Essential Piece Award

 A nomination form must be completed and submitted by April 30, 2012.

Nomination Form

Purpose

The Rapid City Convention & Visitors Bureau (CVB) values excellent customer service and desires that all businesses in the Rapid City area focus on understanding the needs of the visitors we serve. Staff should receive training and encouragement in the area of customer service. The CVB’s goal is every visitor be treated respectfully, cordially and effectively. This will foster better communication and credibility between businesses in the Rapid City area and our visitors.

This award aims to recognize an individual who is a top performer in their front line or contact- centered position as a customer service representative. The individual exemplifies excellence in hospitality and customer service, flexibility and personal attention to develop and maintain relationships with customers. This individual should also consistently exceed customer expectations, possess a strong knowledge of the Rapid City area and its attractions.

The individual will provide outstanding customer service in their role, meet their performance targets, and be an exemplary team player or ‘essential piece of the team’ understanding the needs of the visitors we serve as part of our community’s visitor industry. In all organizations there are dedicated customer service staff that make a good impression within a few seconds of any interaction, and deserve to be recognized as an ambassador for Rapid City.
 

If you have experienced excellent customer’s service or employ and individual who deliver excellent customer service, we encourage your nomination for this award.

Criteria

 An employee may qualify for the Customer Service Award if one or more of the following criteria is met:

1.     Is employed in the visitor industry at a Rapid City business who is a member of the Rapid City Area Chamber of Commerce.

2.     Has been “caught in the act” of delivering exceptional service.

3.     Provides excellent customer service every day.

4.     Utilizes customer service skills taught in employee training such as: phone etiquette, positive verbal and nonverbal skills, taking responsibility, teamwork, etc.

5.     Understands the big picture of tourism and its economic impact to the Rapid City area.

6.     Is a ‘Master’ in the art of listening to meet the customer’s needs. Asks and listens to start the visitor relationship.

7.     Makes visitors smile...even if they've had a frustrating travel day.

8.     Treats visitor inquiries as if it's the first time they've heard the question.

9.     Exceeds the expectations of a customer by providing exceptional service - giving direction, assistance or service beyond normal scope.

10. Responds in an unusually fast or efficient manner.

11. Recognizes and works well with all departments and customers.

12. Demonstrates creativity, flexibility or resourcefulness in assisting customers.

13. Develops new and efficient ways to solve customer service issues – significantly contributing to the quality service to customers.

14. Smiles and has fun!

15. Knowledgeable about the Rapid City and Black Hills area and what's going on - uses information as their "tool".

16. Is dedicated to their employer and city, sees work as more than a "job".

Selection

A nomination form needs to be completed and submitted to the Rapid City Convention & Visitors Bureau by April 30, 2012. Anonymous nominations are not considered. The CVB will determine the award recipient and notify the nominator of the awardee. Awards will be presented at the annual Visitor Industry Luncheon in May sponsored by the CVB.

Past Recipients

2011 - Dave Heard - Rushmore Plaza Holiday Inn