A+ Services

Customers are an investment. Maximize your return

Matt Burdette

Logan Johnson

Danny Peacock

Marketing 1010 Customer

Service
Vab
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John Van

About Us
A+ Services was found in 1958 by Jared Gilliam. Jared started the company because
he believed customer service was an important element in every business. During the
1950s, Jared notice a trend of start-up businesses who failed because they tend to
neglect the customer service aspect of their business. He thought he can provide
valuable inputs through his research and come up with solutions to help business stay
competitive, which ultimately gave birth to A+ Services. Today, A+ Services has
completed hundreds of projects involving branch and service center networks, retail
stores, field service operations and call centers or self-service channels. Integrating our
work with proprietary research on frontline behavior and on customer loyalty, we
offer an analytical approach to understanding employees motivations and customer
interactions and needs along the customer corridor.

Mission Statement
To provide consistent, best-in-class support, by managing, resolving, and preventing problems
efficiently; communicating effectively; and exceeding customer expectations.

Best Buy South Salt Lake

261 W 2100 S, Salt Lake City, UT 84115
(801) 463-1436

We were contacted by a Best Buy store that had been getting many complaints from
customers about the less than stellar customer service theyve received. Many
customers felt Best Buys employees dont listen to their needs and issues when
associating with them. The employees there often neglect the needs of customers and
offer high-cost alternatives with features they dont really need. While other customers
felt that employees there dont have substantial knowledge of products theyre
carrying, even though they are trained professional in certain products. Additionally
there are times when employees are giving out different information than their fellow
workers. The store manager asked us to come up with a training seminar that would
focus on communication, customer loyalty, and team building.
As there is not enough room in a Best Buy to host this, we decided to have it at a
nearby hotel that has a meeting room. The store will remain open and run by other
local managers and supervisors as this is the time of day with the least amount of
sales.
The focus of this seminar are current (approximately 30 employees) and new
employees who are working on the floor as specialists. The seminar will be held on
April 1st and 2nd of 2015 from 1-4 p.m. at the Ramada Limited on 2455 S. State Street,
Salt Lake City, Utah.

The itinerary is provided and a quick summary of the specific activities and
discussions will be given.

Itinerary

Time
1:00
1:15
1:45
2:00
2:15
2:30

3:00
3:15

3:30
3:45

4:00

Day One
Introduction
Telephone
Pictionary Game
Communication:
What exactly is it?
Power Point 1:
Listening Strategies
Break
Salesmanship:
Customer Turn
Offs
Salesmanship:
Behaviors that
engage your
customer
Power Point 2:
Building Customer
Rapport
Building Customer
Loyalty with
Excellent Service
and Value
Conquering the
Zone of
Indifference
Customer Service
by Telephone
Handouts and
Schedule for
Second Day
End of Session

Time
1:00
1:15
1:30
2:00

Day Two
Welcome Back
Power of Body
Language
Let Me Tell You
What I Can Do
The Name Game

2:15
2:30

Break
Information
Connection

3:00

Team Triangle

3:30

Celebration and
Recognition

4:00

End of Session

Brief Description of Each Activity

Introduction
Introduce team members and the objectives of the seminar.
Telephone Pictionary Game
Serve as an icebreaker and help tie in listening with customer service.
Communication: What exactly is it?
Go over concepts of communication, how listening is also a very important
component.
Power Point 1: Listening Strategies
A PowerPoint presentation on ways to improve listening skills.
Break
Kick back and relax!
Salesmanship: Customer Turn Offs
Use knowledge of what customers do not like to see when interacting with someone
that is assisting them.
Salesmanship: Behaviors that engage your customer
Brief rundown and discussion of eye contact and other means of engaging a customer
leading to the building rapport PowerPoint.
Power Point 2: Building Customer Rapport
Detailed strategies for speaking with a customer

Building Customer Loyalty with Excellent Service and Value

How to go about earning trust and being able to go the extra mile for customers.
Conquering the Zone of Indifference
How to get customers motivated into talking about how great you are.
Customer Service by Telephone
Overview of telephone interactions. Smile!
Handout homework and explain next days schedule
Ask attendees to write as much as they can on what customer service means to them
and how teamwork can help meet their goals.
Welcome Back
Give a warm welcome back to employees.
Power of Body Language
Discuss the different type of body languages that can affect the customers.
Let Me Tell You What I Can Do
A game to
to illustrate the importance of telling people what you can do and not what you cant.
The Name Game
Help employees learn about their customers and their personal life.
Break
Kick back and relax!
Information Connection
Using the data you have on customers to build long and everlasting relationship
Team Triangle
Help employees develop better communication with each other.
Celebration and Recognition
Recognize attending employees with certificates, discuss their favorite activity for
feedbacks, and free pizza!

Recognition Plan
At the end of the second day, we will be giving employees who attended the seminar a
certificate of participation as an acknowledgment of them completing the training
seminar. They will be rewarded with pizza while they converse with each other on
their favorite part of the seminar.

Keys to Success

Brief Description of Each Activity

Company Ownership/Legl
Entity

Location
Interior
Hours of
Operation

Products and Services

Describe your products or services and why there is a demand for them. What is the potential market?
How do they benefit customers? What about your products or services gives you a competitive edge?
If you are selling several lines of products or services, describe whats included. Why did you choose this
balance of offerings? How do you adjust this balance to respond to market demands?
For product-based businesses, do you have or need inventory controls? Do you have to consider lead
time when reordering any items? Do you need an audit or security system to protect inventory?
Note:

If your products and/or services are more important than your location, move this topic before
location and hours of business.

If you are providing only products or only services, delete the part of this heading that is
inappropriate.

Suppliers
If information about your suppliersincluding your financial arrangements with themplays an important
part of your business, include the relevant information in this section.