Simple Service Tips
Simple Service Tips
Just recently I had the pleasure of working with Lee Valley Regional Park Authority, specifically the campsite team who look after and welcome guests and make sure they have a great experience.
I was asked to work on some short training session delivery and just look at some key points and messages.
In the world of customer service, there are so many specific areas you can work in, so I decided to look at — for me — some golden rules of service delivery mindset that allow you to focus them into specific areas and situations while you are at work.
Key Points:
- Knowing what you need to deliver
- Consistency and delivering +1
- Communication
- Product Knowledge
Link each point to specific tasks:
Knowing What You Need to Deliver
Having this focus gives the team a shared area to focus on.
Start with the goal of what you want to deliver. Then, as you are delivering this, check in with your guests and customers to ensure it meets expectations — and if there is something subtle missing, adjust.
This ensures both team and customers deliver and receive what they are expecting.
Consistency and Delivering +1
There’s a lot of talk about “going the extra mile” in customer service. In my experience — and feedback from organisations I work with — this is exhausting and not always possible to deliver consistently.
So instead, look at consistency:
- Hello’s and Goodbye’s
- Opportunities for conversation
- Being able to support and delight on every occasion
When this is being done consistently (because your team has a shared vision of what good looks like), then you can look at how to deliver +1 — a simple addition, suggestion, or solution.
Communication
When you look at how you communicate with each other as a team — and how simple tweaks and improvements can elevate your communication with customers and guests — everything gets better.
Examples:
- Sharing information
- Doing good handovers
- Updating team members with new solutions and experiences
When you add in thoughts on:
- Body language
- Positive language
- A solution-focused approach
…you’re really cooking.
Product Knowledge
The better you know your offering and how things work, the better the experience.
When you add the points above — on communication, consistency, and knowing what you want to offer — matching products and services to customer and guest needs feels more natural.
For me, with these key points covered, you can turn these ideas, skills, and mindsets to specific situations in most service delivery organisations — including complaint handling and asking for late payments.
We did of course (as I always do) look at how you can set yourself up with the energy and enthusiasm to be consistent through your shift — and be there for every customer, every time.
Service delivery is such a pleasure when you set the mindset that each query or problem gives you an opportunity to serve, find a solution, and ultimately provide both you and your customer with a positive experience.