The Customer Experience Expedition: A Service Ethic Trail Map Kristin Gibson, Associate Director for UREC Services Erica Foltz, Assistant Director for Member Services Christian Miller, Graduate Assistant for Member Services James Madison University
# NIRSA2018 Learning Outcomes At the conclusion of this presentation, participants will be able to… ● articulate the importance of continually developing the customer service philosophy of a campus recreation department. ● identify six key features of companies with successful customer service philosophies. ● determine one key feature to prioritize as a department to improve the customer experience.
# NIRSA2018 1. Importance of Customer Service
# NIRSA2018 The Customer experience Every Visit in Every Interaction with Employer Sum Staff Employer Training Policies/Procedures Service Ethic -> Customer Service The Customer Experience Employer Expectations External Factors Out of Employer’s Control
# NIRSA2018 Service in Your Organization If your department has a customer service philosophy, please share with your group. What customer service training is provided?
# NIRSA2018 Great service equates to: - Increased retention - Increased brand admiration - Growth - Employee engagement
2. # NIRSA2018 key service features of Virgin successful Amazon companies rei
Virgin
# NIRSA2018 “ Our mission statement is simple, yet the foundation of everything we do at Virgin Atlantic Airways... to embrace the human spirit and let it fly.
Employees First # NIRSA2018 Hire friendly, positive people, train and empower them “Clients do not come first. Employees come first. If you take care of your employees, they will take care of the clients.” – Richard Branson Reward staff publicly for satisfying customers Virgin’s flexible work schedules - not one size fits all
Genuine Spirit # NIRSA2018 treat customers like real people; have fun and listen Customers are individuals, not generic, faceless beings Leaders should be visible, should listen, and CAN HAVE FUN Being honest and real will help build connections with customers
Key features # NIRSA2018 Employees First Genuine Spirit hire friendly, positive people, train treat customers like real people; and empower them have fun and listen
REI
# NIRSA2018 “ It's simple. Yet powerful. Individuals working together for a common good. No shareholders. No stakeholders. Just members.”
Customer Involvement # NIRSA2018 listening to those who utilize your facilities, services, & products everyday , value the input of your members Co-Op Model Town Halls, Q&A Sessions Reddit AMA
Living the Mission # NIRSA2018 practice what you preach, be your own best spokesperson, be the example #OptOutside Yay Days Funding Research REI Outdoor School
Key features # NIRSA2018 Prioritizing Customer Living the Mission Involvement Practice what you preach, be your own best spokesperson, be the Listening to those who utilize your example facilities, services, & products everyday Value the input of your members
amazon
# NIRSA2018 “ Amazon’s vision is to be Earth’s most customer-centric company, and that includes customers with disabilities. We’re working hard to provide the tools, services, and devices that make it easy for you to enjoy everything Amazon has to offer.”
# NIRSA2018 “
Community stewardship # NIRSA2018 careful and responsible management of something entrusted to one’s care Holiday Military Packages Smile.Amazon.com Amazon’s A to Z Experience Warrior Games Hometown Investment ● Sponsoring large city-wide events Purchasing a Seattle Streetcar ● ● Hosting community Farmers Market Board member volunteer work ●
accessibility # NIRSA2018 capable of being reached, used, understood or seen Buying & Selling Amazon Prime Quick, Easy Returns Shopping Made Simple Usability Features Based on Disability ● Frustration Free Packaging ●
Key features # NIRSA2018 Accessibility Community Stewardship capable of being reached, used, careful and responsible management understood or seen of something entrusted to one’s care
# NIRSA2018 3. Application of key features
Recreation Examples # NIRSA2018 Clemson Texas A & M - Commerce NIRSA
Key Features Contributing to a # NIRSA2018 positive customer experience - Employees First - Genuine Spirit - Customer Involvement - Living the Mission - Community Stewardship - Accessibility Select one key feature you’d like to apply in some way within your department. What is your idea and how it will improve the customer experience?
# NIRSA2018 Learning Outcomes At the conclusion of this presentation, participants will be able to… ● articulate the importance of continually developing the customer service philosophy of a campus recreation department. ● identify six key features of companies with successful customer service philosophies. ● determine one key feature to prioritize as a department to improve the customer experience.
# NIRSA2018 Let’s elevate this conference! Any questions? You reach us at www.nirsa.org/contact
RCRSP designation holders # NIRSA2018 can earn CEUS! 1. The attendee must complete a session evaluation. 2. The attendee may collect a session attendance certificate from the session host to document attendance for this education activity. Keep for your files! Questions? Visit the NIRSA Education Table at conference for assistance, or email registry@nirsa.org
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