Therefore, we have recognized two customer service practices that assist with improving our student engagement.
Customer Service 101 by Shep Hyken
Creating a “Hospitality Zone” with a 10-foot and 5-foot radius. If a patron is within a 10-foot radius, acknowledge their presence.
If a patron is within a 5-foot radius, you must address them.
Disney Customer Service
If an ASI staff member can deliver hospitality before a patron has the opportunity to make a request, then it is deemed ”aggressive hospitality”.
The best way to ensure that every visit will be a success is to keep “The Show” and “Aggressive Hospitality” in mind. Each staff member must be familiar with both of these concepts to ensure that we are anticipating patrons’ needs and putting on our best performance every time they arrive!
Having good posture
Greeting every patron that walks in the door
Genuinely engage with all patrons we are assisting
Keeping your head “on a swivel”
Offering assistance to patrons who appear lost or do not know where they are going