HOW TO KEEP YOUR COOL

WHEN THINGS GET HOT!

Good Customer Service Counts…

Presented by: Jannie Moten

WHAT IS GOOD CUSTOMER SERVICE ANYWAY? It is the life blood to any institution… Good customer service is all about

bringing students & customers back and perhaps someone with them.

Quality Customer Service Adds Value to your institution.

Know your customers….(Student, Board Members, Institution’s Community Members).

Know your goal when it comes to your customers.

General Protocol for both the Divisions & Departments

Know Your College’s Mission and approach to Student/Customer Service.

Learn to turn angry customers/students into loyal ones…

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UACCH HAS AN UNAMBIGUOUS MISSION, WHICH PUTS OUR STUDENTS FIRST! WE HOLD OUR ADMINISTRATION AND FACULTY TO A HIGH STANDARD OF PROFESSIONALISM IN ORDER TO HELP OUR STUDENTS REACH THEIR GOALS.

TECHNIQUES TO DIFFUSING A HOT SITUATION! Triage (Drill Down/ What is the real issue?)

oNameoContact InformationoComplaint

Assume that the Student or Customer has a valid complaint

Learn to listen to emotion without emotion.

Controlling Your Emotion

Be Patient (Remember patience is a virtue)

Speak Softly… without the big stick

Reiterate

Own the Problem (Explain that there are protocols for each situation)

Explaining the Protocols

TECHNIQUES TO DIFFUSING A HOT SITUATION!

TECHNIQUES TO DIFFUSING A HOT SITUATION!

Direct to appropriate Office/Personnel (correct the issue)

Follow Up (Assure them they can return if they are not satisfied with the end result)

EXERCISE FOR THE WORKSHOPS

Your turn to practice what you preach…

•Moderator•Complainant •Institution Personnel

HAVE A PLAN WHEN THE HEAT CAN NOT BE DISTINGUISHED!•Signals to watch out for

• Appearance• Body language • Items in their possession

•Emergency steps to take

• Know your out!!!!• Know your college’s emergency

management procedures• When in doubt dial (911)!

SOMETIMES IT’S ABOUT GOING ABOVE AND BEYOND!!!!!

ASK YOURSELF HOW CAN I GO ABOVE AND BEYOND FOR MY STUDENTS & CUSTOMERS?

Now that's Service!!!!!

QUESTIONS &

ANSWERS!!! PLEASE…

THE SECRET IN EDUCATION LIES IN RESPECTING THE STUDENT. ---RALPH WALDO EMERSON

Thank You For Joining Us… We hope you enjoyed!!!