Topic 2: Discover the different customer service skills that are essential to providing exceptional customer service in any business.

1. CULTURAL AWARENESS,
DIVERSITY AND YOUR
CUSTOMER
CUSTOMER SERVICE
TOPIC 2
CUSTOMER SERVICE SKILLS

2. ESSENTIAL CUSTOMER SERVICE SKILLS
EXPERIENCE FISHING - Customer Service
TOPIC 2: Customer Service Skills
Employees often play the most
important role in customer service.
The strongest impression of your business
that customers receive is generally given
by your employees.
That’s why it’s essential to ensure the right
people are representing your business
(e.g. guides, housekeeping, partners, etc.).
It is important that all points of contact are
welcoming, supportive and helpful.

3. ESSENTIAL CUSTOMER SERVICE SKILLS
EXPERIENCE FISHING - Customer Service
TOPIC 2: Customer Service Skills
The Experience Fishing program is a new experience to customers who
may have never travelled to Northern Ontario, stayed at a fishing lodge
or even tried fishing.
Try to eliminate any concerns they have during your initial
conversations/emails
Provide as much information to make sure they are prepared for
their experience
Ensure staff are aware of the program, its benefits and how to sell
it to potential participants

4. ESSENTIAL CUSTOMER SERVICE SKILLS
EXPERIENCE FISHING - Customer Service
TOPIC 2: Customer Service Skills
TIP: Provide guests with a detailed ‘what to pack list’ (which
is available for you to share in your Operators Guide) once
they’ve booked their stay. Let them know the weather
forecast the week before their stay to ensure that they are
prepared.

5. No question is a stupid question.
“
EXPERIENCE FISHING - Customer Service
Unknown Author
TOPIC 2: Customer Service Skills

6. EXPERIENCE FISHING - Customer Service
TOPIC 2: Customer Service Skills
ABC’S OF CUSTOMER SERVICE
A
B
C
Attitude: Tone, body language, appearance
Business Knowledge: Positioned as an expert to inspire
customer confidence
Customer-Oriented: Courteous, professional, respectful

7. EXPERIENCE FISHING - Customer Service
TOPIC 2: Customer Service Skills
INTERPERSONAL SKILLS
A good attitude can make the smallest service a reason for repeat
business. Positive people pass their good feelings about their workplace
to their customers through their attitude and actions.
Friendly
Honest
Respectful
Knowledgeable
Professional
Helpful
Adaptable
Positive
Confident
Considerate
In addition to attitude, body language and appearance can make a big
difference in how employees are viewed by your customers.

8. EXPERIENCE FISHING - Customer Service
TOPIC 2: Customer Service Skills
INTERPERSONAL SKILLS
POSITIVE EXAMPLE:
If the guide is friendly
and encourages the
guests to push past their
comforts, is patient and
understanding, gets to
know the individuals and
their backgrounds and
tailors an experience
unique to their needs, the
overall impression will be
much different.
NEGATIVE EXAMPLE:
If someone is new to
fishing and is paired
up with a guide who
does not like to have
conversations when
fishing and sends the
message to the guests
that he is bored or
impatient, it will have a
negative impact on the
overall experience.

9. EXPERIENCE FISHING - Customer Service
TOPIC 2: Customer Service Skills
INTERPERSONAL SKILLS
POSITIVE EXAMPLE:
The same concept can
be applied with the
kitchen staff. If they are
interested in the guests’
individual needs, speak
to them about their new
fishing experiences and
cater to their dietary
requirements, the
experience will be very
positive.
NEGATIVE EXAMPLE:
If the opposite behaviours
occur and kitchen staff
were disengaged and
demonstrated a lack
of indifference about
the guests, the overall
experience will be poor.
Employee attitudes and
appearances can make a big
impact on your bottom line.

10. EXPERIENCE FISHING - Customer Service
TOPIC 2: Customer Service Skills
ACTIVE LISTENING Active listening helps
build trust, rapport and
understanding in order to
actually hear what someone
is saying. It goes beyond just
the words that are spoken to
include:
Paying attention to
non-verbal behaviour
Acknowledging and
clarifying messages
Asking questions and
respecting others

11. EXPERIENCE FISHING - Customer Service
TOPIC 2: Customer Service Skills

12. Listen to facts AND feelings
Don’t be prejudiced by outside influences
If in doubt, ask questions
Be aware of your own feelings
Don’t jump to conclusions
Don’t do other things at the same time
Maintain eye contact
Evaluate the messages that are seen and heard
Listen from the perspective of the speaker
EXPERIENCE FISHING - Customer Service
TOPIC 2: Customer Service Skills
ACTIVE LISTENING TIPS

13. EXPERIENCE FISHING - Customer Service
TOPIC 2: Customer Service Skills
ACTIVE LISTENING TIPS
Remember to keep cultural
communication cues in
mind when dealing with new
Canadians.
Some cultures communicate
differently, and it is
important to be prepared
prior to their arrival at your
establishment to ensure they
have a positive experience.

14. ACTIVITY
Please scroll down, download, save and
complete the “Customer Service Skills”
activity handout below.
EXPERIENCE FISHING - Customer Service
TOPIC 2: Customer Service Skills