Created By: Kathy AvilaCreated By: Kathy Avila

For Club Service RepresentativesDelivering Excellent Service

Created By: Kathy Avila

Course Objectives

• Upon completing this course, you will be able to:• Explain Live! Rewards® Club and its services• Define the elements in club service delivery• Discuss the importance and benefits of delivering excellent service• Identify and understand “Live 5 Service Standards”:• Identify guest types• Deliver excellent service

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Created By: Kathy Avila

Course Prerequisites and Agenda

• Course Agenda:• Lesson 1 – Club Service Overview• Lesson 2 – Delivering Excellent Club Service• Group Assessment

• Course Time (estimate):• 20 Minutes

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Created By: Kathy AvilaCreated By: Kathy Avila

CLUB SERVICE OVERVIEW

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LESSON 1:

Created By: Kathy Avila

Lesson Objectives

• After completing this lesson, you will be able to:• Explain what the Live! Rewards® Club is and its services• Define the basics of club service delivery• Discuss the importance and benefits of delivering excellent service

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Created By: Kathy Avila

Introducing PeterClub Service Representative:• Social• Friendly• Fast and spontaneous• The center of attention• Playful• Persuasive

Created By: Kathy Avila

Live! Rewards® Club

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• Live! Rewards® Club:• A service center where

guests sign up and learn the benefits of joining the rewards club.

• Live! Rewards® Club Representative:

• Promote • Sign up • Explain Benefits• Effectively Assist• Maintain Database

Created By: Kathy Avila

Service Process

1.

Greet Guest

2.

Identify Need

3.

Assist Guest

4.

Follow Up, if

applicable

5.

Further Assistanc

e

6.

Part with Guest

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Locate Page 3 entitled “Service Process” in your participant’s guide.

Created By: Kathy Avila

INSTRUCTIONS:

Scenario – Exercise (A)

• This exercise will demonstrate how to use the Live! Rewards® Club Service process to assist a guest.• Locate Page 4 entitled

“Scenario – Exercise (A)” in your participant’s guide.

• The instructor will read the scenario out loud.

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Created By: Kathy Avila

Benefits of Delivering Excellent Service

Happy Guests

Happy Reps

Return Guests

Business

Progress

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Created By: Kathy Avila

Lesson Objectives

• You should now be able to:• Explain what the Live! Rewards® Club is and its services• Define the basics of club service delivery• Discuss the importance and benefits of delivering excellent service

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Created By: Kathy AvilaCreated By: Kathy Avila

DELIVERING EXCELLENT CLUB SERVICE

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LESSON 2:

Created By: Kathy Avila

Lesson Objectives

• After completing this lesson, you will be able to:• Identify and understand the “Live 5 Service Standards”• Identify guest types• Deliver excellent service

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Created By: Kathy Avila

Live 5 Service Standards

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Look CLEAN

Be SAFE

Be FAST

Be FRIENDLY

Be FUN

Created By: Kathy Avila

Identify Customer Types

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Negotiator

Annoyed

Agreeable

Indecisive

Locate the Page 5 entitled “List of Guest Types” in your participant’s guide.

Created By: Kathy Avila

INSTRUCTIONS:

Roleplay – Exercise (B)

• This exercise will demonstrate how to identify and serve guest types.• Locate the Page 6 entitled

“Roleplay – Exercise (B)” in your participant’s guide.

• The instructor will read the role of Peter and a volunteer will read the role of the guest.

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Created By: Kathy Avila

Lesson Objectives

• You should now be able to:• Identify and understand the “Live 5 Service Standards”• Identify guest types• Deliver excellent service

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Created By: Kathy AvilaCreated By: Kathy Avila

DELIVERING EXCELLENT SERVICE

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Assessment:

Created By: Kathy Avila

Assessment – Question 1Which option below is NOT a part of the Live 5 Service Standards?

A. We look CLEANB. We feel BOLDC. We are FRIENDLY

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Created By: Kathy Avila

Assessment – Question 2True or False? You should care about delivering excellent guest service because business growth means more potential benefits for you.

A. True B. False

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Created By: Kathy Avila

Course Objectives

• You should now be able to:• Explain Live! Rewards® Club and its services• Define the elements in club service delivery• Discuss the importance and benefits of delivering excellent service• Identify and understand “Live 5 Service Standards”:• Identify guest types• Deliver excellent service

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Created By: Kathy Avila

Questions?

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