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Customer Service, SWEAT Training <br />CourseCo has developed our proprietary approach to customer service <br />(SWEAT), allowing for standardized expectations.Ta king inspiration from the <br />hospitality industry and recognized leaders in guest service in other markets, <br />we developed a simple way to provide direction and expectations for all staff <br />members during every interaction with a guest. Our SWEAT program is <br />outlined as follows: <br />SMILE Greet each customer with a positive and upbeat attitude, wearing a <br />smile. <br />WELCOME <br />Welcome each guest to the property, every time you meet them for <br />the first time during that visit. <br />ENTHUSIASM <br />Have a sincere enthusiasm in interactions with our guests. <br />ASK <br />Engage our guests in conversation by asking them a question. All staff <br />members should ask questions appropriate for their role. <br />THANK <br />Staff members are directed to thank our customers for their visit at the <br />conclusion of their interaction. <br />Training Program <br />Once the standards are set the message must be delivered to the employees who will ultimately be <br />responsible for delivering the service and product associated with the agreed upon standards. In addition to <br />daily management of the delivery the following training schedule is our minimum commitment: <br />• During the transition to CourseCo management, all existing employees will attend a half -day customer <br />service training seminar conducted by our corporate team. <br />• All new employees are provided a new employee orientation, conducted by the General Manager, their <br />first day on the job. <br />• General Managers receive manager level customer service training twice a year. The focus of this training <br />is how they can better teach their employees to deliver CourseCo's proprietary customer service standard <br />— SWEAT <br />• Monthly staff meetings all dedicate time on SWEAT training. <br />• Quarterly Staff Training Sessions by CourseCo's corporate team conducted onsite at the properties. <br />• Performance Standard and Experience Measurement. <br />Measurement of Customer Service <br />We have found that even with great planning and training it is necessary to measure consistently the <br />effectiveness of an operation. While the financial statements will tell part of the story, we use the following <br />mechanisms to provide additional feedback to our corporate team, onsite management as well as our client: <br />On -Line Guest Survey - Collected monthly, customer's direct feedback in several categories is monitored <br />and reported. <br />Secret Shopper — Conducted monthly during the peak season these professional assessments give real <br />feedback to management on the quality of the course, cleanliness of the facility as well as measuring <br />customer service against our SWEAT standards. <br />GolfSat Survey — Conducted via the National Golf Foundation this survey is done <br />����� <br />electronically once a year to measure how the courses are performing relative to _ <br />prior year and relative to similar courses across the count. <br />COURSECO Page 37 <br />I <br />