Guest Service Training
We represent Christ so, every guest interaction should be friendly and kind. The videos and activities below are meant to help us consider how best to treat the guests at Lake Retreat.
1. (8 Minutes) 6 Tips for Improving Your Customer Service Skills: https://www.youtube.com/watch?v=Eq7Z2i7m57Y
Prompt: Create a BAD WIG from objects around you. Discuss who you would elevate problems to and why/when.
Share with your supervisor.
2. (1:11 Minutes) Bad Customer Service (Funny, Ben Stiller):https://www.youtube.com/watch?v=tYUXK2Rb-PY
Discuss: How would it would make you feel to be Ben Stiller? How would you have wanted the desk agent to respond instead?
4. (2 Minutes) Simon Senek, Secret to Great Customer Service - https://www.youtube.com/watch?v=7dQYLzW-7yU
Prompt: Create and perform for your supervisor a Good Versus Bad skit of a customer service scenario.
5. (14 Minutes) New York Hot Dog: https://www.youtube.com/watch?v=bwcyXcOpWVs
Prompt: Consider how Lake Retreat provides human connection? What are Lake Retreat’s potential “hot dogs”? Share with your supervisor.
3. (15 Minutes) Popsicle Moments (all or minute 7+): https://www.youtube.com/watch?v=CfZrqej03As
Question: brainstorm some ways to “create a moment” and “earn a memory at Lake Retreat”. Write down the top 3 and turn in to lead staff.
6. (30 Seconds) Funny: https://www.youtube.com/shorts/29COBOOards
Prompt: Film a very short good versus bad skit similar to the video in the dining hall using a common dining hall interaction (if not at the dining hall, use an area nearby).
7. (5:45) The secret to great customer service | Michele Marshall: https://www.youtube.com/watch?v=aKmp4CDdAVg
Prompt: Discuss the three mistakes she described in minute 3? What do customers “FEEL” about your attitude? How do you make guests feel? Talk about your customer interactions strengths and weaknesses.
8. (13.30 Minutes) Customer Service English: Calming a Frustrated Customer: https://www.youtube.com/watch?v=xag49G_3U8Y
Discuss: Have you ever had to apologize to a customer for something that wasn’t your fault? Describe.
Prompt: Role play some conversations using the phrases in the video. (Bonus points if you OVER annunciate like the guy in the video )
9. (1:30 Minutes) Let Customers Know you Appreciate Them: https://www.youtube.com/watch?v=S_e1j54TRns
Prompt: With a partner, practice responding to feedback (use your best accent)
10. (1:30 Minutes) Never Argue: https://www.youtube.com/watch?v=Z9uC8aF-RCw&list=PLszYngDGf2tmBSl-unLj0y6hmgAsa3l-E&index=12
Discuss: Where at camp would you expect to find a stressed or frustrated customer. Discuss how you might respond.
Prompt: Role Play dealing with an arguing customer (of course, use your best accent).