Erika Kramer, Martin Bros. Dist.
 Please
make a list of as many things “wrong”
with my uniform or behavior
 Who



is your competition??
Local Nursing Homes
Local restaurants- travel to
Local restaurants- delivery
 Who




are your Customers?
Local community members
Family of residents
Friends of residents
Anyone you see who you don’t know who is
walking int your home!
 How
are your customers
important?




Repeat Customers (rehab)
Income
Money for you
Dining experience is always
remembered!!
 CUSTOMER




SERVICE!
What you say
How you say it
What you DON’T say
Listening
HIGHLIGHT of their day!!
 Service representative
 Care Initiative representative
 Counselor (angry customers)
 Start their day

 https://www.youtube.com/watch?v=bTbHwn
xCGaI
 https://www.youtube.com/watch?v=9oywp2
qRRyc
Quick Story:
 Recently, my family and I experienced the Ritz-Carlton
signature customer service in a way that will be talked
about in our family and at my company for many years to
come. My wife and two children spent a few days at the
Ritz-Carlton on Amelia Island (Florida) while I was in
California on business -- sadly unable to make the trip with
them. Upon returning, we discovered that our son's
beloved stuffed giraffe, named Joshie, had gone missing.
As most parents know, children can become very attached
to special blankets, teddy bears and the like. My son is
extremely fond of his Joshie, and was absolutely distraught
when faced with the idea of going to sleep without his
favorite pal. While trying to put him to bed the first night
home, I decided to tell a little white lie.
"Joshie is fine," I said. "He's just taking an extra long vacation
at the resort." My son seemed to buy it, and was finally able
to fall asleep, Joshie-less for the first time in a long while.

A
couple days went by, and we received a
package from the hotel. It was my son's
Joshie, along with some Ritz-Carlton-branded
"goodies" (a frisbee, football, etc.). Also
included in the package was a binder that
meticulously documented his extended stay
at the Ritz.
 It
showed Joshie wearing shades by the pool
(my original request/suggestion)...
 Joshie
getting a massage at the spa...
 Joshie
making friends with other critters...
It goes without saying that the Ritz-Carlton can
count on my family to be repeat customers. But
I'm also telling you (and everyone else who
happens to read this story). This is something I've
always told my staff -- create an experience so
amazing that someone can't help but tell others
about it, and you're sure to succeed. I'd also
venture to say that Aaron (of the Ritz-Carlton
Loss Prevention Team) and his cohorts had a
pretty good time documenting Joshie's vacation,
and employee morale is a huge part of creating a
great customer experience.
All this from a stuffed giraffe who got lost on
vacation.

 “Jargon
City”
 Jargon: Vocabulary specific to a particular
trade or profession
 Slang: Informal usage in vocabulary that is
characteristically more metaphorical, vivid,
and playful than ordinary language
 After each statement: raise hand for jargon
and stand up for slang
 Correct statement to make it more customer
service oriented
 Purpose: Make you aware of using jargon and
how it effects customer experience
 “Simon
Says!”
 I’m going to give a list of instructions that I’d
like you do:
 Purpose: to test everyone’s active listening
skills
 “How’s
the Weather”
 Help come up with at least 3 statements or
questions about each customer that you can
use to create dialog with that customer
 Purpose: Help you pic up cues to build
rapport with customers, making them repeat
customers!
 “Face




Off!”
Split into 4 groups
Each group will choose 5 ‘actors’ to act out the
word on their card
Each group will be timed to see who can
correctly guess all 5 words for their group
Winning group gets a prize!
 Purpose:
Increase awareness of the
importance of body language and how it adds
meaning to customers they are
communicating with…
 “Ridiculous


Complaints”
Read a list of true complaints
Brainstorm how you could respond to each within
a few seconds
 Purpose:
Think about taking complaints
serious (even when you know they are
ridiculous!!)
 You
are important!
 Keep your customers happy
 Don’t forget about body language as well as
listening and the message you are saying
 Too much is not always a good thing…

https://www.youtube.com/watch?v=yYUvpYE99vg
Have a great rest of your week!!
 Horn,
Chris. (2012, May 17). Stuffed
Giraffe Shows What Customer Service Is All
About. Huffington Post, Retrieved from:
http://www.huffingtonpost.com/chrishurn/stuffed-giraffe-showswha_b_1524038.html
 Carlow, Peggy and Vasudha Kathleen
Deming. The Big Book of Customer Service
Training Games. New York: McGraw Hill,
1999. Print