ILASFAA Leaves of Change: Harvesting New Ideas 20152015 Good is Good, But Why Be Average?

ILASFAA Leaves of Change: Harvesting New Ideas

2015

Good is Good, But Why Be Average?


2015

Customer Service Impacts Everyone

Students

Community

Staff


2015

“The customer’s perception is your

reality.”

Source: Kate Zabriskie


2015

Today We’ll Discuss

• What does customer service mean to you?• What does customer service mean

to your customers?• Who are your customers?• How can you set the tone?• Why should you make it exceptional?


2015

WHAT DOES “CUSTOMER SERVICE” MEAN TO YOU?


2015

Can you think of a recent customer service

experience that was positive?


2015

Can you think of a recent customer service

experience that was negative?


2015

True or False?

82% of customers leave because of poor customer service

TRUE


2015

True or False?

14% leave because of unsatisfactorilyresolved disputes or complaints

TRUE


2015

Excuses for Poor Service

It’s not my job

Insufficient resources such as time or staffLack of commitment from managementI can’t do everything


2015

Excuses for Poor Service

It’s another department or person’s faultNo one here cares anyway

I can’t handle disrespectful people

It’s a bad day


2015

Why Do You Do What You Do?

• What motivates you?• What challenges you?• Who is your inspiration?• What has a co-worker done in the past week

that’s made you smile?


2015

“Treat every customer

as if they sign your paycheck…

because they do.”


2015

WHAT DOES “CUSTOMER SERVICE” MEAN TO YOUR CUSTOMER?


2015

True or False?

The customer is always right

FALSE


2015

What Customers Want

• For you to listen• To be respected• To receive correct information• Their needs met through a wide

variety of channels• Honesty• You to accept responsibility• Prompt follow-up


2015

True or False?

Most unhappy customers do not complain to the business they’re dissatisfied with

TRUE


2015

WHO ARE YOUR CUSTOMERS?


2015

Internal Customers

• Co-workers• Faculty and staff• Other departments on campus


2015

External Customers

• Students• Parents• Local agencies• State agencies• Department of Education


2015

SET THE TONE


2015

What’s Your Perspective?

Is the glass half-full or half-empty?


2015

You are the Face of Your Organization

• Listen carefully• Be positive• Treat customers as if they’re the only

ones who matter• Do your research• Follow through• Fake it until you make it!


2015

Miscommunication

“He stole the money”


2015

“Seek to understand before seeking to be understood.”

Source: Augustine, 4th Century


2015

Value Diversity

• Appreciate unique assets• Embrace differences• Remember-people around us do not respond

to our intentions…they respond to our behavior


2015

True or False?

Nonverbal communication isn’t as important as verbal

FALSE


2015

Nonverbal Communication

• Dress and appearance• Hand gestures• Body language• Eye contact• Facial expressions• Tone


2015

True or False?

People make assumptions about a person within the first five minutes

TRUE


2015

Assumptions

Are you knowledgeable

?

Can I trust you?

Do you have the authority?

Are you friendly

and personable?

Are you as disorganized as your desk

looks?


2015

Communication Methods

• Phone– Answer within three rings, if possible– Before placing a call on hold or transferring,

ask permission– Avoid transferring a caller

• Don’t “blind transfer” calls• Repeat the issue that was communicated

by the customer• If you get a voicemail, give the caller a choice to either

leave a message or call back


2015


• Phone – Return all calls within 24 hours– Be sure voicemail message is current

• Provide alternative phone number and person to call

• Email– Know your internal policies– Keep it professional

• Proper spelling, grammar, and punctuation


2015


• Email – Keep it concise– Avoid unnecessary file attachments– DO NOT USE ALL CAPITAL LETTERS– Be careful of “Reply to All”– Don’t put anything in an email you wouldn’t want

on the cover of the New York Times


2015

Customer Complaints

• Example– Great Lakes’ Customer Experience Tracking

• All complaints go into a database and it’s reviewed by management

• Area impacted must remit back into them if it was isolated or systemic


2015


• Text • Social media

– Facebook– Twitter– Instagram– Tango– YouTube– LinkedIn


2015

What People Won’t Always Say

I appreciate everything you’ve done

I couldn’t have gone to school without youYou’ve made such a difference

Thanks for resolving that issue so I can do my job better


2015

Meet Danny

Danny is in your office because his bill from the fall semester has a balance due of $1,361. Last year, he received an external scholarship of $1,200 per semester. You’ve received nothing indicating it was renewed for this year.How do you assist Danny?


2015

Meet Lonnie Chisenhall

Lonnie comes in and explains his mom called him last night & told him to go to the Financial Aid Office to “fill out a form.” He hasn’t a clue as to what form he needs & takes a call on his cell phone while in your office.How do you assist Lonnie?


2015

Meet Mr. Cabrera

You’re on the phone with Mr. Cabrera and he’s upset because he “can’t get a straight answer out of anyone.” His daughter’s engineering scholarship isn’t subtracted on her bill. You don’t see where it was renewed.How do you assist Mr. Cabrera?


2015

MAKE IT EXCEPTIONAL


2015

“There are no traffic jams along the

extra mile.”

Source: Roger Staubach


2015

Your Customers

• Perceived needs– The customer knows what they don’t know

• Unperceived needs– The customer doesn’t know what they don’t know


2015

Take the H.E.A.T.

Hear them out

Empathize with them

Apologize

Take responsibility


2015

Thanks for Attending

Doug HessSenior Marketing ConsultantGreat [email protected](800) 308-0161

mailto:[email protected]

Documents

ILASFAA Leaves of Change: Harvesting New Ideas 20152015 Good is Good, But Why Be Average?