THE ART OF SETTING
To understand the importance of setting, our training module we’ll go over the details of what an establishments or service-based businesses should have in place for customer service. Observe the list below and see if your agency business practices follow our choices of good customer service.
- Do you greet upon entering the establishment?
- Was the place clean?
- Were all the employees wearing clean clothes? If there was a “uniform,” did all employees wear it?
- Did employees engage you and other customers or just chat among themselves?
- Were employees visible and available for questions or too busy?
- Did employees answer to requested destinations or merely point at the location?
- If employees didn’t know the answer to a customer’s question, did they seek the answer from a colleague?
Upon completing this evaluation, think about the message your setting for the customer. What messages were the settings? Apply the same type of discovery actions to your physical setting. Develop plans that will address deficiencies, allow expansion in new areas, and enable continual evaluation of your setting.
Here are some of the other component within our customer service module;
THE ART OF CAST
- Make a memorable first impression – First impressions are lasting ones. Start sending the right messages to prospective and new employees from the very first point of contact. Make sure that when walking throughout the origination you always present yourself ONSTAGE.
- Communicate the heart and soul of the organization first
- Speak a service language; wear a service wardrobe
- Establish a set of performance tips
- Build a performance culture
THE ART OF SETTING
- Define your setting – Setting is the environment in which service is delivery to customers (onstage), all of the object within that environment, and the procedures used to enhance and maintain the service environment and objects.
- Tell your story through the setting
- Separate onstage and backstage
THE ART OF PROCESS
- Take a process orientation to service delivery – Roughly three-quarters of service is delivered via processes. Processes are the policies, tasks, and procedures used to delivery service.
- Collect and analyze combustion statements
- Optimize Guest flow throughout the service experience
- Communicate with Guests
- Create processes for Guest who need service attention
THE ART OF INTEGRATION
- Building a service greater than the sum of its parts with integration – Integration is the work of alignment and distributing your service standards over the three delivery systems of cast, setting, and process.
- Meeting Guest expectations with headliners; the plus experience Guest expectations
- Manage every service moment
- Choose service solutions that are high-touch, high-show, and high-tech
Here at Transit 2 Safety we pride ourselves in safety and preventing future accidents, we would enjoy coming out to your agency and going over our training methods. We can help you in revamping your training materials, and helping your training development team. Call us today for further information.