TRAINING SERVICES BY SMRI

The most important relationship your company has is the one between your customers and the employees who interact with them. Anything that the company can do to improve that relationship will benefit your employees, your customers, and ultimately, your organization.

SMRI SERVICE QUEST

Purpose:

The purpose of the Service Quest is to orient the staff of a venue with those amenities most often requested or visited by Guests during an event. It also provides the opportunity for the staff to utilize the "staff handbook" in a real-world application prior to the start of the season, demonstrating both the usefulness of the hand book as well as getting the staff familiar with how to use it quickly and accurately. It is also a Team-Building exercise.

While many staff members have extended tenure with a facility, SMRI research has found that even the most experienced staff frequently is unable to give Guests appropriate or accurate directions. Similarly, one of the most common requests heard from staff members is for more extensive training. The Service Quest fulfills the needs of both introducing the venue and its Guest amenities to new staff as well as reinforcing the venue layout and available amenities to returning staff.

Methodology:

Working in groups of two-three people, the staff members are given clues leading them to various amenities/locations in the venue - all of which are locations to which Guests might ask for directions. Each clue directs the team to another location where they pick up another clue. The number of "stops" on the Service Quest depends of the length of the program chosen by the client.

At some of the stops teams may be asked to complete other tasks, all related to the venue and providing quality Guest service.

Each of the teams choose a different path through the Service Quest. That path can include a combination of any or all of the following: Guest Services, first aid, concession stands, merchandise stands/store, sections, suites, pay phones, restrooms, smoking areas, club lounge and any other venue specific amenities that may be appropriate.

As part of the Team-Building aspect of the Service Quest, the teams are actually part of two larger teams (unbeknownst to them) and once the individual portions of their Quest have been completed they need to come together to complete one final task. This demonstrates that not only is each individual team important, but the contributions of each small team to the larger team are all necessary for its success.

----- New Staff Training Initiative -----

Should your Customers have to sacrifice
Great Service for Great SECURITY??

We emphasize Customer Service AND
Security Awareness Staff Training for Sport
and Entertainment Facilities/Events.

Call Toll Free 866.846.7674 for more information.

Gold Medal Training

At SMRI we believe that Customer Service Training should build confidence, generate enthusiasm, stimulate creativity, and empower your employees to provide each and every customer with a valued experience.

Sport facilities have unique needs in Customer Service Training and SMRI has a unique understanding of those needs. We have used our real-world sport spectator information to develop the framework of our Seminars specifically for sport facilities, events and teams.

Using the Accelerated Learning Model, in which the average amount of material retained by participants is 72% (versus 12% retention from the average training class), we utilize interactive games, role playing, videos and incentives to foster an open and fun environment for each class session.

Go Figures
Our copyrighted Go Figures present scenarios for the class to analyze, discuss what they would do in the given situation, and determine the best ways to take care of the Guest involved. The scenarios are designed to focus on the session's specific area of responsibility: from Guest Services to Concessions, from supervisors to front line personnel.

Videos
The use of Videotapes, which demonstrate to the class examples of customer service - both good and bad - provide real world examples that everyone can identify with. These visual images in their humorous context correspond to the training and help keep the information "top of mind" long after the session has ended.

Word Games
Our Word Games help to reinforce the information learned in the sessions by highlighting key words and phrases throughout the seminar. Teamwork counts as the attendees pair up to show off what they have learned and are rewarded for their efforts.

SMRI customizes classes to meet the needs of each individual audience. Some of the Specialized Workout Sessions for Sport Facility Personnel that we provide include:

Managers
Supervisors
All Staff Members:

• Concessions
• Merchandise
• Parking
• Ticket Booth
• Ushers
• Security
• Guest Services

Additionally, SMRI, using our Customer Service research protocol, can monitor the ongoing effects of the Service Training programs.

Gold Medal Performers How to Reach 'em How to Keep 'em

The Basics of Guest Service What is a "perfect day" at the facility? Creating the right First Impression Practicing Total Listening

Keep Them Coming Back Last Impressions are lasting impressions The Importance of consistency in service

Bottom-Line Impact What are the costs - in real dollars - of poor customer service? How to increase your staff's success, and lower their turnover

Trickle-Down Theory How to teach your team the fundamentals Individual and Team Goal Setting

Rewards & Recognition "Catch somebody doing something RIGHT today!" Motivators that work

For More Info: E-mail SMRI or call us at 954.389.9095