Cypress Team & Boyne Basics LEAD
We are called the Cypress Mountain Team for a reason! Our main focus while we are here is to have FUN, learn as team members, support each other, and in turn provide the best customer service possible. These fundamentals will ensure that both fellow team members as well as our guests have the best possible experience.
At Cypress Mountain, we believe that everyone (Team Members & Guests) should be seen and treated as a VIP’s. Imagine how you would like to be treated, and do the same; treat everyone as if they were your family. Our guests come to Cypress Mountain for a complete recreational experience, and it’s up to us to complement our natural assets with a first class level of service.
Delivery of this service requires that every Team Member strives to make each guest’s visit a memorable one. The reward of providing such service is to have our guests leave content, eager to return and prepared to recommend us to others.
Create a Positive First Impression
The key to customer service is to display a positive attitude! In the ski industry we are surrounded by people having fun. We can take pride in, and gain satisfaction from contributing to the enjoyment of each of our guests. The primary goal of our jobs is to make our guests happy. With a genuine desire to do so, providing customer service comes easily.
Your positive attitude and excellent communication skills will make delivery of excellent customer service easy. Be approachable! Smiles, friendliness, courtesy and appropriate appearance reflects your attitude and establishes a pleasant environment for guests and fellow employees. Be aware of your body language, expression and personal appearance. Would you approach yourself?
Eye contact is the fastest and most effective form of communication. It establishes an immediate rapport by indicating your willingness to listen and understand. You cannot establish eye contact while wearing sunglasses. They should be taken off while interacting with a guest.
Effective Communication
Knowledge of the ski area facilities and Cypress policies is the key to effective communication. Always be honest when giving information. If you don’t know the answer to a guest’s question or how to handle a request, bring in the appropriate person to assist you.
Looking at a situation from the guest’s point of view will make it much easier to understand their needs. Many of our guests are first time skiers or riders and are unfamiliar with things that we may take for granted (remember the first time you went skiing?) We have many guests whose primary language is not English. Providing assistance can require extra effort and a little more time. Exercise patience and empathy in these situations.
If you are too busy to immediately help guests, acknowledge them with a smile to indicate you know they are there and tell them you will be with them as soon as you can. Be aware when speaking with fellow employees in work areas. Can our guests hear about your last vacation, or birthday party?
Regardless of how many times you are asked the same questions, respond to each guest in an interested manner. They do not know how often you have been asked the question.
Remembering and using guest’s names is an easy way to make a positive impression. Try to remember the names of repeat guests and if you know their name use it each time you speak to them.
When answering and using the telephone we must present the same professional image as when dealing face to face with guests. Always answer the phone with: ‘Good morning/afternoon/evening, Cypress Mountain…’ Only put callers on hold when absolutely necessary, and be sure to get back to them quickly.
Resolving Complaints
If we offer the BEST in customer service combined with an exceptional product, there shouldn't be customer complaints.
Complaints should be seen as an opportunity to make an unhappy guest satisfied with Cypress Mountain and to improve our service for future guests. The average business owner does not hear from 96% of its unhappy customers, but dissatisfied guests may tell up to 10 people about their experience!
Recall a time when you received excellent customer service and remember how it made you feel. Use this experience when listening to guest requests and aim to exceed their expectations. If a guest feels that their complaint has been resolved quickly and effectively, 95% will return and tell an average of 5 people about the treatment they received. What an opportunity to use your customer service skills to resolve complaints and create the ultimate guest experience!
The G.E.S.T. program stands for ‘Guest Experience Solution Techniques’. With this program, supervisors in each department are empowered to resolve guest concerns immediately and at the source of the problem by offering product vouchers appropriate to resolve the guest’s complaint.
Tips about Complaint Resolution
Determine the source of the complaint and the action expected by the guest. Remove the guest from the public area and away from other guests. Listen intently and ask questions if you do not understand the complaint.
Share information with the guest (except as outlined under ‘Public Statements’) Handle the complaint if you have the resources and authority to do so. If not, call your Supervisor.
Suggest alternatives to resolve the problem. To do this effectively, you must be familiar with company policies and the limit of your authority. Never suggest an alternative that you cannot deliver.
Agree on a solution that is satisfactory to both the guest and the company.
Boyne Basics - LEAD
Our company’s Core Values are summed up in the acronym L.E.A.D. and are incorporated into everything we do.
CORE VALUES
Long Term Thinking
Excellence in Execution
Attitude is Everything
Develop Great People
These ‘Basics’ form the basis of who we are and guide us in accomplishing our vision, in providing incredible experiences for all our guests. By building this foundation, we will exceed our goals and develop our team members.
The key for success is consistency. Each week, we focus on, and cover one of these core values. You will receive a Boyne Basics newsletter via email, highlighting the weekly value. Along with the ‘Basic’ will be suggestions on how to incorporate the principle into daily routines, within your Department.
