Guest Service Testimonials from Flippin (Guest Post by Scott Sudduth)

Flippin
Welcome to Arkansas’s guest service training goes a long way to make our visitors feel welcome and help our communities profit. However, the biggest reason I’m passionate about these sessions is that they help Arkansans succeed on an individual level! Let me share a story that illustrates my point.

Earlier this fall, Flippin High School’s business class students became the first high schoolers in Arkansas to receive “First Impressions” guest service training certificates. Shortly after their training, Alyssa and Lance went to job interviews, taking their “First Impressions” certificates with them. Both of them got the jobs they wanted! Here’s what Alyssa and Lance had to say:

Dear Mr. Sudduth,
I want to thank you for taking the time to come to our school and present to us. It really opened my eyes on the workforce. With what you taught us I took that to my interview and got the job. You did an excellent job… I would love for you to come back again!
Sincerely,
Alyssa

Mr. Sudduth,
Thank you for coming the other day. It was really fun and interesting and the funny thing was that I had a job meeting the next day and I did everything you said to and I went home and the next day they called and said I got the job. Thank you. You really helped me.
Sincerely,
Lance

Guest service is all about making other people feel special and significant. But Alyssa’s and Lance’s stories remind us that learning these skills is one of the best things we can do for ourselves as well. When we commit to serving our guests with excellence, everyone wins – the visitor, the community and the worker!

Welcome to Arkansas Promotion Kit Available

If you’ve signed up to host a “Welcome to Arkansas First Impressions Guest Service Training” class, the next step is to spread the word! This free promotion kit gives you a fun and easy way to market your session jumping castles for sale.

Highlights include:
• Step-by-step instructions to walk you through the process
• Customizable forms to help promote your event

Tips to make your session an easy success, like who to invite and how to gain media coverage

Be Positive

“I’ve learned that people will forget what you said, people will forget what you did, but people will remember how you made them feel.” – Maya Angelou

A positive attitude is key to exceptional customer service. People remember how it feels to be treated well. They appreciate courtesy and kindness. Conversely, a bad attitude is just as memorable and can ruin any chance for repeat business. Here are a few pointers to help you step up your positive personality:

Use positive language. Be positive when speaking to customers. State what you can do, instead of what you can’t. Rather than saying, “No, we don’t accept checks,” turn it around to say: “We’ll gladly accept your cash or credit card.”

Maintain a customer-focused attitude. Realize that a positive attitude is a matter of choice. When dealing with a difficult customer, choose to focus on the customer’s needs and wants, not their negative tone or attitude. Don’t take their anger personally.

Avoid gossip. Gossip usually carries a negative connotation. Steer clear of gossip, and you will avoid negative thoughts and messages.

Set an example. When you present a positive image, people want to be around you and are more willing to follow the example you set.

Be accountable. When a problem arises, resolve it. Avoid placing blame on another department or employee for a mistake.

Avoid complacency. Recognize areas you need to improve. Establish personal and professional goals and objectives for improvement.

Be proactive. Look for positive solutions to challenging situations. Don’t wait to take action. Customers are anxious to resolve issues. When the resolution stage is delayed, it generates more frustration and anger. Your genuine concern and upbeat willingness to take immediate action will be remembered longer than the negative feelings.