WAIT! THERE’S MORE... Scan the QR code to read the rest, or visit saminfo.com/this-issue.
SAM: Thanks. Well, any other suggestions for a first timer? Staff: Um, I mean, I suggest probably since you haven’t, like, you’ve never done it before? SAM: Nope. ( Pretty sure I just said that… ) Staff: So, um, I would just wait on buying any type of, like, kind of equip- ment because, like, if you do the X program, you’ll get rental equipment. So just in case, ’cause you don’t want to spend, ya know, a lot of money on equipment that if you’re, like, if you don’t like it or, like, you just aren’t interested in it, like, doing it, then that would just be a pain to return everything. ( What? Was that English? ) SAM: OK. Staff: So, I would definitely suggest doing that instead just, like, if you really are interested in learning about it and really trying this out then definitely start with our beginner program. SAM: OK. Well I guess I’ll go online and apply for that lesson. Staff: Alright, you’re welcome. Bye. Rating: 2 Comment: The word “like” should not exist in customer service. Like, never, period. Debrief: Yes, it’s possible to try to say too much. Guests need clarity, and this call delivered a verbal hailstorm instead. CASE FILE: JANUARY 2023 Let Me Forward You
“Hey, this guy asked me if we allow boondocking.” “What?” “Boon- docking.” ( long pause… ) “What is that?” “I don’t know.” Staff: ( talking to me now ) No, we do not allow that. SAM: Oh, OK. So, I can’t camp in my sprinter van overnight? Staff: Nooo.
SAM: Thanks for letting me know. Staff: No problem. Have a good day.
Rating: 1 Comment: First, learn to hit the mute button. Or at least put your hand over the mic. And second, it’s OK to say no—but know what you’re saying no to. Debrief: Proof that the mute button is customer service’s greatest overlooked app. CASE FILE: JULY 2018 I Know the Answer to That
The Question: I’m planning to bring my family there this summer to do some of your activities. Does the resort have medical staff on site?
A
Mountain 9, MI Answering Phone: Automated machine. Chose operator.
First Contact: Male. SAM: Stated question.
Staff: Well, I’m actually on the volunteer ski patrol during the winter. And from what I understand, the mountain is trying to launch a summer program as well, but I’m not quite sure where they are in that process. SAM: Oh, nice. Staff: I’m here at least five days a week, and I’m also an EMT with the local ambulance service here. There are a couple more people here that are also EMTs. They’re not necessarily on staff as EMTs, but they give us a call if something serious happens and we head out to help. There’s also the local EMS in the area, too. SAM: Well, it sounds like I got the right guy on the phone! Staff: Ha! Our recreation staff are all first aid and CPR trained. That’s part of their training. Same with the fitness and pool staff. Not to the level of EMT training, but for first aid stuff they are well equipped to handle it. SAM: It’s nice to know that if something happens while we’re there, you guys are prepared to help out. Staff: Yup. For sure. Can I help you with anything else? SAM: That does it for now. Hopefully you won’t need to help me while we’re there! Staff: We’re here if need be, for sure. SAM: Thanks! Rating: 10 Comment: My favorite part of what he said: “That’s part of their train- ing.” Winner!
The Question: Do you have a space where I can work from the mountain?
Mountain 6, NY First Contact: Female. SAM: Stated question. Staff: So, you’re looking for employment?
SAM: No, my work is very flexible so I can work a couple hours and then go out and ski. I didn’t know if there was an area where I could work
for a little bit and then go skiing. Staff: Um, give me one second. SAM: OK. ( Transfers me to the employment and HR voicemail box. )
Score: 1 Comment: Maybe it was my phrasing? Maybe she has too much ear wax? She should have made sure she understood my question before transferring me to someone else—in this case, the wrong department. Debrief: Suggestion—clarifying a question beats punting it to a voice- mail box, especially the wrong one. CASE FILE: MARCH 2021 Do We Allow WHAT?!
The Question: What’s the boondocking scene at your resort?
Identity revealed: Crystal Mountain
Mountain 6, NC First Contact: Female. SAM: Stated question. Staff: Give me one second... ( doesn’t put me on hold, talks to coworker )
Debrief: This is the exact tone you want when asking about poten- tial emergencies: calm, informed, and personal. Reassurance like this builds trust instantly.
Made with FlippingBook Digital Proposal Creator