Customer Service

Because we are spending time and money to bring customers through our doors, we must offer excellent customer service!

And with all of the customer touch points out there and all of the channels consumers have for obtaining goods and services we need to step-up our game!

There is a new bar

Customers now have the expectation you’ll provide nothing less than exceptional customer service..!

Expectations

“Your company is no longer being compared to just your competition. Your customers compare you to the great service they had at the restaurant they ate at last night – or any other company inside or outside of your industry that provided them with a good customer service experience.” Shep Hyken

 

Elements of Exceptional Customer Service Includes

  • A staff with a passion
  • Employees that have a smile (even on the phone)
  • A staff that have your customer’s interest at heart and understand your businesses culture

Great Customer Service is An Attitude!

 

Top 3 Customer Service tips

  1. Listening and confirming what has been said is key. People don’t care how much you know, they care about how much you care. Too often we’re not listening, we’re waiting to talk. When it is your time to talk be aware of your communication style and potential pitfalls (ummms, body language)

Remember that 55% is tone, 38% is body language, only 7% is words

 

  1. Using a positive language: it greatly affects how the customer HEARS your response

Example one –  “our ‘x’ language instructor can’t teach you and is unavailable at this time to answer your questions”

Example two – “our ‘x’ language instructor, who will be perfect to teach you this course, is available for you in two days time. Until then he/she can answer some of your question by email”

  1. Tenacity

Demonstrate to your customer you will do what it takes to deliver a product or service that meets their needs and wants.

 

Customers are people too, and knowing that putting in the extra effort will come back to you ten-fold.

 

Please contact your PADI Regional Manager if you wish to know more – or if you are interested in a Customer Service Training session.

 

 

How to use social Media most effectively

Social MediaEveryone has them, everyone knows them – but does everyone know how to use social Media most effectively.

I am now working as a PADI Regional Manager for several years and I saw many Facebook, Twitter and Google Plus – business pages of various diving schools. I also learned that today’s youth is represented on Instagram. So, if you only use Facebook – in the eyes of youth you are “Out”!

Oh dear… I thought … I’m already so old … But you have to be clearly aware that every target group uses different Medias – the diversity is the key to success

There are seven important points which need to be considered:

  • Existing social platforms
  • Which social Media do I use for my diving school
  • Target groups
  • How many times do I write a post
  • Who should write you posts
  • Insights
  • Blogging

Existing social Media platformssocial Media_2

The number of social media platforms is increasing, however, not every Platform is suitable for your business. Below you’ll find the most popular social media of our times.

– Facebook

– Twitter

– Google Plus

– YouTube Channel

– Instagram (only Mobile)

– TripAdvisor

– ScubaEarth

– Snapchat

Social Media_1Which social media do I use for my diving school?

From my experience I can say very clearly that a business without Facebook, Twitter, Youtube Channel and ScubaEarth – has clearly missed the today´s train. You have to be visible and find the customer where he is looking for you. This is called inbound marketing – means to target the potential customer, who is looking for you, will find you. That is why it is so important that your website is always up to date.It does not mean that each platform needs a separate entry. Various social media can be linked with each other. For example, Facebook can be linked to Twitter and vice versa. Then each entry on Facebook will be automatically published on Twitter. Then there is also Hootsuite. Hootsuite is a platform that manages all your social media. This means; you write an article only once and Hootsuite publishes all your messages on your registered social media. The only problem with this is that the contributions are not adapted to the uniqueness of the platform.Very important, especially for resort areas is TripAdvisor. Statistics show that diving schools, which have a TripAdvisor account and also several reviews, are much more frequently contacted by new customers.

Target groupsZielgruppe

Which target group I want to reach with my entries?

How effective are my messages?

Do I reach new customers with my photos?

These are all questions that you need to ask yourself, if you are planning a new post. A post should be interesting and exciting. The visitor of your page has to feel addressed. You want to get to your existing customers, to keep them in touch with you and show them what´s happening in your Dive Center after they leave it. After all you want these customers to come back. You also want to acquire new customers through your social platforms. Attracting and motivating the user is key. Facebook for example, it is not about how many “likes” you have, it is about how many of them are interacting with you on your page. The number of “likes”, “comments” and “shares” improves the chance that future “posts” appear in the news feeds of your “fans”. Non interaction risks that your future “posts” will disappear in the “fans” future news feeds. That is not a good thing…

ZeitaufwandHow many times do I write a post?

I know that the time is a problem – especially during high season. However, you cannot avoid to actively and effectively use your social media during high season. This is the time where you have to promote your business. You have to publish a post, for example, on Instagram and Facebook at least once a day, a blog post would be very good once a week, but by-monthly is also ok. What you want is consistency in your publications. Google, as well as your readers, will immediately notice irregularities. The great thing about social media and blogging is that you can schedule you publications, and therefore write your posts in advance.

Who should write your posts? 12188053_918898418191860_5675352402385959746_o

People are always asking me: “Who should be writing all of these articles?” Delegate your social media needs to a responsible staff member, give them a camera and your login details and tell them to go wild.

Encourage your customers to write on your wall. Animate and activate your clientele, by publishing on your wall they become advocates for your diving school. Motivate them with prices for the most liked article during the season for example.

What is the first thing you do when a customer is walking in your diving school…? Right – you say “hello” and then…? … Then you give him a Tablet in his hand and ask him to log on to their social media platform. Encourage them to like your Facebook business page immediately. It is also very important that you mention that they tag themselves in every picture where they appear.Before your satisfied customer leaves your Dive School, ask them to write you a review on Trip Advisor and / or on the Facebook Business page. It’s amazing how many new customers have been generated by TripAdvisor and Facebook reviews. People read these reviews before they decide where to go!

InsightsInsights

Each platform has a statistic. Use this well! You can read when your “fans” or “followers” read your posts, when they are active on the Internet, where they come from, how many of your visitors are men or women – and a lot more. You can find all of this within the insights. Try to find out what your most successful posts are and according to that you will write your future posts – and measure the success again.

BloggingBlog

A diving school with no blog – is like a VW without a catalyst…! It is absolutely a must have! It does not mean that you need to write a novel, even a small article is ok. But it is important that you blog frequently.It is also important that your blog has social media sharing buttons. This ensures that your blog can be shared by the readers. It is also important that your readers can subscribe to your newsletter or blog. With this they will get an email as soon as you published a new blog. Encourage your customers to share your new blog on their social media platforms.

What are the key points for a successful Blog?

– Update frequently so that the readers are coming back

– Link your Blog with Facebook / Twitter – for automatic feeds

– Use keywords to support you search engine optimization (SEO)

– Link your Blog with your website and vice versa

Your goal should be to keep your existing customers in the loop about what´s going on in your diving school since their experience – after all you want them to come back. By using the right keywords (SEO) to attract new customers, you have the highest chance that your blog will be read and shared by a wider audience. The more interesting your article is – the better. You will generate future clientele.

I hope that this article has opened your eyes a little wider and that you understand the importance of how to use social media most effectively.

If you would like to learn more about social media and Websites, it would make sense to apply for the PADI Business Academy, which is offered in various countries.