RCS Training Program

Riders for Customer Service, TRAINERS

Morgan Nelson Jared Wallenmeyer

Austin Lay Tim Lau

Our Mission:Comfort and safety is our number one goal, with an emphasis on enjoying the entire ride. Upon entry, to exiting, and all that lies in- between, we remain committed to providing excellent service to all who ride.

Our Objectives:★ Provide an intense certification program for ride operators. ★ Empower ride operators with communication skills, knowledge, and

confidence. ★ Provide the customer service training needed to enhance the rider

experience..

Riders for Customer Service

ATTENTION… ATTENTION...

We ask that you remain seated and prepared,

with a willingness to learn.

Please keep your focus on our trainers at all times

and get ready for a customer service training experience

that will blow your mind.

Thank you, and...

Enjoy the ride!

http://youtube.com/v/swg_2hJ-w5Q

How to Deal With Customer ComplaintsA Training on how to be better for our customers

A Few Facts about Customer complaints

- If you resolve a complaint in the customers favor they will want to do business with you 70% of the time again

- Up to 95% of customers will give you a second chance if you handle their complaint successfully and in a timely manner

“As far as customers are concerned, you are the company. This is not a burden, but the core of your job. You hold in your hands the power to keep customers coming back- perhaps even to make or break the company” - Unknown

Tips to handle a bumpy ride

- Remember the complaints contain insight- Give credence to each customer- Use Supportive Questioning- Time is of the essence- Don’t take it personally

CARP

- Control

- Acknowledge

- Refocus

- Problem solved

Identify what short of complainer they are

1. The Meek Customer2. The Aggressive Customer3. The High Roller4. The Chronic Complainer5. The Barnacle

A gut check

upset customer = 1 personTells +11 other peopleWho each tell 5 people +55 peopleTotal who heard = 67 people

Customer service Paul R. Timm, sixth edition

Remember!!!!

Don’t take the complaints personally we never know the reason for the complaint lets just do everything in our power to fix it and keep the customer happy.