The document discusses the importance of creating authentic customer experiences that drive revenue. It emphasizes placing customer needs at the center of all operations and focusing on the entire experience, not just interactions at the front desk. It also outlines the CARE framework for excellent customer service, which stands for Clarity, Attitude, Responsible, and Energy/Experience. The framework provides tips within each category, such as having open body language, smiles, identifiable uniforms, and responsible following of customer service best practices.

1. Customer Service Like You Mean It:
Creating Authentic Experiences that Drive Revenue
Holly Duckworth, CAE, CMP

3. A little about me:
•
120 nights a year in a hotel
•
With an average 2 meals or
more a day in a hotel
•
240 + restaurants
•
Retail shopping magnet from
Mall of America to Walmart
•
Hallmark - Shilo Inn’s - Bank of
America

5. MSN Money Magazine
2013

7. "Everyone at FedEx is committed to placing customer needs at
the center of everything we do," the company said in a statement.

8. "People are looking at the entire customer experience, and this
is an important thing that companies aren't realizing these days,"
he added. "It's not just that someone is smiling at the front
desk."
!

10. C
A
R
E

11. C
!
CLARITY OF
PURPOSE

12. Body Language
!
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Open & Welcoming
•
Smiles
•
Head down/Closed
•
Point the “naught bits:
•
Uniforms - identify you to staff
•
Name Badges - make the
experience personal

13. A
!
Attitude

16. R
!
Responsible

17. 10 Commandments
of Customer Service

21. E
!
Energy & Experience

25. C
A
R
E

26. Thank
You!

28. Contact us for:
Speaking, Strategic Visioning &
Consulting
Holly Duckworth, CAE, CMP
Chief Connections Officer & CEO!
Leadership Solutions International!
503 887 4112!
@hduckworth