Golf Shop
A customer walks in the golf shop, what should you do first?
stand up (if you are sitting which you shouldn't be), SMILE and welcome them to park north and asks how you can help them today
A customer comes in upset because he had a bay at 5:30 and it's 5:40 and he still hasn't received a text, what should you do?
apologize and politely let them know that you will go check up on that table and try to get them seated immediately
A customer asks where the restroom is located how should you respond?
show them where it's at in relation to where you are in a nice way
What should you do if a customer is swinging clubs behind the second red line
You notice the golf shop is messy, and things are out of place or putters are on the floor
Clean it up, Golf shop is the first place people come when they get here, we need to start them off with a good impression
A customer looks lost in the golf shop like they are looking for something but they have not asked for help. How should you go about apporaching them without being pushy?
Politely ask if there is anything you can do to help them and then go about doing that.
An old man complains that the bay is more expensive than he thought at 12pm on Saturday and he gives an attitude, what should you do?
Stay polite, and let them know of other time they could come when it is cheaper for instance weekday mornings for senior discount
A customer asks a question that you do not know the answer to, how should you go about responding to that?
Say let me check for you really quick so I can ensure I give you the correct answer.
DO NOT SAY I DONT KNOW (because guess what...they don't know either that's why they are asking you.
A customer reports that something in their bay is broken or not working properly. What steps should you take?
Thank them for letting you know, apologize, report the issue, and let one of the managers know
A customer asks you a question while you are on your personal phone. What should you do?
GET OFF YOUR PHONE I mean honestly, you can go without scrolling on Instagram for a few hours
A customer visits park regularly, what can you do for them to feel valued and acknowledged?
Greet them by name, if you know it, EX. let's say they are a member and they always like to be downstairs... put them downstairs without having to ask.
A customer says they were charged the wrong price. What steps should you take?
Check the price on our end and get natalie, rc, or ben to give refunds if needed. NEVER EVER GIVE REFUNDS WITHOUT ASKING
A customer says their bay isn't registering their shots, how should you go about helping them?
Explain to them that it is radar technology and they have to get the ball off the ground and at least 15 yards... if they are still having problems offer them an upstairs bay if available
You notice kids sitting on top of the ball dispensers while other players are hitting what should you do
Tell them that only one person is allowed to be in front of the red line per bay and that they need to go behind the second red line if they are not hitting
You hear a coworker speaking negatively about a customer where others can hear. How should you handle it?
Do not join in. Please like ask them to go to the back especially if they are in the golf shop because you never know who is around
Three customers walk in, the phone rings, and another customer is waiting to be helped. How do you prioritize everything?
Acknowledge everyone, help the customer already waiting, let the other groups know you or someone will be with them shortly and answer the phone politely and ask them if they mind being put on hold for a few minutes
A customer comes down to the golf shop angry and starts raising their voice about how long the food took. How should you respond?
Remain calm, listen without interrupting, acknowledge their frustration, and involve a manager if needed.
a group of customers need help with how to work a game how should you go about doing that?
Go help them with the game and if you dont know how to work the game you need to reenter training at park north because that is one of the main parts with this job
Were on a waitlist and someone is checking in for bay 213 and the people from the previous reservation are still sitting there... what should you say to the customers still sitting there
Hey guys! I'm so sorry but we do have a reservation coming up in about 5 minutes in this bay. Is there any trash or anything I can get off this table for you?
You realize you made a mistake while checking out a customer. What should you do?
Be honest, if you accidentally charged the customer too much money let them know you will get it fixed and go get a manager to help fix it
A customer who has never been here before walks in what should you do?
Make them sign the waiver, WALK them to their bay, show them how to navigate trackman and go over RULES
- being personable is always good too and this goes for every scenario (ex. say my name is ..... if you have any questions don't hesitate to ask
A customer demands a refund that goes against Park North's policies. How can you handle it?
Explain the policy respectfully, offer an hour bay free card if a manager allows and ask natalie, ben or rc to help if the customer is still upset.
if a customers screen froze what should you do?
Go unfreeze it and let them know you will add 5-10 minutes back on for them
If someone throws a club on to the range on accident, what should you do?
Go out and get it so the robot doesn't hit it and take it back out to the bay
You are having a bad day and feel frustrated. How should you make sure it doesn't affect your customer service?
Stay professional, remain polite, and avoid taking your frustration out on customers or coworkers.