Powder Day
____________ your Customer
Thank
Always give a thanks for those that come out and support us. We are open because of them.
Mama always says: "Think before you _________"
Speak!
What you say and how you stay it does impact others. Be mindful of how you respond. Customer service isn't just about what we say it is about how we say it.
12,099
Tubers
The response we should give when a guest has a complaint?
Thank you for letting us know, would you like to discuss this directly with one of our managers?
What does non-profit mean?
DM is a 501(c)3 Non-Profit and a Park with the city of Detroit Lakes.
We are a unique Ski Area in MN as a Non-Profit, our fees go back into the organization to grow the recreation side of our business.
All Staff should be _________ and informed so they can be clear about what we can and can not do for the guest.
Educated!
Remember your department training, asking questions to your supervisor and listen to how the "Vet" employees respond. Listen and Learn, all the positions here are learn in the moment, so support one another.
Say ________ instead of "Yeah"
Say YES!
"Yeah" means I don't care, "Yes" means I care.
These little things are the difference between good and excellent customer service.
9,636
Slices of Pizza
This is the answer you should give a guest if you can't answer their question.
Let me find out for you
NEVER say I DON'T KNOW
We offer _____ runs and _______ miles of cross country trail.
21 Runs and 11+ miles of cross country trails.
We maybe small, but we offer variety! With 2 triple chair lifts, 4 magic carpets, 2 high speed rope tows and 45 skiable acres, not to mention our extra large tubing hill that has a 1,200 ft run out.
Expectations are based on _______________.
Experiences!
Our goal is to provide the best experience, by doing so time and time again the expectation is set for year 5! This will be the best season yet!
Treat guests like Grandma, and Grandma loves when you say: __________ and I'm Sorry.
Excuse Me
Be courteous when taking out trash, cutting in a line to take care of an issue. This keeps us the best we can be.
43,369
Total Visits for 2017-18 Season
Tubing, Skiing, Snowboarding and Trails...that we know of
Guest can find out about closures via these 4 ways:
_______, _________, __________, __________
Website - www.detroitmountain.com
Text Club - Text SNOW to 97063
DM Social Media - Facebook, Twitter, Instagram
Call our office - 218.844.SNOW (7669)
Keep your work areas and service environments clean, ____________ and safe.
Organized!
This helps not only the guest, but it keeps traffic flow easier and helps you to stay on top of the crazy.
Part of the uniform ALL employees must wear???
NAME BADGE!
Plan to pay $10 if you lose it!
A basic habit that leads to a high level of customer service? (2 words)
Eye contact!
Eye contact is the easiest way to let the customer know you are listening to them, it is how they feel heard in the conversation.
13,027
Rentals for the 2017-18 Season!
If a guest is angry, you should do what? (2 things)
Stay in control of your own emotions and take a deep breath.
Don't escalate the situation by trying to defend us, remember guests feel threatened when their perception of the experience is questioned. Ask if they would like a manager or tell them you will get a manager. Let us handle the fussy, cranky and rude.
What is the Ski Angel Program?
Partners with area non-profits, schools, HOPE, Inc. and families via the scholarship program to provide discounted and affordable recreation use at Detroit Mountain.
No family, group or non-profit is ever turned away because of cost.
What is the difference between an "internal" and an "external" customer?
Internal = Co-worker, Leader, Volunteer
External = Guest
Our environment is based on this basic principle that we treat each other as customers, we provide the same respect, response to our internal customer as we do to our external customer.
The Golden Rule: Always say ____________, thank you and ___________.
Please, thank you and you're welcome.
Having good manners is an easy way to enhance the guest experience. Who doesn't like nice people! Friendly doesn't have to be sappy, it can just be about being kind.
83
Days of Operations - Record Year!!!
Opening November 24th - April 14th!
Disconnect while reconnecting is.....
Not having your cell phone in your hands while at work. Connect via face to face (old school) interaction. You may have your cell phone on you but not be on it. Managers are allowed to be on cell phones as a way to communicate with one another, vendors and issues that arise.
Activities and Events Card
Website
Social Media - Facebook Events, Instagram and twitter.
Bonus: Newsletter!