The times have changed, and they will continue to change, although your facility may sell products to consumers, you first must agree that the number one thing you sell is SERVICE.
The next thing that is above all inevident in most family entertainment center environments is that your consumer, or customer should feel like a guest, part of your business. BECAUSE THEY ARE! without them, you would have no business, no products to sell, and above all, no service to give.

Your first step is to treat all of your customers like guests. Refer to your guests, not customers, when you speak to your team members, and invite them to serve their guests, not customers.

To obtain a magical experience for your guests visit and patronage of your facility, and to keep them coming back, it all begins with your team. The image each team member presents is a direct reflection of your facility. We offer extensive training tools to better assist your operation in creating team training modules to actually coach your team to success! And if you have a winning team, you will be able to provide an environment that your guests will enjoy.

The values you should look for, and encourage for your team members are:
Honesty
We deal with each other in a sincere and straightforward manner.
Integrity
We act in a manner consistent with our words and beliefs.
Respect
We treat others with care and consideration.
Courage
We pursue our beliefs with strength and perserverance.
Openness
We share information freely.
Diversity
We seek, value and respect differences among our fellow team members.
Balance
We strive for stability and vitality in our personal and professional lives.

But what does this all have to do with customer service?
In order to provide good service, your team members must be able to uphold a similar code of values in order to be able to provide service to a guest in your facility.
How you motivate your staff to emulate these values is extremely important. Once you have a structured training and re-training program in place, it is then that you can empower your team to not only do their job, but to interact with their guests, and to take responsibility and ownership, on how your guests are enjoying their time at your facility. You can literally measure the feeling of a guest simply by interacting with them and making them a part of your business.
If there is any one book you can read on customer service i would have to advise you to read
Positively Outrageous Service
by T. Scott Gross
It provides new and easy ways to win customers for life. It is one of many books in the rollersports resource library that offers the training tools which provide for staff motivation and training, which result in raising the levels of customer service your team members provide. Most facilities hire minimum wage young teens to provide service to your guests, can you motivate them to provide good service all of the time, and great service some of the time???
It is all in how you, as their coach, motivate and empower them to make decisions, and to take ownership in the facility in which they are employed.
Positively Outrageous Service does not happen all of the time, it simply can not. it is within your facility to raise standards of conduct, and raise levels of enthusiasm, but why would you strive to give outrageous service all of the time, it simply raises the levels of expectations of your guests who then expect that same service each time they patronize your facility.
Positively Outrageous Service is random and unexpected, it is out of proportion to the circumstance, it invites the customer to play, or be otherwise highly involved, it creates compelling word of mouth, and definately creates lifetime customers.