301 - Customer Service in a Recreation World

Thursday, September 28
9:45 AM–11:00 AM

Location: Room 206

Days: Thursday, 28 September
NRPA Three Pillars: Social Equity
Track: Employee/Volunteer Management
Session Type: Education Session

The need for exceptional customer service is more important than ever. People have more avenues to share their experiences. Retail establishments weave products and financial means into their experience. We have limited ability to incentivize employees and customers, making retail philosophies incomplete. We focus on creating an environment that fosters excellent service, empowering the staff to deliver positive experiences. This session will teach techniques and concepts that directly apply to recreation.

CEU Credits: 0.1

Learning Outcomes:
Utilize language to leave customers happy, educated and feeling good about their experience, even if they cannot get the exact outcome they were looking for.
Identify how a positive environment naturally leads to better service & how to assess & design an environment that leads to employee satisfaction, without utilizing financially incentivized programs.
Identify how technology plays into the experience & is tied to the importance of a positive outcome. Through this we will learn to better analyze & predict outcomes and customer needs.