
•
 How can you reinforce behavior?
•
•
Your prioritized service standards.
________
(Priority)
“Meet them where
they are”
(Title)
What behaviors characterize How can you communicate/ integrate
these behaviors into your business?
these standards?
 Demonstrate
flexibility to assist
 Show empathy__
 Share experience
 Share knowledge
 Instill confidence
 Answer questions
 ______________
 ______________
 ______________
 ______________
 ______________
 ______________
 ______________
 ______________
 ______________
For you as an employer:
implement customer
reservation training that
reassure potential
customers that beginning
skills are acceptable
For established employees:
to
develop a scripted list of
riding “do’s and don’ts”
that help ensure a safe and
successful ride
For new hires:
respond
confidently to top five
questions customers ask
about horse riding ,
actively seek answers to
questions they don’t know
Your prioritized service standards.
________
(Priority)
_________________
(Title)
What behaviors characterize
these standards?

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
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
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




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______________
______________
______________
______________
______________
______________
______________
______________
______________
______________
______________
______________
______________
______________
______________
How can you communicate/ integrate
these behaviors into your business?
For you as an employer :
For established employees :
For new hires :
You can dream, create, design, and
build the most wonderful place in
the world, but it requires people to
make the dream a reality.”
…Walt Disney
“
Video: Johnny the Bagger
http://www.stservicemovie.com/
Extension is a Division of the Institute of Agriculture and Natural Resources at the University of
Nebraska-Lincoln cooperating with the Counties and the U.S. Department of Agriculture.
University of Nebraska-Lincoln Extension educational programs abide with the non-discrimination
policies of the University of Nebraska-Lincoln and the United States Department of Agriculture.
Cheryl Burkhart-Kriesel
University of Nebraska-Lincoln Extension
MarketPlace Conference
West Point, Nebraska
February 2013