CUSTOMER
SERVICE

Customer service is a venue’s ability to supply the NEEDS and WANTS of their customers.

The NEEDS of Customers are to eat, drink, sleep and to be entertained.

Customers need

to feel...

 WELCOME

 UNDERSTOOD

 VALUED

Your customer’s opinion of you and the venue are usually made up in the first 30 to 45 seconds of entering your venue

SPENDING POWER

Money in pocket.

No one wants it!

Competition is everywhere.

EMPATHY

Doesn’t necessarily mean agreeing with the customer.

It means you truly understand how they feel and can meet them where they are.

CALM VOICE

It’s easy to copy a frustrated person’s tone of voice and respond immediately.

Much better if you remain calm and take a brief moment to think about their answer.

BUILD TRUST

Hear them out.

Make no judgements.

Figure out how to fix it.

Keep them informed.

Don't make excuses.

IT'S NOT

PERSONAL

This is business, not personal.

They’re angry with the product or service. Expectations were NOT met.

Taking it personally brings you down which can negatively affect your quality of work and mental well-being.

FIX THE PROBLEM

This is the MAIN outcome they look for.

Be honest if it can't be fixed.

They are NOT interested in excuses.

Keep them informed at all times of progress.

Ask m/anagement for help if needed.

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