Providing great customer service is a proven strategy for retaining and attracting customers. Come learn how to improve yours!
Friday, March 7, 2014
9 am to 12 noon
John McIntire Library Auditorium
Muskingum County Library System
220 N. Fifth Street, Zanesville, Ohio
Lisa Kristensen
Guest Relations Manager
Columbus Zoo and Aquarium & Zoombezi Bay
Lisa Kristensen manages a team of over 350 employees whose main focus is guest service. In addition to managing the Zoo's and Zoombezi Bay's Guest Relations Departments, Lisa is responsible for on-grounds information kiosks, guest engagement teams, ZOOMPASS, and ensuring that the Zoo staff understands guest service standards. More than 2 million people visit the Zoo's facilities each year. The Zoo is home to more than 10,000 animals representing over 575 species from around the globe. The Zoo complex is a recreational and education destination that includes the 22-acre Zoombezi Bay water park and18-hole Safari Golf Club. The Zoo also operates The Wilds in Muskingum County. Lisa earned her Master of Business Administration degree from Jones International University and is a Certified Tourism Ambassador.
Topics to be discussed include:
- Positive first impressions
- Body language
- Product knowledge
- Communication is key
- The language we use
- Creating a culture of service
- The role of leaders
- What your team needs
- Employees are guests too
- Little things leave lasting impressions
- What is bad service?
- Recovering lost customers
Admission is $20 per person for Chamber Members and $40 for Non Members. Reservations are required. Please make reservations online or email Jenni at jmasterson@zmchamber.com.
Naturally, your satisfaction is guaranteed!
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